CRYSTAL N. BAKER
Huntsville,AL
Summary
Proactive and versatile professional with experience optimizing productivity, efficiency, and service quality across diverse environments. Highly dependable, ethical, and supportive leader that blends advanced organizational, technical, and business acumen to produce successful results. Works effectively with cross-functional teams, or independently, to ensure operational and service excellence. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities, and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
18
18
years of professional experience
Work History
Membership Retention Specialist
Chamber of Commerce
Huntsville, AL
01.2021 - Current
- Develop and strategize methods to recruit and retain members to the Chamber of Commerce through liaising and engaging with businesses and vendors, providing oversight, leadership, and direction for a seamless, positive client experience
- Strategically developed marketing plan with team members to retain current members through data analysis of trends and initiatives, thereby providing creative ideas and improving client ratings by 10% in 120 days
- Design creative and cost-effective incentive and morale-boosting programs (including special events and a tiered awards structure) that increased client satisfaction and participation
- Create new membership marketing materials, update new member applications, and communicate the benefits of Chamber membership
- Facilitate cross-departmental collaboration to meet department objectives and deadlines.
- Compile reports summarizing progress towards goals and objectives of the initiative.
- Explain membership offerings and requirements to applicants and answered related questions.
- Monitor member progress and updated membership files accordingly.
- Built and maintain strong relationships with members by successfully resolving issues and responding promptly to phone inquiries.
- Review applications and documentation to make decisions pertaining to membership.
- Provide guidance to new staff members about their roles and responsibilities within the organization's programming framework.
- Monitor budget allocations for various aspects of the department, ensuring compliance with fiscal requirements.
- Prepare periodic reports, financial statements and records on membership activities for management.
- Identify opportunities for improvements in existing processes or policies related to program operations.
Travel Specialist
NASA-Marshall Space Flight Center
Huntsville, AL
01.2020 - 12.2020
- Increased bottom-line revenue by monitoring and expanding customer satisfaction ratings, researching travel options, and rate negotiations, to present the best rates and deals, thereby generating client retention
- Ensured travel itinerary accuracy, collected customer fees, managed refunds, and provided accurate travel documentation to enhance customer satisfaction
- Managed operations and coordinated domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations
- Boosted reservation system proficiencies, accurately maintaining itineraries and processing transactions in ConCur Gov Travel System
- Increased leadership skills, maintaining accurate airline regulations and travel law knowledge to eliminate project lags
Secretary II
NASA-Marshall Space Flight Center
Huntsville, AL
01.2016 - 12.2020
- Motivated and driven to exceed sales goals and build long term relationships with customers and deliver positive experiences through high-quality customer care, maintaining a great sense of humor and a positive attitude
- Spearheaded special projects, eliminating obstacles to save time and reduce costs by resolving 95% of technical issues, automating office operations and effectively managing correspondence and communications
- Managed calendars for Space Launch System Booster Element Manager and other diverse teams across multiple departments, tracking actions and changes as needed
- Created and designed PowerPoint presentations on department accomplishments and KPI's, independently maintaining safety visit records and managing Supervisor Safety Web Page
- Generated official and non-official correspondence, strictly adhering to the NASA Correspondence Standards Manual, GPO Style Manual, and Gregg Ready Reference Manual
Administrative Assistant
John Hogan, M.D., OB-GYN
Huntsville, AL
01.2007 - 12.2016
- Established efficient workflow processes, monitored daily overall productivity, and implemented modifications to improve overall effectiveness of personnel and patient activities related to their plan of care
- Monitored client statuses and reports, delivering results to physician and senior leadership, championing increased levels of customer satisfaction and conflict resolution success
- Managed daily office operations and maintenance of equipment, inventory, and accurate records for all inventory and business supplies
- Operated high-volume phone system and maintained daily direct and indirect client relations operations including being the point of contact for patients, managing practice finances including account deposits and payables
- Communicated with physician and teammates to ensure client needs are met and issues are resolved to maintain continuity of care
Education
B.S. - Business Administration
Faulkner University
Montgomery, AL01.2020
B.S. - Contract Management & Accounting
Athens State University
Athens, AL01.2017
Skills
- MS Office Suite
- PowerPoint
- Excel
- Word
- MS Teams
- Visitors Management System
- Center-wide Action Tracking Systems
- ConcurGov Travel System
- CRM Software
- Customer relationship management
- Member onboarding
- Issue resolution
- Financial reporting
- Event planning
- Process improvement
- Communication skills
- Conflict resolution
- Retention marketing
- Data review
- Client retention strategies
- Leadership development
- Documentation
- New member onboarding
- Conduct orientations and training
- Interpersonal skills
- Willingness to learn
- Attention to detail
- Analytical skills
- Excellent communication
- Policies implementation
- Adaptability and flexibility
- Client engagement
- Needs analysis
- Calendar management
- Customer service
- Travel coordination
- Relationship building
- Appointment scheduling
- Travel arrangements
- Verbal and written communication
- Time management
Hobbies and Interests
- Volunteering & Community Involvement
- Writing
- Photography
- Traveling
- Exploration & Knowledge
- Artistic Endeavors
- Yoga & Dance
Professional Development
NASA Safety, Defense, Public Speaking, Digital Marketing, 2022
Timeline
Membership Retention Specialist
Chamber of Commerce
01.2021 - Current
Travel Specialist
NASA-Marshall Space Flight Center
01.2020 - 12.2020
Secretary II
NASA-Marshall Space Flight Center
01.2016 - 12.2020
Administrative Assistant
John Hogan, M.D., OB-GYN
01.2007 - 12.2016
B.S. - Business Administration
Faulkner University
B.S. - Contract Management & Accounting
Athens State University
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