Darlene Stewart
Orlando,FL
Summary
Dynamic professional with a proven track record at The Institute of Internal Auditors, excelling in membership lifecycle management and relationship building. Achieved a 25% increase in member engagement through strategic outreach and tailored support. Adept at complex problem solving and committed to enhancing member experiences through effective communication and collaboration.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Member Value Associate
Florida Institute of CP As
Orlando, Florida
01.2022 - Current
- Foster meaningful internal and external relationships by offering tailored service, and building collaborative partnerships to support membership growth.
- Leverage current legislation and industry trends to inform, advise, and communicate effectively with CPA and accounting professionals, ensuring relevance and value in outreach.
- Assess member needs, and deliver tailored recommendations and personalized outreach strategies to drive upsell and retention outcomes.
- Sustain rigorous documentation of member interactions, including inquiries, feedback, and complaints, providing insight for campaign evaluation.
- Support initial event planning by researching venues, coordinating logistics, and assisting with contract submissions.
- Manage and respond to inquiries in the chapter email inbox, maintaining clear communication and prompt follow-up with stakeholders.
- Boosted member retention by 10% in one year through proactive CRM analysis and a personalized outreach campaign spotlighting tailored member benefits and upcoming events.
- Resolved over 50 daily member inquiries, leveraging active listening and problem-solving skills to maintain high satisfaction and service consistency.
- Enhanced multi-channel stakeholder communication, professionally engaging via phone, email, face-to-face interactions, website chat, and social media platforms to support member needs.
- Offered administrative and operational support to chapters lacking a full leadership team, ensuring continuity of functions and member engagement.
- Streamlined receivables processing, efficiently handling member applications, renewals, CPE registrations/orders, updates, and data entry with precision and timeliness.
- Promoted FICPA resources, including tools, memberships, sponsorships, and educational opportunities, utilizing deep organizational knowledge to influence retention and conversion.
- Supported special projects within the Membership Department, contributing to strategic initiatives that bolster overall enterprise goals and member experience.
- Tracked and helped drive the completion of chapter workflows using Wrike, ensuring the timely execution of tasks and deliverables.
- Identified trends in member inquiries, recommending process improvements to support service quality, and efficiency.
- Monitored membership behavior, flagged potential concerns, and proposed solutions to elevate service quality.
Senior Member Value Specialist
The Institute of Internal Auditors
Lake Mary, Florida
01.2019 - 01.2022
- Facilitated onboarding efforts for new group members and existing members, ensuring seamless integration and an improved member experience.
- Collaborated within a team environment to establish membership goals, aligning strategy and execution to achieve acquisition targets.
- Maintained and updated member records, including data entry for prospective and new members, ensuring precision and compliance in membership database management.
- Increased member engagement with professional development resources by 25%, and drove a notable rise in continuing education participation by overseeing a quarterly email campaign.
- Enhanced membership value and secured long-term engagement by supporting the design and implementation of member recruitment, retention, and outreach strategies for both individual and group memberships.
- Attained new membership acquisition goals by supporting targeted recruitment initiatives and member outreach tactics.
Virtual Instructor
Arise Corporation
Aventura, Florida
01.2013 - 01.2019
- Coached adult learners in eLearning concepts, fostering comprehension and self-sufficiency through tailored instruction and interactive delivery.
- Recorded daily attendance to ensure accurate, compliant tracking of learner participation, and program progress.
- Evaluated assignments and provided timely performance feedback, reinforcing learning outcomes, and supporting continuous improvement.
- Trained over 200 remote customer service agents, significantly attaining a 95% certification success rate, and minimizing early attrition by 20% through high-impact virtual instruction and sustained learner support.
- Resolved learner queries within defined timeframes, delivering personalized support through organized enhancement sessions to drive learning success.
- Boosted learner support and responsiveness by engaging across multiple channels (phone, email, and web conferencing).
Virtual Trainer
Concentrix
- Drove a 40% improvement in assessment scores among underperforming trainees through targeted one-on-one coaching and structured learner support.
Education
Valencia College
Orlando, FLSkills
- Membership lifecycle management
- Member engagement and event planning
- Complex problem solving
- Relationship building
- Database management
- Team leadership and collaboration
- Customer service excellence
- Recruitment and retention strategies
- Process improvement
- Active listening
- Leadership skills
- Attention to detail
- Customer relationship management
- Project coordination
- Meeting organization
- Professionalism and courtesy
- Task prioritization
Certification
- Microsoft Excel Certification
- Six Sigma Yellow Belt Certification
Timeline
Member Value Associate
Florida Institute of CP As
01.2022 - Current
Senior Member Value Specialist
The Institute of Internal Auditors
01.2019 - 01.2022
Virtual Instructor
Arise Corporation
01.2013 - 01.2019
Virtual Trainer
Concentrix
Valencia College