Victoria Ortiz-Folino
Elmwood Park,IL
Summary
25 Plus years experience in customer relations and 18 years in association and nonprofit management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Manager, Member and Client Services
American Osteopathic Association
08.2018 - Current
- Manage operations of the member services department that provides customer support to over 196,000 osteopathic physicians, medical students, and key stakeholders
- Direct call center operations including inbound call communications, email communications, data management, payment processing, and other customer support.
- Develop new-hire onboarding programs and ongoing staff development.
- Create and maintain standard operating procedures
- Facilitated staff training for migration to new Salesforce Fonteva CRM
- Overseen ancillary customer support operations for CME data entry, physician credentialing, certifying board services, practice management and physician advocacy
- Facilitated departmental restructuring non-membership related operations to business appropriate units effectively improving and streamlining member experience.
- Manage member recruitment strategies for upselling/cross-selling membership to prospective members
- Developed outbound membership recruitment campaign yielding 33% conversions and $425,000 in revenue in 1st quarter.
- Implemented customer satisfaction survey and obtained 90% satisfaction rating.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Member Service Specialist
American Osteopathic Association
06.2011 - 08.2018
- Provided exceptions customer service to AOA members and key stakeholders
- Handled 200-400 daily inbound calls and email communications from external and internal customers.
- Reconciled and processed membership dues payments and other financial requests
- Utilized varied data management systems including iMIS EMS, eRequestor, CME360, Credentialing Profile System, Nextiva, Vicidial and in-house software to manage member support.
- Served as staff ambassador for the Annual OMED Convention and provided support for affiliate conferences, osteopathic awareness initiatives and annual staff membership recruitment campaigns.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate, maintaining connections with valuable clients during challenging situations through proactive communication and problem-solving skills.
Project Coordinator
American Osteopathic Association
10.2006 - 06.2011
- Executive Assistant to Division Director, supporting preparation of bureau and council meetings and reconciling department, committee, program expenses and budgets
- Coordinated of various affiliate engagement programs including the AOA Healthy and Viable Affiliate Organizations annual reporting program
- Provided administrative support for the internally managed affiliate associations with membership campaigns including dues billing, payment processing, data management and preparation for CME programs including regional conferences and continuing education courses.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
Education
Bachelor of Arts - Dual Concentration: Psychology, Fine Art
DePaul University
Chicago, IL06.2001
Some College (No Degree) - Accounting And Business Management
Northeastern Illinois University
Chicago, ILSkills
- Teamwork and Collaboration
- Organization and Time Management
- Conflict Management and Resolution
- Critical Thinking
- Flexible and Adaptable
- Administrative and Executive Support
- Customer and Client Management
- Staff Management, Training and Development
- Project, Meetings, and Events Support
- Strong Written and Verbal Communications
- Business Software including Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, Teams, SharePoint, OneNote), Google Docs, Adobe Acrobat, Photoshop, Lightroom, Illustrator
- Salesforce/Fonteva (CRM), eRequestor, iMIS (EMS)
Timeline
Manager, Member and Client Services
American Osteopathic Association
08.2018 - Current
Member Service Specialist
American Osteopathic Association
06.2011 - 08.2018
Project Coordinator
American Osteopathic Association
10.2006 - 06.2011
Bachelor of Arts - Dual Concentration: Psychology, Fine Art
DePaul University
Some College (No Degree) - Accounting And Business Management
Northeastern Illinois University
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