• Provided individual coaching and development for a team of 15 individuals. Including call reviews, developing and coaching hospitality and customer service skills, and assisting employees in achieving/exceeding monthly performance goals• Mediated high level customer crises • Developed collaborative manager-level skill share platform to eliminate cross-department manager knowledge gap• Analyzed data to inform decision making and identified potential team opportunities • Handled all HR administration related to direct reports, including timesheets, PTO requests and performance reviews

• Built long-term relationships to increase member referral and retention by understanding members’ motivations, pain points, needs and behaviors, while analyzing member behavior metrics to quickly identify patterns, anticipate problems, and identify solutions through creative problem solving and researcho Membership retention and renewal strategy resulted in 20% YOY growth in membership and 80% renewal rate o Continuously demonstrated to members new ways to gain value from their membership investment through sponsorship opportunities, events, newsletters, marketing campaigns, and direct member outreach • Designed and implemented new member onboarding process to demonstrate full association value and maximize member engagement by communicating best practices and offering training and documentation • Optimized and repaired client’s website and CRM tool with SaaS support team, re-organized member data and restored financial and membership data integrity • Produced monthly, quarterly, and annual client membership reports, fulfilled ad hoc reporting requests and prepared membership update presentations for Board of Directors• Strategically and systematically evaluates opportunities or challenges to meeting client needs, identifies key issues and relationships relevant to achieving organizational goals, and thinking through complex situations or problems.• Contributes to and implements educational programming, oversees certification management and various membership initiatives, and implements operational efficiencies to streamline work to ensure consistent high performance.• Allocates and manages people and financial resources to meet business priorities as well as guides teams to contribute to overall goals while monitoring budgets, timelines, and team member's workloads or availability.

• New Client Onboarding Specialist – onboarded new client organizations into the SmithBucklin business services model, worked with clients to learn their needs, expectations, and business processes to create a personalized experience and achieve client’s desired outcome• Led cross-department efforts to fix data integrity issues in client CRM databases and improve organizational processes to optimize operations, decrease staffing costs, and increase customer satisfaction • Front line for all customer requests and complaints, communicated customer needs and issues to internal teams and provided troubleshooting resources• Managed sponsorship relationship and created deliverable and fulfillment roadmap for 35 corporate accounts, so team could manage deliverables across multiple departments, improve communication to corporate sponsors, and inform corporate sponsors of new sponsorship products and features that could enhance the membership experience• Worked closely with organizational leadership, including Board of Directors, to strategically affect client growth strategy, while overseeing day-to-day operations and managing multiple client teams comprised of over 30 staff members• Supports membership recruitment planning and annual conference planning by developing project roadmaps, defining project objectives, timelines, and strategies, and regularly meeting with Executive Directors to attain organization goals.• Establishes tracking mechanisms and processes to create clear, effective information flow internally and with clients.Clients included Window and Door Manufacturers Association, National Lumber and Building Material Dealers Association, Institute of Clean Air Companies, American Ladder Institute, International Stability Operations Association, National Association of Local Housing Finance Agencies, and Vacation Rental Management Association

Assisted criminal investigators, forensic accountants and legal staff in the research on numerous criminal investigations being conducted by the Inspector General. My work involved researching social media sites, identifying additional leads, organizing investigative files to meet Grand Jury requirements and conduct link analysis. On a daily basis I interacted with the investigative team to include criminal investigators, lawyers, accountants and professional staff. In addition, I was assigned to the Legal Department of the Agency where I assisted in the research and compilation of information that supported a company’s suspension or debarment. I drafted several debarment and suspension orders for the Agency. I became well versed with Excel, Publisher, Power Point, and have expanded my writing abilities by writing legal documents and transcripts.