Melanie Cooper
Crown Point,IN
Summary
Service- oriented Director with more than 7 years experience. Strategic and analytical with motivational leadership style and expertise in growing and retaining member relations by providing support and customer satisfaction. Committed to streamlining procedures while optimizing employee talent.
Overview
8
8
years of professional experience
Work History
District Membership Director
Crossroads YMCA
08.2022 - Current
- Develop and execute the membership acquisition plan through marketing campaigns and avenues to meet association wide goals
- Develop systems that ensure accurate and consistent prospect and new member tracking and follow up procedures- implement timely reporting of all relevant data in support of monitoring performance
- Lead membership experience, retention training and onboarding best practices while supporting and guiding membership leaders in hiring, training and supervision of staff resulting in a world class experience that can be replicated
- Coach and train staff in creating a culture of excellence in sales presentations, closing techniques, impeccable phone interactions and in-person services
- Develop and maintain relationships with key partners, and other collaborative organizations and agencies
- Direct staff operations in hands on model at three facilities with facility usage over 5,000 visits daily and over 60,000 total members
- Manage annual budget portfolio of $10m+
- Conduct team member feedback, corrective actions, and evaluations for a team of 75 part time Member Engagement Staff/Manager on Duty Staff and 10 fulltime staff
Member Engagement Director II
Crossroads YMCA- Southlake YMCA
10.2021 - 08.2022
- Drive strong recruitment, development and succession planning processes to insure the hiring, development and retention of high quality staff team of 40+ employees
- Generate high level customer service models and trainings such as secret shoppers, member surveys, and leading-edge methods for feedback satisfaction
- Prepare daily, weekly and monthly member and unit financial statistical reports
- Direct staff operations in hands on model with facility usage of approximately 3,500 daily visits and 40,000 total members
- Conduct team member feedback, corrective actions, and evaluations for a team of 50 part time Member Engagement Staff/Manager on Duty Staff and 4 fulltime staff
Member Engagement Director
Crossroads YMCA- Southlake YMCA
08.2018 - 08.2022
- Direct staff operations in hands on model with facility usage of approximately 2,000 visits daily and 25,000 total members
- Build relationships with customers and community to establish long-term business growth
- Collaborate with upper management to implement continuous improvements and exceed teem goals
- Compile and analyze data to determine approaches to improve costumer satisfaction
- Conduct team member feedback, corrective actions, and evaluations for a team of 40 part time Member Engagement Staff/Manager on Duty Staff and 2 fulltime Coordinators
Member Engagement Coordinator
Crossroads YMCA- Southlake YMCA
12.2016 - 08.2018
- Implement member service and engagement strategies that support the recruitment of new members and retention of existing members in a welcoming environment
- Lead Member Engagement team members in providing exemplary customer service through building relationships, assisting in reaching personal goals and instilling a sense of belonging
- Conduct team member feedback, corrective actions, and evaluations for a team of 30 part time Member Engagement Staff/Manager on Duty Staff
- Direct staff operations in hands on model with facility usage of approximately 1,000 daily visits and 12,000 total members
Member Engagement Supervisor
Crossroads YMCA- Southlake YMCA
01.2016 - 12.2016
- Maintain updated knowledge of internal processes and industry best practices to optimize service delivery
- Direct staff operations in hands on model with facility usage of approximately 800 daily visits and 10,000 total members
- Train, mentor and evaluate employees on service quality, knowledge and performance
Member Engagement Specialist
Crossroads YMCA- Southlake YMCA
01.2015 - 01.2016
- Greet and assist members, guests and staff with a smile and relationship ready manner.
- Communicate membership options and perks to prospective and existing members to upgrade/upsell membership to increase retention
- Implement member service and engagement strategies that support and encourage the recruitment of new members and retention of existing members in a welcoming environment
Education
Bachelor of Arts - Elementary Education With Emphasis On Special Ed.
Saint Josephs College
Rensselaer, IN04.2010
High School Diploma -
Crown Point High School
Crown Point, IN05.2006
Skills
- Critical Thinking
- Customer Interaction
- Membership Databases
- Active Listening
- Effective Customer Communication and support resulting in Excellence
- Client Base Retention
- Team Recruiting and Onboarding
- Operating Procedures and Policies
- Financial Records
Additional Information
2023- Serve on Membership Pricing Taskforce Team
2022-Present: Serve on Youth Protection Risk Management Cabinet
2020- Present: Served as Chair to Association Member Engagement Cabinet
2020: Served as Chair to Association Emergency Child Care | COVID- First Responders
Timeline
District Membership Director
Crossroads YMCA
08.2022 - Current
Member Engagement Director II
Crossroads YMCA- Southlake YMCA
10.2021 - 08.2022
Member Engagement Director
Crossroads YMCA- Southlake YMCA
08.2018 - 08.2022
Member Engagement Coordinator
Crossroads YMCA- Southlake YMCA
12.2016 - 08.2018
Member Engagement Supervisor
Crossroads YMCA- Southlake YMCA
01.2016 - 12.2016
Member Engagement Specialist
Crossroads YMCA- Southlake YMCA
01.2015 - 01.2016
Bachelor of Arts - Elementary Education With Emphasis On Special Ed.
Saint Josephs College
High School Diploma -
Crown Point High School
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