Experience

• 

  Commonwealth Of Massachusetts

  • Deputy Director Of Reporting And Operations Support, Masshealth

• 

  Commonwealth of Massachusetts

  • Quincy, Massachusetts, United States

  • System Operations Manager, MassHealth

    • Dec 2022 - Present
    • Quincy, Massachusetts, United States

• 

  IHRSA

  • Director Of Special Projects

    • Mar 2021 - Nov 2022

    I led projects to increase the value of membership, health promotion programs, and events for 10,000 health club trade association members. I led volunteer groups and associated projects, managed timelines and ensured deadlines and objectives were met. And I designed the framework to implement strategic projects into operations. I also served as Staff Director for the IHRSA Foundation - a 501(c)(3) affiliated foundation - which promotes health through exercise.My accomplishments in this role include:• Increased total membership and new sales revenue by 39% and 104% respectively by restructuring IHRSA's membership program.• Co-led the development of 28 industry best practices, managing 40 volunteers• Managed development and publication of a grant-funded IHRSA Foundation toolkit to help health and fitness clubs design initiatives and programs to improve mental health and well-being of members and visitors. • Managed a behavioral design study regarding the benefits of exercise and mental well-being completed in conjunction with a volunteer group and consulting company. • Led the development and adoption of new bylaws and selection of new Board Members for the IHRSA Foundation.

  • Senior Manager - Membership Analysis

    • Sep 2011 - Mar 2021

    I managed key projects, oversaw membership market research, and was in charge of analyzing membership and event data to increase revenue and participation from 10,000 US and international health club trade association members. I contributed to strategic planning efforts by executive leadership team, executed research, and formulated reports for the Board of Directors. I used qualitative and quantitative insights to enhance membership and event revenue and participation and presented suggestions to increase program impact, effectiveness, and engagement. I lead a team of up to four customer service, operations, and market research staff and interns. I continued to perform the duties of International Operations Manager until 2015.Some of my achievements included:• Managed development of a business plan approved by the Board of Directors.• Collaborated with sales team to increase retention of at-risk members 16% over two years through early identification of at-risk companies.• Served on a team that increased trade show attendance 13% by expanding promotional offers and revising pricing.• Led the creation of 60 SOPs to align workflows, implement systems, and refine processes.• Played a lead role in executing company-wide Salesforce database, including vendor selection, configuration, Q/A testing and validating data integrity as a proactive member of a cross-functional team.• Spearheaded customer surveys in five countries and three languages, managing outside consultants.

  • International Operations Manager

    • Jan 2007 - Sep 2011

    I directed operations, finances, communications and service delivery for 3,700 members in 70 countries. I developed budget and revenue forecasts and acquisition, engagement and retention strategies to achieve annual sales targets. I supported the planning and organization of up to four annual conferences. I worked with our internal marketing staff on production and design of marketing materials, measured the effectiveness of communications, and identified opportunities to improve outreach and engagement.My successes in this role include:• Collaborated with partners to develop a digital membership program that increased the total number of international members by over 60%.• Exceeded conference registration targets by 23% by developing special programming for delegates from select countries and working with partner organizations to effectively market and sell the event. • Exceeded membership renewal targets by 6% by implementing the first membership price increase in over 10 years.• Exceeded annual new membership sales targets by 9% by developing a membership brochure targeted to international clubs.• Created a bi-weekly email newsletter with a click-through rate of twice the industry average.