Barbra Hume
Red Bank,NJ
Summary
Dynamic professional with extensive experience at American Writers & Artists, excelling in career guidance and client assessment. Proven track record in implementing innovative strategies that enhance member services and drive successful job placements. Skilled in effective training delivery and compassionate support, fostering a collaborative environment for diverse clientele.
Overview
22
22
years of professional experience
Work History
Guidance Consultant
American Writers & Artists Institute
01.2019 - Current
- Utilized evidence-based practices in case management to guide decision-making processes while working with diverse clientele.
- Established a supportive environment that encouraged open communication between clients and staff members during consultations.
- Developed tailored action plans based on individual needs and goals, ensuring effective progress tracking and achievement of desired outcomes.
- Provided ongoing feedback and coaching to help clients refine their skills, overcome challenges, and achieve professional success.
- Implemented innovative strategies for career development, resulting in successful job placements for clients.
- Increased organizational effectiveness by continuously evaluating program offerings and implementing necessary improvements based on feedback from clients and staff members.
Director of Member Services
American Writers & Artists
01.2009 - 01.2019
- Set ambitious performance goals and provided regular feedback to drive team success in meeting or exceeding objectives consistently.
- Implemented state-of-the-art technology solutions that improved both staff productivity and overall member experience substantially.
- Collaborated with marketing and sales departments to create targeted campaigns for member acquisition and retention.
- Negotiated favorable contract terms with external vendors, ensuring cost-effective solutions without compromising service quality.
- Designed training materials and facilitated workshops to strengthen team skills in providing top-tier member support.
- Overhauled existing policies and procedures to align with industry best practices, enhancing overall service quality standards.
- Implemented data-driven decision-making processes, optimizing the efficiency of member services operations.
- Answered over 20-30 calls per day relating to customer and member products and services.
Member Service Representative
American Writers & Artists Institute
01.2003 - 01.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Education
Bachelor of Arts - Mass Communications
Elon College
Elon, NCSkills
- Multicultural competence
- Effective Training Delivery
- Career planning
- Client assessment
- Solutions-focused
- Compassionate
- Maintaining confidentiality
- Academic support
- Career advising
- Career guidance
Timeline
Guidance Consultant
American Writers & Artists Institute
01.2019 - Current
Director of Member Services
American Writers & Artists
01.2009 - 01.2019
Member Service Representative
American Writers & Artists Institute
01.2003 - 01.2009
Bachelor of Arts - Mass Communications
Elon College
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