Management Service

Angelic Graves

773-***-****

**********@*****.***

SUMMARY

I am a cause driven leader who has the skill and capacity to deliver

positive outcomes while advancing the organization's core values. I offer

expertise in member experience and driving excellence in service delivery.

I have been responsible for strategic leadership, multi-site operations,

revenue and expense management, relationship cultivation, and leading high

performing teams. I have a proven record in designing, integrating, and

executing programs while ensuring high levels of quality deliverables, and

service. I bring exceptional interpersonal and written communications

skills, and I thrive in challenge oriented, and performance based

organizations.

BACKGROUND

. Member Experience

. P&L Responsibility

. Operations Management

. Strategic Planning

. Logic Modeling

. Multi Unit Management

. Fundraising/Development

. Relationship Management

. Cause Driven Programming

. Board Development

. Field Marketing

. Project Management

PROFESSIONAL EXPERIENCE

YMCA of Metropolitan Chicago, Chicago, IL 2000 to Present

The Y is a cause-driven organization that is for youth development, for

healthy living and for social responsibility.

Senior Member Experience Director (2011 - Present)

Responsible for strategy, leadership and driving the overall membership

experience. This includes membership sales, and moving members from casual

to connected to committed; resulting in increased membership and program

retention. Also responsible for defining the impact of program operations,

community engagement, staff development, and strategic planning for two

YMCA centers, with a total membership base of over 10,000 members.

. Increased income 2.3% by enhancing member engagement practices and

alignment of program offerings

. Increased member retention 2.25% by structuring a service delivery

model based upon engagement levels

. Improved staff performance by creating a culture driven by the

utilization of data and business intelligence

. Enhanced growth strategy by expanding footprint of localized marketing

efforts

. Enhanced service delivery through accountability management

. Authored the Front Desk Manual to provide a written resource for all

tasks and activities

. Routinely prepared reports and presented to senior and executive

management

Program Director (2008-2010)

Lead all aspects of management, administration, and programming for the

Wabash YMCA. Responsible for leadership and operations for youth, teen, and

family programs, and special events. Promoted program growth, increased

member retention through program participation and member satisfaction.

Supported all YMCA programming and membership initiatives and campaigns.

. Improved membership retention by 6% by developing the 30-60-90 Day

Member Onboarding Plan

. Increased community engagement by 30% through the revitalization of

center partnerships and networks

. Raised over $10K for the annual campaign for two consecutive years

. Improved financials by 3% through expense line management and driving

revenue growth

. Enhanced service delivery scores by 12% by establishing focused

accountability management practices

. Created and streamlined multiple processes leading to greater

operational efficiencies

Angelic Graves Page Two

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Membership Coordinator (2007-2008)

Responsible for the delivery and supervision of excellent service to all

members, guests, and program participants. Responsible for responding to

member and guest needs, promoting memberships and programs, and maintaining

a welcoming and organized environment.

. Contributed in meeting and exceeding monthly and annual membership

sales goals

. Conducted prospective member tours

. Front line supervision and training for staff of 5 Membership

Representatives

. Responsible for oversight of all social media communications

. Oversight of department administrative duties; cash out, balancing

daily transactions, system updates, etc.

. Oversight of program and camp registration as well as membership sign-

ups and renewals

. Assisted with community marketing; flyering, tabling, and attending

special community events as needed

. Provided excellent member experience by exceeding member expectations

Membership Staff Representative (2005-2007)

Responsible for creating and nurturing a seamless and meaningful YMCA

member experience, from first point of contact with the Y to daily

engagement of current members by demonstrating our core values of caring,

honesty, respect and responsibility.

. Greeted members in person and on the phone

. Monitored access to the building

. Provided information on YMCA services and sold memberships

. Made follow-up tour and member referral phone calls

. Authorized refunds and maintained membership files

. Sold and registered program participants for YMCA programs, classes,

and special events

. Maintains all areas in clean, presentable fashion

. Gave tours to prospective and new members

. Assists with member appreciation days

. Executed the Metro Membership and Program Marketing plans and other

initiatives

Group Leader (2000-2003)

Implemented character building activities, to foster individual growth and

development of children in YMCA care.

. Participated with all children in programs that meet the emotional,

physical, intellectual needs of both the individual child and the

group.

. Modeled appropriate interactions that encouraged youth involvement in

activities.

. Encourages identification and verbalization of feelings.

. Assisted in the maintenance of the facility to ensure cleanliness at

all times.

. Participated in planning with other staff to include

lessons/activities within the framework of the assigned curriculum.

. Maintained a good relationship with parents through regular

communication and active participation in planned activities.

EDUCATION

BA, Mass Communications, Claflin University, Columbia, Summa Cum Laude -

2006

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