Debra Johnson
Fredericksburg,VA
Summary
Highly skilled in member engagement and issue resolution. Impressive capability for juggling multiple tasks within deadlines and delivering quality suggestions. Focused on helping resolve issues and capitalize on member opportunities.
Overview
14
14
years of professional experience
Work History
Consultant
American Counseling Association
Alexandria, VA
01.2022 - Current
- Answer calls and emails from members/nonmembers regarding questions about continuing education.
- Assist with gathering information on presenters such as headshots, handouts, bio's etc...
- Uploaded all information into Cadmium platform.
- Added/updated approximately 600 records (still currently working on this project) to iMIS from a co-sponsorship ACA conducted several months ago. An I.D. number had to be created for each attendee.
- Assist Crystal right away, when needed.
Phone Consultant
American Counseling Association
Alexandria, VA
10.2021 - 11.2021
- Delivered outstanding customer service to callers to maintain and extend relationship for future business opportunities while ACA transitioned to Bright Key.
- Liaised with customers, and ACA departments to better understand customer needs and recommend appropriate solutions.
- Resolved issues efficiently and enhanced member satisfaction ratings.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Connected members with services based on individual needs.
Member Engagement Supervisor
American Counseling Association
Alexandria, VA
10.2020 - 09.2021
- Learned internal systems iMIS, WebCourse Works, Verisign, and related service role duties to provide skilled team backup in handling member demands.
- Resolved concerns with members/non-members regarding products or services to help with retention and drive sales.
- Recommended specific products and services to members/nonmembers regarding continuing education or to ethics needs in alignment with individual needs, requirements and specifications.
- Assisted members with correcting account, service and sometimes system issues.
- Assisted attendees with questions/complaints and general needs during the month-long conference April 2021 (then a month of complimentary ON-DEMAND courses available to attendees during the month of May 2021).
Administrative Coordinator
American Counseling Association
Alexandria, VA
07.2011 - 10.2020
- Prepared detailed monthly stat documents and reports.
- Monitored and directed incoming mail, emails and calls and prepared outgoing mail for the Center.
- Collaborated in timely processing of billing and accounts receivables.
- Reconcile the credit card monthly for the department director.
- Worked closely with finance to accomplish timely invoicing and accounts receivables.
- Coordinated flights, ground transportation and hotel accommodations for those in the Center.
- Responded to questions and managed communications with callers (members and non-members).
- Organized spaces, materials and catering support for internal meetings within the Center.
- Resolved issues through listening and open-ended questioning, escalating major problems to Lynn Linde.
- Improved member satisfaction through application of superior conflict resolution and problem-solving skills.
- Performed billing, collection and reporting functions for the Center.
- Attended conference from 2011-2019 (no conference held in 2020) helping to coordinate and assist in the Career Center. Scheduling consults, making the schedule for each consultant. Set up/take down the area in the Expo Hall.
Accounts Payable
American Counseling Association
Alexandria, VA
02.2008 - 07.2011
- Prepared and emailed invoices to customers and documented account updates.
- Responded to inbound inquiries from members and division leaders regarding their accounts.
- Made outbound calls to vendors and members/non-members and division leaders to discuss and resolve account needs.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Used Great Plains and iMIS to reconcile accounts, track income and generate invoices.
- Reported financial data and updated financial records in ledgers and journals.
- Reconciled division account information and reported figures in general ledger by comparing to bank account statement each month.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Entered figures using 10-key calculator to compute data quickly.
- Maintained relationships with ACA vendors and managed monthly invoices.
- I attended conference working the registration area from 2009-2011. Assist with training temps, attendee questions/complaints. Assist with end of the night reconciliation of the money received that day.
Education
High School Diploma -
Spotsylvania High School
Spotsylvania, VA06.1990
Skills
- Processes and procedures
- Client Relationships
- Knowledgeable in iMIS, Great Plains, WebCourse Works, Microsoft Word, Excel, Cadmium
- Product and service knowledge-there is not much about ACA I don't know
- Persuasive communication
- Customer Relations
- Problem solving strength
- Retention strategies
- Interpersonal communication skills
Timeline
Consultant
American Counseling Association
01.2022 - Current
Phone Consultant
American Counseling Association
10.2021 - 11.2021
Member Engagement Supervisor
American Counseling Association
10.2020 - 09.2021
Administrative Coordinator
American Counseling Association
07.2011 - 10.2020
Accounts Payable
American Counseling Association
02.2008 - 07.2011
High School Diploma -
Spotsylvania High School
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