COURTNEY WATSON
Hyattsville,MD
Summary
Industrious and enthusiastic Manager proven to consistently meet productivity goals and business and customer service objectives. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving customer issues to maximize satisfaction and meet targeted service level.
Overview
17
17
years of professional experience
Work History
Sr, Manager, Membership & Administrative Services
Executives For Health Innovation
Washington, DC
03.2017 - Current
- Successfully increase membership enrollment by 38%; $220,000 net revenue increase.
- Oversee and monitor annual membership recruitment and retention activities and work collaboratively with marketing and program teams to develop campaigns and initiatives for recruitment and retention to engage current members and recruit new members.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Develop a strong rapport with our members and communicate membership value and benefits to current and prospective members via our website, email communications, member surveys, and ROI reports.
- Provide website maintenance for all membership, leadership council and board member-related data.
- Answer all incoming calls provide exceptional customer service and respond to all membership-related inquiries via phone and email.
- Create social media posts to highlight member articles and events and generate member-related entries for the published monthly newsletter and company website.
- Maintain data integrity, collection, and optimization of database (Constant Contact CRM).
- Report and analyze other key metrics, create agendas, board reports, monthly membership statistics and provide supplemental materials to staff, leadership council and board members
- Responsible for all record filing, bookkeeping, monthly bank reconciliation, collection calls, bank deposits and bank related inquires
- Train all new hires on how to utilize necessary technologies for desired job performance and comprehend organizational operations and policies.
- Create reports to show statistical data regarding revenue, retention and event attendance
SENIOR MEMBERSHIP SERVICES SPECIALIST
COMMUNITY ASSOCIATIONS INSTITUTE
FALLS CHURCH, VA
12.2009 - 04.2016
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigate and resolve customer inquiries and complaints quickly.
- Process membership applications, publication orders, membership renewals, vendor billings and course registrations
- Train new hires and temporaries to use the database effectively and efficiently
- Create and distribute departmental training manual to membership staff
- Generate renewal invoices and recertification billing statements
- Take inventory of publications and office supplies and create Excel spreadsheets to document inventory
- Serve as technical support for the website assisting members and chapter employees
- Maintain departmental billing statements and convert to an Excel file for review
- Recommend products to customers, thoroughly explaining details.
- Provide information to designation candidates in regards to certification and recertification requirements
- Prepare and disperse memorandums and outgoing packages via FedEx and UPS
- Cover the front desk when necessary, greeting all incoming visitors
MEMBERSHIP SERVICES MANAGER
TRANSPORTATION FEDERAL CREDIT UNION
WASHINGTON DC
02.2008 - 09.2009
- Direct training and retraining of employees to boost performance, enhance business results and cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
- Establish team priorities, maintain schedules, conduct teller audits and daily meetings.
- Supervise site investigations, reported issues and escalated those that required further assistance.
- Assist in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Communicate best practices among on-site and external personnel to align efforts and goals.
- Create develop retain and strengthen lifelong relationships with our customers by identifying their needs offering products and services that fit each segment of their lifestyles
- Meet and exceed personal sales goals and participate in all branch sales and marketing activities
- Prepare and disperse documents, letters, memorandums, reports, briefings, employee evaluations and administrative forms.
- Provide loan payment quotes, interest calculations, explanations on loan denials and approvals, review, prepare, process and disperse approve loans, revolving advances, and share secured loans
- Process direct deposits, payment transfers, automatic debits, wire transfers
- Open and close accounts verify balances and refer technical issues to appropriate departments
- Identified and communicated customer needs to supply chain capacity and quality teams
LENDING REPRESENTATIVE
TRANSPORTATION FEDERAL CREDIT UNION
WASHINGTON, PA
11.2006 - 02.2008
- Review loan agreements to ensure completion and accuracy.
- Submit loan applications to underwriters for review and disburse all approved loan products.
- Stay abreast of new loan products and services.
- Mail Adverse action forms within designated timelines based on regulatory guidelines.
- Identify client financial goals and suggest loan products and services to financial achieve goals.
- Contact auto dealers and creditors for pay-off confirmations.
- Negotiate payment arrangements with members who have delinquent loans.
- Obtain copies of applicant credit histories and financial statements.
- Market lending products and cross-sell additional banking products and services.
- Researched relevant resources to assist members, identified member representation needs, and troubleshot the next steps to provide optimal support for members.
- Understand each target customer's business model, and identify unique technological needs.
MEMBER SERVICE REPRESENTATIVE
TRANSPORTATION FEDERAL CREDIT UNION
WASHINGTON DC
01.2005 - 11.2006
- Research review and evaluate all applications.
- Prepare deposits, payment transfers, automatic debits, wire transfers, visa check card, atm card, western union, balance transfer and payroll deduction requests.
- Answer member inquiries by telephone, internet, email and in person.
- Perform all administrative related duties for the front desk.
- Cross sell all credit union products and services.
- Maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintain accurate and current customer account data with manual forms processing and digital information updates.
Education
Bachelor of Arts - Communications
University of Maryland - College Park
College Park, MD06.2000
CERTIFICATIONS - Banking And Financial Support Services
FDIC
Washington, DCSkills
- Meeting Support
- Employee Performance Management System
- Planning and Prioritization
- Microsoft Project
- Accounts Payable and Accounts Receivable
- Financial and Operational Reporting
- Supervising Personnel
- Records and Database Management
- Customer Care
- Business Operations
- Customer Retention
- Client Relationships
- Bank Reconciliation
Accomplishments
- Ethics and Trust FDIC
- Reg.CC and Member Funds FDIC
- Identity Theft Red Flag FDIC
- Truth and Savings FDIC
- Social Engineering: Prevention Basics FDIC
- Suspicious Activity (Bookkeepers) FDIC
- Understanding Check 21 FDIC
Timeline
Sr, Manager, Membership & Administrative Services
Executives For Health Innovation
03.2017 - Current
SENIOR MEMBERSHIP SERVICES SPECIALIST
COMMUNITY ASSOCIATIONS INSTITUTE
12.2009 - 04.2016
MEMBERSHIP SERVICES MANAGER
TRANSPORTATION FEDERAL CREDIT UNION
02.2008 - 09.2009
LENDING REPRESENTATIVE
TRANSPORTATION FEDERAL CREDIT UNION
11.2006 - 02.2008
MEMBER SERVICE REPRESENTATIVE
TRANSPORTATION FEDERAL CREDIT UNION
01.2005 - 11.2006
Bachelor of Arts - Communications
University of Maryland - College Park
CERTIFICATIONS - Banking And Financial Support Services
FDIC
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