Wilma Luger
Milwaukee,WI
Summary
- Service-driven and dedicated to the mission and core values of the YMCA.
- Deeply invested in the success of the YMCA of Greater Waukesha County.
- Experienced in building relationships with members and staff through communication and mutual respect.
Overview
20
20
years of professional experience
Work History
Membership Director
YMCA of Greater Waukesha County-West Suburban YMCA
Wauwatosa, WI
11.2021 - Current
- Lead and manage membership department operations, focusing on the recruitment and retention of members, ensuring alignment with the YMCA’s mission of strengthening community through youth development, healthy living, and social responsibility.
- Oversee and direct the recruitment, hiring, training, development, and scheduling of the West Suburban membership team.
- Foster a member-focused culture by implementing strategies to improve member satisfaction and retention.
- Model exemplary customer service practices, and coach staff on effective member service techniques, enhancing both member experience and staff performance.
- Collaborate with Association leadership to design and execute strategic initiatives aimed at achieving membership growth and retention goals.
- Organize and promote membership and program enrollment, leveraging marketing efforts to maximize community engagement and participation.
- Budget planning and execution for the membership department, ensuring efficient management of funds and resources to meet financial goals.
- Spearhead community engagement efforts through membership events, representing the YMCA at local functions to strengthen brand awareness and visibility.
- Support the YMCA’s Annual Support Campaign, ensuring its success through team coordination and outreach efforts.
- Manage customer service issues, ensuring prompt resolution to maintain positive member relationships, and increase retention.
- Track membership statistics, check sales, terminations, and usage numbers weekly.
- Utilize customer feedback surveys to assess satisfaction levels among existing members.
- Collaborate with staff across departments to ensure smooth operations related to member services.
- Manage agency memberships and build close relationships with agency leadership teams and staff.
Sales Associate
Cost Plus World Market, Inc
Brookfield, Wisconsin
10.2019 - 12.2021
- Assist customers by utilizing service standards while representing the World Market brand.
- Stock merchandise according to marketing schematics, visual appeal, and safety standards.
- Maintain stockroom and sales floor organization and standards.
- Adhere to loss prevention and distressed merchandise policies and procedures.
Membership Specialist
YMCA of Greater Waukesha County-West Suburban YMCA
Wauwatosa, WI
09.2021 - 11.2021
- Provided excellent customer service to ensure members had the best possible experience.
- Developed relationships to ensure member retention and satisfaction.
- Served members in an efficient and friendly manner.
- Processed new memberships and cancellations, updated memberships, and processed class registrations.
- Handled member requests and questions in a timely and proficient manner. Answered phones, directed calls, and provided accurate information.
- Provided leadership to the Welcome Center and Business Desk staff in the absence of the Membership Director.
Marketing Coordinator & Administrative Assistant
Hearst Marketing Resources
Milwaukee, WI
09.2005 - 11.2021
- Maintained close relationships with clients and vendors to ensure the successful completion of projects.
- Provided support in the planning, coordination, and execution of promotional campaigns.
- Assisted in creating presentations for clients outlining proposed solutions.
- Coordinated with design teams to develop creative materials such as brochures, flyers, and advertisements.
- Followed projects through production to meet deadlines and client satisfaction.
- Managed media relations, including weekly traffic instructions to radio and TV stations, auditing media invoices to ensure accuracy and fair spot rotation, maintaining media inventory, reports, and coordinating updates as necessary.
- Manage all areas of clerical support and marketing fulfillment.
Education
BBA - Marketing Management
Kennesaw State University
Kennesaw, GA05-1999
Skills
- Membership Recruitment
- Member Retention
- Budget Management
- Customer Service
- Team Building
- Relationship Building
- Community Engagement
- Teamwork and Collaboration
- Sales and Revenue Growth
- Strategic Planning and Goal Setting
Timeline
Membership Director
YMCA of Greater Waukesha County-West Suburban YMCA
11.2021 - Current
Membership Specialist
YMCA of Greater Waukesha County-West Suburban YMCA
09.2021 - 11.2021
Sales Associate
Cost Plus World Market, Inc
10.2019 - 12.2021
Marketing Coordinator & Administrative Assistant
Hearst Marketing Resources
09.2005 - 11.2021
BBA - Marketing Management
Kennesaw State University
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