Terri Campbell
Grand Rapids,MI
Summary
Dynamic Member Services Manager with a proven record in enhancing member retention and satisfaction. Expertise in team management and staff training, driving operational efficiency and delivering exceptional customer service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Services Manager
MVP Sports Clubs
Grand Rapids, MI
04.2014 - Current
- Led member engagement initiatives to enhance retention and satisfaction.
- Developed training programs for staff to improve service quality and operational efficiency.
- Implemented performance metrics to assess team productivity and member experience.
- Streamlined communication processes between departments to ensure consistent member support.
- Analyzed member feedback data to identify trends and drive service improvements.
- Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
- Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new team members, helping build a skilled workforce committed to delivering excellent results for our organization''s members.
Manager on Duty
MVP Sports Clubs
Grand Rapids, MI
11.2006 - 04.2014
- Supervised daily operations and ensured adherence to company policies and safety protocols.
- Trained and mentored staff on customer service techniques and operational procedures.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
Education
Hospitality And Tourism Management
Grand Valley State University
Allendale, MIAssociate of Applied Science - Hospitality Management
Grand Rapids Community College
Grand Rapids, MISkills
- Customer service expertise
- Staff training and development
- Team management
- Multitasking Abilities
- Strong leadership
- Problem-solving
- Attention to detail
Certification
CPR AED/ First Aid Certified, American Heart Association
Timeline
Member Services Manager
MVP Sports Clubs
04.2014 - Current
Manager on Duty
MVP Sports Clubs
11.2006 - 04.2014
Hospitality And Tourism Management
Grand Valley State University
Associate of Applied Science - Hospitality Management
Grand Rapids Community College
Over and Above Leadership award
Nominated and awarded by peers and upper management