MARISELA GUZMAN
Myrtle Beach,SC
Summary
Dynamic and results-driven Membership Manager with extensive experience enhancing member experiences and fostering strong relationships within corporate environments. Proven expertise in onboarding new members, managing renewals, and delivering comprehensive support to maximize member benefits. Skilled in membership administration, vendor management, and data accuracy, with a strong focus on compliance and operational efficiency. Adept at communicating effectively with diverse stakeholders and providing backup support to ensure seamless team operations. Committed to driving member satisfaction and engagement through proactive outreach and exceptional service delivery.
Overview
18
18
years of professional experience
Work History
Membership Manager
Association of Proposal Management Professionals
10.2021 - Current
- Serve as the go-to support liaison for Corporate Members, delivering comprehensive information on member benefits, events, and resources to enhance their experience.
- Facilitate a warm and efficient onboarding process for new Corporate Members, ensuring they feel integrated and valued within the APMP community.
- Drive membership renewals by initiating outreach 90, 60, and 30 days prior to expiration, along with diligent follow-ups 30 days post-expiration to maintain member engagement.
- Follow up with the corporate Point of Contact (POC) after payment processing to confirm the distribution of member benefits and highlight available resources.
- Manage the processing of new memberships, renewals, and cancellations while ensuring data integrity within the membership database.
- Create and distribute promotional codes for event registrations, monitor usage through a tracking spreadsheet, and engage with Corporate Members as needed.
- Provide clear and concise instructions to members on how to request certification issuance once their benefits are activated.
- Support invoicing for additional purchases made during the membership term and follow up on outstanding or unpaid invoices to ensure timely payments.
- Efficiently complete supplier or vendor application forms to establish essential partnerships that benefit the organization.
- Complete yearly supplier questionnaires to ensure adherence to organizational compliance standards.
- Prepare and submit W-9 forms to vendors as required for tax compliance.
- Submit invoices through supplier portals to ensure prompt financial operations and maintain positive vendor relationships.
- Disable member benefits for Corporate Members who do not renew by updating their status to "Non-member Company" and adjusting affiliate records accordingly.
- Conduct thorough secondary reviews of paid accounts post-payment to ensure accuracy in member type, paid-through dates, and seat counts.
- Monitor and update Corporate Member accounts to reflect changes such as new additions, removals, and renewal statuses, ensuring that all data remains accurate and up-to-date.
- Provide phone and email backup support to front lines, ensuring continuity in communication.
Operations Associate
The National Grants Management Association
03.2020 - Current
- Serve as the first point of contact for inquiries regarding membership fees, benefits, and services
- Maximize customer satisfaction by handling info box emails and day to day telephone interactions with CAPP Partner prospects and members
- Assist with renewal of individual and group membership inquires
- Assist in maintaining accurate records by verifying and updating member profile information
- Connect with members failing to renew via phone to aid retention strategies
- Process remote deposits for NGMA's Products and Services
- Manage Job Board Site
- Provide event registration assistance
- Manage Chapter Events upon request
- Acts as a liaison between members and higher management
- Administrator of the CAPP Partner Program
- Manage credit report for monthly reconciliation process
- Responsible for audit of current procedures and improved best practices by recommending security awareness training for all staff taking credit card payments over the phone
- Identified opportunities for continuous data base improvements
- In charge of granting and terminating staff permissions to services and software
- CGMS Certification backup for application reviews and exam approvals
- Responsible for maintaining vendor accounts and ensuring payments and receipts are saved for accountant
- Serve as primary administrator to IT contractors
Member Services Coordinator
The National Association of Professional Employer Organizations
05.2016 - 02.2020
- Support registration function for events, including registration assistance on and off site
- Manage implementation of new database developments
- Prepare online evaluation forms for events and compile resulting responses
- Assist in the marketing campaign to new members, which includes merging data and mailings of promotional items
- Responsible for compilation of board book for leadership events
- Coordinate sponsor materials for events and conferences
- Assist members with renewal and membership inquires
Member Services Representative
The American College of Radiology
10.2015 - 04.2016
- Assist members with meetings registrations
- Set up and manage meetings in databases for several societies'
- Assist with Systems Testing, Maintenance and Query Reporting
- Participate in and travel to organizational events and activities as required
- Lead decision maker in departmental activities
- Responsible for running reports to create badges as well as compiling all items needed for meetings
- Main point of contact for general office email and phone inquiries
Information Services Coordinator
CLARB
04.2008 - 09.2015
- Serve as CRM expert, providing technical support for entire organization
- Train new employees and explain protocols clearly and efficiently
- Maintain composure and patience in face of difficult customer situations
- Support customers having data connectivity issues, starting membership, registering for an exam and renewing membership
- Inform staff about CRM issue resolution progress
- Provide support to the Member and Stakeholder Experience Manager
- Participate in and travel to organizational events and activities as required
- Schedule and participate in conference calls
- Upload Continuing Education in database
- Responsible for approving and declining refunds
- Responsible for the approval and set up of special accommodations
- Set up all exam administrations in database
- Proficiency with Microsoft Word, Excel, Powerpoint and Outlook
- Assist members with Compilation of Career Management Record
- Participate on various project teams to improve overall operations of organization
- Responsible for reactivating and updating of member records
- Distribute department's mail merges
- Tier 2 customer service operator
- Correspond to the general office email inquires
- Review records towards CLARB Certification Standards
Administrative Assistant
Tri-State Management
10.2006 - 03.2008
- Managed incoming and outgoing calls for busy property management office
- Maintained electronic and paper files
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Dispersed incoming mail to correct recipients throughout the office
- Received and screened a high volume of internal and external communications
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Created Powerpoint presentations used for business development
- Assisted with Hispanic speaking homeowners
Education
Associates in Computer Networking
ITT Technical Institute
Chantilly06-2012
Skills
- Brand awareness
- Sales strategy development
- Adaptability and flexibility
- Relationship building
- Team collaboration
- Communication skills
- Administration and reporting
- Problem-solving abilities
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Membership Manager
Association of Proposal Management Professionals
10.2021 - Current
Operations Associate
The National Grants Management Association
03.2020 - Current
Member Services Coordinator
The National Association of Professional Employer Organizations
05.2016 - 02.2020
Member Services Representative
The American College of Radiology
10.2015 - 04.2016
Information Services Coordinator
CLARB
04.2008 - 09.2015
Administrative Assistant
Tri-State Management
10.2006 - 03.2008
Associates in Computer Networking
ITT Technical Institute
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