Twyla Gorens
Laurel,MD
Summary
Dynamic Membership Specialist with over 15 years of experience in associations and nonprofits, skilled in leveraging Community Brands NetForum, YourMembership, and various AMS platforms to drive member engagement and retention. A proven track record of enhancing operational efficiency through innovative process automation and data-driven strategies highlights a commitment to organizational success. Expertise in addressing member concerns with a solutions-first mindset fosters long-term relationships while leading initiatives that align with growth and retention objectives. Exceptional ability to integrate technical systems knowledge with outstanding member service ensures a seamless experience for all stakeholders.
Overview
18
18
years of professional experience
Work History
Part-Time Membership Representative
National Association of Real Estate Brokers
01.2024 - Current
- - Serve as first point of contact for members, delivering personalized support and guidance.
- - Maintain accurate records and reports, demonstrating strong attention to detail and administrative accuracy.
- - Provide clear communication via phone, email, and chat to resolve inquiries and educate members.
- - Promote the value of programs and resources to a diverse membership base.
Field Service Membership Representative
Nielsen
01.2021 - 01.2023
- - Trained families on the use of Nielsen equipment, providing step-by-step instruction and follow-up.
- - Built strong, long-term relationships with households through regular communication and trust-building.
- - Delivered one-on-one and small group support, reinforcing program participation and engagement.
- - Scheduled and prioritized assignments while maintaining compliance with program standards.
Senior Implementation Consultant & Customer Service Representative
Abila / Community Brands
01.2008 - 01.2021
- - Designed and delivered training webinars and user education sessions for new clients.
- - Supported more than 180 clients, providing clear instructional support and documentation.
- - Created standard operating procedures and guides tailored for learners’ needs.
- - Mentored and assisted Tier 1 representatives, reinforcing team training and problem-solving skills.
Education
Bachelor of Arts - Speech Communication
University of Illinois
Urbana, IL2003
Skills
- Learning & Database Platforms: YourMembership, NetForum AMS, Community Brands, Abila, NetSuite
- Productivity & Collaboration: Microsoft Office Suite, Webex, Excel, Jira, Zendesk
- Communication Tools: HTML, QuickBooks, Peachtree, Great Plains
Timeline
Part-Time Membership Representative
National Association of Real Estate Brokers
01.2024 - Current
Field Service Membership Representative
Nielsen
01.2021 - 01.2023
Senior Implementation Consultant & Customer Service Representative
Abila / Community Brands
01.2008 - 01.2021
Bachelor of Arts - Speech Communication
University of Illinois
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