Remote Customer Service & Data Operations Pro
Resume:
Angela L. Bonner
240-***-**** ********@*****.***
Clinton, MD Open to Remote/Hybrid
Professional Summary
Membership data operations and systems specialist with over 20 years of experience in nonprofit association environments. Managed enterprise CRM/AMS platforms including Salesforce/Fonteva, Higher Logic, NetForum, iMIS, and TIMSS to improve data integrity, streamline onboarding workflows, and automate reporting that supports recruitment, retention, and mission impact. Create and maintained SOPs to ensure consistent practices across departments. Collaborate with finance, IT, and internal teams to reconcile membership records, resolve discrepancies, and deliver accurate, actionable reporting. Recognized for clear communication, practical problem-solving, and reliable high-quality service that strengthens organizational trust and operational efficiency. American Association of Colleges & Universities (AAC&U) Manager, Membership Operations and Data
Washington, DC Apr 2021 – Mar 2025
• Managed CRM operations, processing memberships, renewals, terminations, and engagement workflows, while delivering high-quality customer service.
• Audited membership data to resolve discrepancies and improve accuracy for cross-department reporting.
• Created and maintained CRM documentation to support migration from iMIS to Salesforce, standardizing data practices and workflows.
• Led data integrity initiatives including National Change of Address (NCOA) updates, duplicate resolution, and coding protocol standardization.
• Collaborated with finance and IT to reconcile membership records, verify payments, resolve discrepancies, and ensure accurate CRM-to-accounting data flow. American Psychological Association (APA)
Directory Database Manager
Washington, DC Feb 2010 – Jun 2020
• Provided responsive support to member inquiries via email and CRM portals, maintaining high service standards and clear documentation.
• Managed technical operations and data maintenance to ensure accuracy and usability across systems.
• Provided guidance and training to on-boarding staff and colleagues.
• Collaborated with accounting teams to reconcile membership payments and ensure timely renewals; streamlined workflows to reduce processing delays and improve member satisfaction. American Psychiatric Association (APA)
Membership Database Manager
Arlington, VA Jun 2008 – Jan 2010
• Provided targeted mailing lists, donor labels, and campaign reports to support APA Foundation initiatives, including donor outreach, fellowship programs, and coordinate with Marketing and IT.
• Executed SQL queries and scripts to strengthen data integrity, ensure reliable membership records, and maintain consistent data flow across CRM systems.
• Work closely with marketing, print production, and vendor to assure file transfers were complete and successful.
• Verified payment records and resolved discrepancies to support donor tracking, reconciliation, and revenue reporting across CRM and finance systems.
Continued
Angela L. Bonner
240-***-**** ********@*****.***
Clinton, MD Open to Remote/Hybrid
Council on Foundations (COF)
Database Membership Specialist
Washington, DC Feb 2004 – Mar 2008
• Maintained member records in TIMSS, ensuring data accuracy across all departments.
• Coordinate with finance to ensure accurate billing and renewal workflows, while maintaining consistent membership updates across systems.
• Generated reports to inform strategic decisions and program evaluations.
• Provided technical guidance on database usage and reporting standards. Association of Women’s Health, Obstetric and Neonatal Nurses (AWHONN) Membership Database Specialist
Arlington, VA Mar 2001 – Jan 2004
• Managed a national membership database with 22,000 records to ensure accuracy and accessibility.
• Designed queries and reports in iMIS and Crystal Reports to deliver monthly and annual reporting.
• Maintained system configurations and processed billing files to support renewals and publication distribution.
• Generated lists and labels to facilitate rental revenue operations. Education & Certifications
Electronic Computer Programming Institute (ECPI) – Virginia Beach, VA Associate Degree in Computer Technology
New Horizons Computer Learning Center – Washington, DC Crystal Report Writing / Structured Query Language (SQL) Querying Rockville Computer Institute – Rockville, MD
Oracle Administrator Certified Associate (OCA) Certificate of Completion Technical Tools & Platforms
• Customer Relationship Management (CRM) Platforms: Salesforce/Fonteva, NetForum, Higher Logic (HL), Integrated Management Information System (iMIS), Technology-Integrated Member Services Solution (TIMSS)
• Reporting & Data Tools Microsoft Excel, Tableau, Power BI, Fonteva dashboards, CRM reporting tools
• Workflow & Standard Operating Procedures (SOPs) Development: CRM integrations, onboarding workflows, SOP creation and training
• Communication & Collaboration Tools: Microsoft Outlook, Word, shared inboxes, Zoom, and Teams for cross-department coordination
• Data Operations: Membership reconciliation, engagement tracking, data audits, segmentation strategies
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