William Allen
Ohio,OH
Summary
Customer-focused professional with 5+ years of experience driving onboarding, engagement, and retention across SaaS platforms and large-scale communities. Proven track record of managing client relationships, streamlining processes, and delivering customer experiences that increase satisfaction and long-term loyalty.
Overview
6
6
years of professional experience
Work History
Volunteer Experience Coordinator
Besa Community
Columbus, Ohio
05.2022 - Current
- Managed a 20,000+ member community through a SaaS platform, serving as the primary point of contact for nonprofit partners and collaborating with BESA to deliver a seamless member experience and drive repeat participation
- Coordinated 350+ events end-to-end and led onboarding for nonprofits and volunteers, driving increased participation and higher satisfaction scores across the customer lifecycle
- Partnered cross-functionally with internal teams and nonprofit stakeholders to execute programs and streamline processes, resulting in smoother delivery and stronger long-term retention
- Ensured high-quality end-to-end customer experience for 300+ volunteers on the A&F Challenge Committee by owning onboarding, scheduling, and training for Abercrombie & Fitch's annual philanthropy fundraiser.
- Drove platform adoption and increased member participation by developing and launching the Gather for Good incentive program, activating board members and internal champions as community advocates
Community Experience Manager
The CMJ Group
Remote
12.2024 - 01.2025
- Delivered a scalable, engagement-ready community environment by building and launching the Medical PMRT association on Circle, designing onboarding flows, community spaces, and platform infrastructure from the ground up.
- Improved early-stage retention and member interaction by configuring personalized onboarding journeys on Circle that accelerated time-to-value and fostered authentic professional connection.
- Enabled a seamless community launch by developing operational playbooks and streamlining platform workflows, creating repeatable processes aligned with organizational goals.
Virtual Community Coordinator
Association of American Medical Colleges (AAMC)
Remote
09.2023 - 07.2024
- Improved member integration and retention for a 6,000+ member community by overhauling the onboarding experience on Higher Logic, resulting in 79% of members reporting meaningful conversations.
- Accelerated product adoption by collaborating cross-functionally with technical and marketing teams to launch the Mentor Match platform feature, with the majority of members reporting a stronger sense of connection.
- Deepened peer engagement and community retention by launching a monthly Member Spotlight program that consistently made members feel seen, valued, and connected.
Apheresis Telerecruiter II
American Red Cross Blood Services
Remote
10.2020 - 10.2022
- Maintained high customer satisfaction by managing donor-facing communications and resolving inquiries across community channels with consistency and care.
- Increased donor retention through proactive outreach and relationship-building, driving repeat participation and a strong overall donor experience.
Education
Bachelor of Science - Bachelor of Arts, Organizational Leadership
Cleveland State University
Cleveland, OHSkills
- SaaS Platform Administration
- Account & Partner Success
- Strategic Thinking & Program Development
- Cross-functional Collaboration
- Analytics & Reporting
- Process Optimization
Timeline
Community Experience Manager
The CMJ Group
12.2024 - 01.2025
Virtual Community Coordinator
Association of American Medical Colleges (AAMC)
09.2023 - 07.2024
Volunteer Experience Coordinator
Besa Community
05.2022 - Current
Apheresis Telerecruiter II
American Red Cross Blood Services
10.2020 - 10.2022
Bachelor of Science - Bachelor of Arts, Organizational Leadership
Cleveland State University