Active older adult YMCA off-site Euclid Senior Center Coordinator
Brenda G. Sims
Cleveland
Summary
Empathetic professional with a strong background in member engagement and data analysis. Recognized for improving service delivery and resolving issues promptly, contributing to overall member satisfaction and loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Membership Representative
YMCA Of Greater Cleveland
5000 Mayfield Rd. 44124/15501 Lorain Ave.44111
02.2018 - Current
Facilitated member engagement through effective communication and personalized service.
Coordinated membership onboarding processes to enhance retention and satisfaction.
Managed account updates and inquiries using CRM systems for efficient service delivery.
Developed and implemented strategies to promote membership benefits and programs.
Managed member inquiries and resolved issues to enhance satisfaction and retention.
Streamlined membership enrollment processes, increasing efficiency in onboarding new members.
Led initiatives to improve member engagement through targeted outreach programs.
Analyzed membership data to identify trends and inform strategic decisions on services offered.
Collaborated with cross-functional teams to enhance overall member experience across platforms.
Mentored junior representatives, providing guidance on best practices and service excellence.
Assisted prospective and established members in person or by telephone.
Helped members navigate systems, pay for services and resolve different concerns.
Coordinated enrollment and onboarding of new members with associated feeds and paperwork.
Led tours of facility to show prospects amenities and other benefits of membership.
Supported new members by facilitating connections with established participants and smooth integration into activities.
Increased membership retention through proactive outreach and timely resolution of issues.
Managed incoming inquiries via phone, email, or in-person, providing comprehensive information about membership options.
Conducted facility tours for prospective members, highlighting benefits and amenities offered.
Supported the development of membership policies and procedures, contributing to efficient operations.
Successfully resolved escalated member complaints by actively listening, empathizing, discussing solutions together, and following up postresolution.
Coordinated closely with other departments such as fitness trainers or guest services teams to ensure seamless support for member needs.
Enhanced member satisfaction by providing exceptional customer service and addressing concerns promptly.
Contributed to increased membership sales through personalized follow-up with prospective clients after initial contact or facility tour.
Fostered positive relationships with members by actively engaging in conversation during check-in process or throughout facility usage periods.
Resolved billing discrepancies by thoroughly reviewing account details and collaborating with finance department when necessary.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Exhibited high energy and professionalism when dealing with clients and staff.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Trained new personnel regarding company operations, policies and services.
Identified and resolved discrepancies and errors in customer accounts.
Trained staff on operating procedures and company services.
Cross-trained and backed up other customer service managers.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
No Degree -
Ohio University
Athens, Ohio
Skills
Patience and tolerance
Goal oriented
Building relationships
Data entry proficiency
Accomplishments
The ability to train new employees.
Certification
CPR, YMCA of Greater Cleveland- [2025-2027]
Interests
My most important interest spending time and growing stronger on a spiritual note and representing who I am and who I serve In regard to physical fitness/wellness, I speak about it often, to encourage others and admit I have slacked
Enjoy participating in [activity] for overall physical and mental well-being
Gym Workouts
Timeline
Membership Representative
YMCA Of Greater Cleveland
02.2018 - Current
No Degree -
Ohio University
Active older adult YMCA off-site Euclid Senior Center Coordinator
Silver Sneakers program that was an offsite for the YMCA. Active Older Adult Coordinator consisted of keeping track of the 3rd party participants and make sure they were signed up for new members of the center that wanted to participate in the class. Also, all were manually checked in manually. Examples: Silver Sneakers/ United Healthcare(Optum-Renew) as well as Silver & Fit. Also, stood in as the instructor as a substitute at times needed.
