Administrative Assistant Certified Public

DARRYUS JOHNSON

Baltimore, MD ***** adnh3q@r.postjobfree.com 202-***-****

WORK EXPERIENCE

Member Relations/Customer Service Manager

Maryland Nonprofits - Baltimore, MD April 2014 to Present

•Defines business processes and analytics to drive team efficiency and improve overall profitability

•Oversee all aspects of the membership department overseeing 1300+ members

•Provide program support for convening special events and annual conferences

•Oversee in designing membership drives to increase retention and recruitment efforts

•Works with the Director of Membership to continue cultivating Maryland Nonprofits' group buying programs and other member benefits, and continuously explore new benefits and opportunities

•Manage Associate member relationships

•Manage Interns

•Works with the Director of Membership to develop and implement a recruitment plan for business members.

•Manages and coordinates member events

•Manages all customer retention activities and takes initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information for over 1300+ members

•Handles feedback from customers, advocates concern, resolves and handles escalated issues

•Manages and maintains membership database (Salesforce)

•Represent organization at conferences and outside meetings and networking events

Member Relations/Customer Service Rep (Remote Part-Time)

MetaCoastal – Glen Burnie MD

May 2019 to April 2021

•Managed large amounts of inbound and outbound calls in a timely manner

•Identified customer’s needs, clarified information researched issues and provided solutions

•De-escalated situations involving dissatisfied customers, offering patient assistance and support

•Reviewed customer accounts and provided updates and information about billing

•Made special accommodations when needed for VIP customers

•Kept records of all conversations in a comprehensive way

Administrative Associate

Maryland Nonprofits - Baltimore, MD April 2013 to April 2014

•Greet visitors and answer general questions about Maryland Nonprofits including the services we offer, the benefits we provide our members, and how we support the nonprofit sector in Maryland

•Assist visitors with using office facilities, oriented members to the library, assisted members with using fundraising databases.

•Coordinated member usage of conference rooms, maintain online conference room calendars, and disperse conference room keys/key fobs to members scheduled to use conference space

•Record / log visitors in our CRM database system

•Answer general questions about Maryland Nonprofits, transferring callers to appropriate staff members for specific inquiries and/or requests, and taking messages and distribute to staff as needed

•Maintained and responded to general information email for Maryland Nonprofits (adnh3q@r.postjobfree.com), distributed

emails to appropriate staff when required

•Answer calls and monitor faxes and emails related to training participant registrations, cancellations, directions, and other general concerns/inquiries about training programs (questions beyond event logistics and registration related issues can be forwarded to the Educational Programs Coordinator)

•Process training registrations, cancellations, transfers, receipt requests, and invoice payments for training participants

•Update program attendance information after the receipt of all completed training materials

•Assist in staffing training events

•Provide phone and email assistance to members as able and log in CRM database

•Monitor Technical Assistance emails and assign to appropriate staff for follow-up

•Participates in marketing all programs and services of the association, including cooperative buying programs, statewide and regional training programs, statewide and regional events (annual conference, Legislative Preview), technical assistance services (e.g. library services, one-to-one technical assistance, lawyer referral, consultant referrals), special project services (e.g. Standards for Excellence, Management Innovation Fund), etc.

•participates in recruitment and retention of nonprofit members

•Actively participates in organization-wide efforts, including staff meetings and special events

Administrative Assistant

Organizational Development Division - Glen Burnie, MD November 2009 to April 2013

•Administer New Employee Orientation (NEO) and WINGS Mentoring Programs, including development of processes; scheduling multiple program events; distributing, collecting, and tabulating course evaluations; and routing confidential/ sensitive paperwork (e.g., for employee access to computer systems or notices of personnel actions)

•Research, collect, and analyze information; make recommendations in response to routine and complex internal customer inquiries regarding division offerings, programs, and agency-wide events

•Compile, monitor, and report completion information for state and federally mandated training to ensure agency compliance with pertinent regulations

•Maintain and organize office operations and procedures such as electronic data management, filing systems, and supply requisition

•Diplomatically interface with internal and external customers as designated point of contact for Organizational Development division

•Manage and schedule a department-wide calendar of appointments, meetings, classes, and off-site functions for a team of 7 Learning Specialist

•Efficiently receive, track, and resolve technical support requests related to the MVA's Learning Management System (LMS)

EDUCATION

Certified Public Manager

University of Baltimore - Baltimore, MD 2013

Diploma

Washington High School - Princess Anne, MD 1995

SKILLS

•Proficient with Microsoft Office Suite

•Adept in the use of database applications and presentation software to compile information and create reports

•Customer-focused with a history of exemplary client service

•Well-developed data analysis and interpretation skills

•Well-organized and practiced at prioritizing tasks

•Strong, clear, and concise oral and written communication

•Dynamic personality able to interact effectively with all staff

•Exceptional problem-solving and critical thinking competencies

•Customer Care

•Customer Service

•Front Desk

•Customer Experience

•Call Center

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