Tyrell Hamilton
New York,NY
Summary
Dedicated Member Experience Specialist with over 4 years of experience enhancing member engagement, improving retention, and delivering top-tier customer service in nonprofit organizations. Skilled in fostering positive relationships, managing membership accounts, and supporting community-driven initiatives. Known for using data-driven strategies to improve member satisfaction, streamline communication processes, and empower diverse member bases. Strong advocate for mission-driven work, committed to improving the member experience and ensuring alignment with organizational goals.
Overview
8
8
years of professional experience
Work History
Member Experience Specialist
American Cancer Society
01.2022 - Current
- Provide exceptional support to over 1,000 members, donors, and volunteers, addressing inquiries and resolving issues related to fundraising events, donation tracking, membership benefits, and organizational programs
- Maintain and update member profiles in NeonCRM, ensuring data accuracy for tracking donations, event attendance, and member activity
- Organize virtual and in-person events for donors and volunteers, contributing to a 25% increase in participation in fundraising events
- Train and mentor 3 junior specialists, fostering a collaborative environment to improve response times and ensure consistent communication standards
- Analyze member satisfaction data, generating reports and actionable insights to enhance engagement and program offerings, resulting in a 15% increase in member retention
- Collaborate with the marketing team to develop member communications, including newsletters and event invitations, ensuring alignment with organizational objectives
- Facilitate member outreach initiatives, collecting feedback and responding to concerns to continuously improve service and maintain a strong community of support
Volunteer Coordinator
Meals on Wheels
New York
01.2020 - Current
- Lead volunteer teams to deliver meals to homebound individuals, overseeing scheduling and ensuring a positive volunteer experience
- Foster relationships with local businesses to secure donations, increasing local support by 10
Donor Engagement Coordinator
Habitat for Humanity
06.2019 - 12.2021
- Managed communications and relationships with over 500 members and donors, focusing on retention and satisfaction by offering personalized support and addressing inquiries related to donations, volunteer opportunities, and community outreach
- Utilized Salesforce CRM to track donor contributions, membership renewals, and event participation, increasing donor engagement by 18%
- Coordinated outreach campaigns to engage new members and donors, resulting in a 30% increase in first-time volunteer participation
- Planned and executed donor appreciation events and volunteer recognition programs to cultivate long-term relationships with key stakeholders, raising over $50,000 in additional funds
- Resolved member concerns through phone, email, and in-person meetings, achieving a 90% satisfaction rate among members
- Actively participated in community workshops to educate members about the nonprofit's mission and upcoming projects
Membership Services Coordinator
YMCA
Brooklyn
03.2017 - 05.2019
- Provided customer support to more than 700 members, resolving inquiries related to membership services, program registration, and account management
- Managed member enrollment processes, ensuring timely updates of member records in NationBuilder, and assisting with membership renewals and cancellations
- Worked closely with program directors to ensure accurate communication of program offerings, increasing program registration by 20%
- Coordinated with other departments to facilitate smooth member interactions, including billing issues and membership status updates
- Implemented member feedback surveys, gathering insights that led to the creation of a new loyalty program that resulted in a 15% increase in long-term membership retention
- Trained new staff on member services procedures, ensuring consistency in delivering quality service
Education
Bachelor of Arts - Nonprofit Management
Long Island University
Brooklyn, New York05.2008
Skills
- Member Engagement & Retention Strategies
- Conflict Resolution & Problem Solving
- CRM Software (Salesforce, NationBuilder, NeonCRM)
- Data Analysis & Reporting
- Event Planning & Community Outreach
- Volunteer Coordination & Member Education
- Communication & Interpersonal Skills
- Account Management & Membership Renewals
- Feedback Collection & Actionable Insights
- Advocacy & Community Building
- CRM Systems: Salesforce, NationBuilder, NeonCRM
- Communication Tools: Microsoft Teams, Slack, Zoom
- Data Analytics: Google Analytics, Excel (Intermediate)
- Member Engagement Tools: MailChimp, Eventbrite
- Social Media Management: Hootsuite, Buffer
- Ticketing Systems: Freshdesk, Zendesk
References
Available upon request.
Volunteer Experience
Volunteer Coordinator, Meals on Wheels, New York, NY, 01/01/20, Present, Lead volunteer teams to deliver meals to homebound individuals, overseeing scheduling and ensuring a positive volunteer experience., Foster relationships with local businesses to secure donations, increasing local support by 10%.
Timeline
Member Experience Specialist
American Cancer Society
01.2022 - Current
Volunteer Coordinator
Meals on Wheels
01.2020 - Current
Donor Engagement Coordinator
Habitat for Humanity
06.2019 - 12.2021
Membership Services Coordinator
YMCA
03.2017 - 05.2019
Bachelor of Arts - Nonprofit Management
Long Island University
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