Veronica Torsney
Denver,CO
Summary
Dedicated and results-driven leader with extensive experience in membership services, staff development, and community engagement. Proven ability to enhance member experiences, develop high-performing teams, and drive operational efficiency. Passionate about building inclusive and thriving communities through innovative programming and strategic leadership.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Experience Director (District Executive)
YMCA of Metropolitan Denver
12.2023 - Current
- Direct and oversee operations for multiple branches, ensuring high-quality member engagement, staff performance and training, system and transaction efficiency and accuracy
- Lead facility maintenance, financial development, and community relations to enhance the YMCA’s impact
- Supervise staff recruitment, training, and performance, fostering a culture of service excellence
- Spearhead fundraising efforts, securing financial support to meet organizational goals
- Establish partnerships with local businesses, schools, and community organizations to drive membership growth
- Serve on the planning committee for the 2024 North American YMCA Development Organization annual conference
Experience Director – Wellness Centers
YMCA of Metropolitan Denver
01.2021 - 01.2023
- Developed and executed high-quality member engagement strategies to support branch and association goals
- Recruited, trained, and managed branch leadership team to deliver exceptional service in a fast-paced environment
- Led operations for the wellness center, ensuring a seamless member experience and adherence to high service standards within the bounds of association budget
- Implemented policies and procedures to enhance operational efficiency and member satisfaction
- Collaborated with cross-functional teams to create special projects in membership, programming, and risk management
Member Experience Manager
Susan M. Duncan Family YMCA
01.2018 - 01.2019
- Managed membership services, including sales, marketing, and retention strategies
- Supervised up to 25 part-time staff and a $2 Million Membership Budget
- Developed and executed membership engagement initiatives and special events such as monthly member engagement activities, father-daughter dance, family fun days, and holiday celebrations
- Oversaw administrative functions such as reporting, budgeting, and data analysis
- Supported marketing and operational improvements to enhance member experiences
Member Service Representative I & II
Susan M. Duncan Family YMCA
01.2015 - 01.2018
- Provided outstanding customer service, engaging with members and guests to foster a welcoming environment
- Assisted in recruiting, training, and supervising membership service staff to maintain high service standards
- Managed membership tours, achieving a high tour closure rate and driving new memberships
- Created and maintained membership information guides to support front desk operations
Education
Bachelor of Arts -
University of Colorado At Boulder
Boulder, CO01-2016
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Employee development
- Team management
- Budget management
Accomplishments
- Arvada Chamber of Commerce - Leadership Bootcamp Graduate (2020)
- Arvada Chamber of Commerce Member - (since 2019)
- North American YMCA Development Organization - Young Professionals Program Graduate (2022)
Certification
- CPR/AED Certification
- Basic Life Support Certification (BLS)
- YUSA Leader Certification
- YUSA Team Leader Certification
Timeline
Sr. Experience Director (District Executive)
YMCA of Metropolitan Denver
12.2023 - Current
Experience Director – Wellness Centers
YMCA of Metropolitan Denver
01.2021 - 01.2023
Member Experience Manager
Susan M. Duncan Family YMCA
01.2018 - 01.2019
Member Service Representative I & II
Susan M. Duncan Family YMCA
01.2015 - 01.2018
Bachelor of Arts -
University of Colorado At Boulder
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