IAN WELKE
Ottawa,IL
Summary
Business-focused professional with a proven track record at Worldwide Golf Shops, enhancing customer satisfaction to over 95% through innovative support solutions. Skilled in data analytics and team leadership, I excel in driving membership retention and operational excellence, leveraging cross-functional collaboration to achieve impactful results in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Advertising Project Manager
MyGolfSpy
Remote
07.2024 - Current
- Onboard advertising contracts into Monday.com and assign deliverables
- Manage communications between MyGolfSpy and advertisers to ensure all needed materials and information are available to meet deadlines
- Track metrics for all articles, newsletters, and social media content, and report back to advertisers monthly
- Manage MyGolfSpy's Most Wanted licensing program and sell over $200,000 worth of licensing opportunities to testing winners
Customer Service Manager/Digital Merchandise Lead
Worldwide Golf Shops
01.2022 - Current
- Create and implement ChatBot, LiveChat, and Helpdesk platforms for improved customer response times and avenues
- Train and develop customer service team consisting of 5-7 members, providing support for all customer inquiries through email, phone, and chat channels
- Develop customer service metrics for employee efficiency, customer satisfaction (over 95%), and initial response time to inquiries further improving customer experience
- Troubleshoot inconsistencies and errors in our OMS and production web pages
- Double-check merchandisers for accuracy and select best practices in Akeneo for website publication
- Elevated customer satisfaction to over 95% through innovative support solutions.
Membership Coordinator
The Morton Arboretum
01.2020 - 10.2021
- Develop email marketing campaigns for acquisition, onboarding, and renewal communications in Act-On for over 50,000 members
- Oversee digital acquisition, onboarding, and renewal programs to increase membership and retain current membership base
- Record and analyze data for all areas of the membership program using Excel/Google Sheets
- Assist with the development of printed acquisition and retention campaigns with Eire Direct Marketing and internal marketing teams
Director of Golf Operations
Ruffled Feathers Golf Club
03.2018 - 04.2019
- Oversee the Arcis Players' Club Membership, helped increase membership from 200 to 275 members through staff sales training and targeted print campaigns
- Manage/hire outside service staff and schedule up to 35 employees
- Operate and manage golf outings/events up to 300 attendees using Golf Genius software
Education
Bachelor of Arts - Sports Management
Lewis University
01.2019
University of Illinois
Champaign-UrbanaSkills
- Customer Service
- Customer Relationship Management
- Data Analytics
- Membership Retention
- Microsoft Excel
- Time Management
- Training and Mentoring
- Decision-Making
- Team Building and Leadership
- Cross-Functional Collaboration
- Schedule Management
- Project Management
Additional Work
- Baseball Coach, Old Quarry Middle School
- Pro Shop Attendant, Ruffled Feathers Golf Club
- Golf Coach, Victor J. Andrew High School
- Pro Shop Attendant, Stone Creek Golf Club
Timeline
Advertising Project Manager
MyGolfSpy
07.2024 - Current
Customer Service Manager/Digital Merchandise Lead
Worldwide Golf Shops
01.2022 - Current
Membership Coordinator
The Morton Arboretum
01.2020 - 10.2021
Director of Golf Operations
Ruffled Feathers Golf Club
03.2018 - 04.2019
Bachelor of Arts - Sports Management
Lewis University
University of Illinois
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