DAMARIS MIRANDA
Des Plaines,IL
Summary
Highly motivated and results-oriented professional with over 20 years of experience in membership management and support services. Proven ability to lead teams, manage databases, and deliver exceptional customer service. Bilingual (Spanish and English) with strong communication, problem-solving, and organizational skills.
Overview
26
26
years of professional experience
Work History
Senior Manager, Support Services
American Massage Therapy Association
Evanston, IL
12.2015 - Current
- Lead and manage representatives across multiple teams with responsibilities which include hiring, training, coaching/development, and performance evaluations
- Oversee the Customer Experience Department of 16 representatives
- Provides performance trends and analysis to support team’s progress and adherence to guidelines established by the association
- Act as the Member Experience liaison to IT, supporting efficient/consistent CRM usage and accurate data entry through co-development and testing of Standard Operating Procedures reflecting best business practices
- Develop and maintain clear lines of communication with management; offer feedback on processes and provide improvement opportunity recommendations
- Assist in the development and implementation of operational procedures, including system changes that support Member Experience, and other departments within the organization
- Manage a team of 4+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Conducted regular performance audits for direct reports to provide feedback on their work performance.
- Established effective communication channels between different departments within the organization.
Membership Coordinator, SSO Foundation Administrator
Society of Surgical Oncology
Rosemont, IL
09.2012 - 01.2016
- Managed and supervised the Society of Surgical Oncology membership department consisting of 2k+ members
- Managed the iMIS database, with keeping records up-to-date, maintaining CME’s, and coordinating procedures for database cleanup
- Coordinated and implemented procedures for processing lockboxes, membership dues billing, credit card processing, application processing, and mailing list orders
- Reviewed and prepared reports for all membership application recommendation to the Membership Committee, as well as the membership mailing lists and the journal lists
- Provided support to increase membership for student candidates in the fellowship training as well as active applicants
- Collaborated with the Membership Committee with a goal to develop the highest standards for membership recruitment and experience efforts
- Assistant to the SSO Foundation Operations Manager with processing donations, creating donor letter and running donation reports
- Managed the membership booth at society’s Annual Meeting and other events, including development of materials, booth logistics, and assistance with questions regarding membership, renewals, and benefits
Customer Service Representative
Society of Critical Care Medicine
Mount Prospect, IL
11.2011 - 09.2012
- Represented Customer Service on the Membership Team
- Work with the team to implement and measure recruitment and retention efforts
- Responded to member inquiries about membership including benefits, dues payments and membership status
- Responded to customer inquiries regarding SCCM educational events including registration fees, course availability and other activities
- Responded to customer inquiries regarding SCCM products sold including availability, pricing, order status and product recommendations
- Accessed and updated the SCCM database in these areas; took orders, applied payments and processed orders
- Worked on-site at SCCM educational meetings
- Processing registrations, orders and dues payments and provided additional assistance to the SCCM staff and customers
- Provided phone support for any inquiries on outstanding invoices
Membership Coordinator
Bostrom Corporation
Chicago, IL
07.2006 - 06.2010
- Managed and maintained the online membership database of more than 20,000 members for the largest client, the Society of Women Engineers; including new, renewed, and reinstated applications
- Prepared, reviewed, and distributed the monthly membership reports to the Membership Committee
- Managed and coordinated all materials for new member packets, renewal notices/letters and student upgrade notices, as well as created daily batches and logged all accounts receivable
- Responsible for processing online merchandise orders and maintaining the inventory for Society of Women Engineers supplies
- Prepared and ran all client reports and updates in the membership database and on the Web site
- Processed registrations, provided support for events and programs, managed, set up and tear down of the membership booth at the National Conferences
- Encouraged members and non-members to review compare and participate in programs provided for them on the Society of Women Engineers website
Society Assistant
American Academy of Orthopaedic Surgeons
Rosemont, IL
12.1998 - 06.2006
- Responsible for managing and maintaining the certification database, recording current and new membership for the National Board for Certification of Orthopaedic Surgeons, as well as preparing and mailing new membership packets
- Prepared annual recertification documents for the recertifying OPA’s
- Assisted the Director with coordinating events, preparing the preliminary programs and the final programs for the J. Robert Gladden Orthopaedic Society and the Cervical Spine Research Society’s Annual Meetings and Instructional Courses
- Processed dues payments, membership applications, meeting registrations, checks and credit card payments for membership and annual meetings for five different societies
- Attended annual meetings and assisted with registrations for physicians and exhibitors
- Department receptionist; answer multiple line phone system, greet all visitors, send and receive faxes
Education
B.A - Fashion Marketing & Management
The Illinois Institute of Art
Chicago01.2003
Skills
- Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), SharePoint, Crystal Reports, netFORUM, iMIS, TIMSS, and ACGI (Web-based)
- Soft Skills: Communication, Leadership, Teamwork, Problem-Solving, Customer Service, Organization, Time Management, Bilingual (Spanish & English)
Languages
- Spanish, Proficient in communication and reading.
- English, Proficient in communication, reading and writing.
Timeline
Senior Manager, Support Services
American Massage Therapy Association
12.2015 - Current
Membership Coordinator, SSO Foundation Administrator
Society of Surgical Oncology
09.2012 - 01.2016
Customer Service Representative
Society of Critical Care Medicine
11.2011 - 09.2012
Membership Coordinator
Bostrom Corporation
07.2006 - 06.2010
Society Assistant
American Academy of Orthopaedic Surgeons
12.1998 - 06.2006
B.A - Fashion Marketing & Management
The Illinois Institute of Art
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