Kimberly A. Hay
White Plains,MD
Summary
An experienced, member-driven association expert seeking an opportunity to bring my talents as a Certified Customer Service Professional (CCSP) to your member base.
Friendly Customer Retention Specialist who succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Member Sales & Retention Representative
Advanced Textiles Association
07.2021 - Current
- Developed new strategies for member retention activities.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed new member orientation video series.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional member service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Membership Specialist
Society of American Florists
01.2019 - 01.2021
- Welcomed new members and increased member retention, while we move to focus on non-dues revenue.
- Managed LiveChat presence for over 3,500 chats annually.
- Increased effectiveness during SAF’s presence at key industry trade shows, developing a follow-up plan for attendees.
- Served as Liaison to Retail Council of members nationwide, two meetings annually, plus small group projects.
Franchise Owner
Sweet Escapes Travel, LLC dba Cruise Planners
01.2015 - 01.2020
- Owned and operated a small, locally owned full-service travel agency for families and corporate travel.
Membership Retention Manager
American Bankruptcy Institute
01.2002 - 01.2014
- Managed an 85 percent member retention rate amongst 13,000+ members worldwide.
- Created ABI’s Social Media presence on LinkedIn, Facebook & Twitter as an alternative communication vehicle to convey value in ABI benefits, products/services and current newsworthy topics.
- Developed Member Benefits’ Kit for new members to quickly/easily grasp the benefits of their membership and use them immediately
- This transitioned into DiscoverABI; a webinar designed for new members.
- Maintained and updated 100,000+ member and prospect records in our iMIS database.
- Launched Recent Grad program for student members transitioning into full-time employment; this included reduced dues and a focus on benefits that met their immediate needs for the marketplace.
- Managed dues renewal production, supervised support staff with renewal mailing, inventory, preparation, design of marketing materials to showcase member benefits.
- Worked with Communications Director and Graphic Designer to ensure that we were able to utilize the space available in renewals for promotion of new products/services.
- Spearheaded the move to Parature software, authoring our knowledge base for members to use independently, provide live chat assistance to our members, which evolved into our Support E-Mail system.
- Served on ABI’s Membership Committee to develop strategic plans for the department for the coming year.
Education
BS in Mass Communications - Mass Communications
Towson State University
College of Southern Maryland
Skills
- Certified Customer Service Professional
- Microsoft 365
- Parature Chat LiveChat
- Trello
- Outstanding Interpersonal Skills
- Retention Strategies Knowledge
- Call Documentation
- Direct Sales, Service Upselling, Brand Representation
- Service Upselling
- Business Development
Certification
- International Customer Service Association (ISCA), Certified Customer Service Professional (CCSP), Module 1
- Why Customer Service Matters (ICSA Certification Module), Module 2
- What Customers Want (ICSA Certification Module), Module 3
- Essential Customer Skills, Part 1 (ICSA Certification Module), Module 4
- Essential Customer Skills, Part 2 (ICSA Certification Module), Module 5
- Handling Complaints & Dealing With Angry People (ICSA Certification Module), Module 6
- Customer Service as a Strategic Marketing Tool (ICSA Certification Module)
Affiliations
Certified Customer Service Professional (CCSP)
ASAE
In 1999, I earned the Certified Customer Service Professional (CCSP) from the International Customer Service Association. This certification shows how a CCSP can impact all aspect of your business.
CCSP
Certified Customer Service Professional (CCSP)Certified Customer Service Professional (CCSP)
International Customer Service AssociationInternational Customer Service AssociationIssued Sep 1999
Timeline
Member Sales & Retention Representative
Advanced Textiles Association
07.2021 - Current
Membership Specialist
Society of American Florists
01.2019 - 01.2021
Franchise Owner
Sweet Escapes Travel, LLC dba Cruise Planners
01.2015 - 01.2020
Membership Retention Manager
American Bankruptcy Institute
01.2002 - 01.2014
BS in Mass Communications - Mass Communications
Towson State University
College of Southern Maryland
Similar Profiles
Kimberly HaydenKimberly Hayden
Digital Print Specialist at Advanced Digital TextilesDigital Print Specialist at Advanced Digital Textiles
Nicole ArthursNicole Arthurs
Foreign trade clerk at Protex new advanced textiles GmbHForeign trade clerk at Protex new advanced textiles GmbH
Salman NawazSalman Nawaz
Internee in Electrical Department at Escorts Advanced Textiles (Pvt.) LtdInternee in Electrical Department at Escorts Advanced Textiles (Pvt.) Ltd
BELLARICHE ISIYABELLARICHE ISIYA
Childcare Provider at Self-employeedChildcare Provider at Self-employeed
Keiree MartinezKeiree Martinez
Aircraft Mechanic III at V2XAircraft Mechanic III at V2X