Today we're speaking with a group of rock stars who are essential to the Y's success. While Y members may never see them at Y facilities, these individuals work every day to make the Y experience the best it can be. We're talking about the men and women–the voices on the other end of the phone–who make up our Member Service Center. Their stories of connection are heartwarming and offer valuable lessons in what it means to provide quality customer service.
IN THIS EPISODE:
[01:25] Robert introduces today's guests
[4:00] Christy discusses how membership service contributes to the overall mission and impact of the Y
[5:37] Anna shares how their team answers questions from prospective members and assists current members regarding billing, programming, the Y app, and any membership issue they may have, and Christy talks about dealing with challenges
[9:15] Zaidely explains her role as the association's internal support and technical specialist, and Allison shares that Zaidely is bilingual, which is reflective of the changing communities in Atlanta
[11:24] Christy shares how the Membership Service Center meets the vision and goals the Y has set forth and how the team lifts each other when there are challenging phone encounters
[15:50] Anna discusses the strategy they use to keep members engaged and keeping them connected to the Y, and Christy discusses their role in membership satisfaction
[21:57] Zaidely shares her impressions of the Y as a new employee
[24:10] Anna shares the success story of a shy employee, and Christy tells about a memorable moment. She also has advice for someone wanting to become a Y member
[32:19] The panelists all share their initial Y experience
KEY TAKEAWAYS:
[3:51] The Y highly values the Membership Service Center, as it plays a crucial role in guiding members toward the diverse range of services and programs offered by the Y. The team considers themselves adept at problem-solving, actively addressing inquiries and assisting potential members with any questions about joining.
[5:31] The Membership Service Center efficiently addresses inquiries related to membership billing, connects members with various programs, and assists with navigating the Y app, to name a few of their duties. Their effectiveness lies in listening to members' concerns and responding attentively.
[11:10] The Membership Service Center team operates based on the foundational values of Caring, Honesty, Respect, and Responsibility, embodying these principles to fulfill the Y's work objectives.
RESOURCE LINKS:
BIOGRAPHY:
Christy Allen has been with the Y for 27 years. Her favorite part of her job is training, empowering staff, and watching them solve problems with confidence. When she is not at work she loves to be outside, especially near water - an ocean, lake or swimming pool will do. She also loves to cook, read and snuggle with her pups. Christy says her Y experience has taught her the importance of daily exercise, connecting with others, and finding a work environment that feeds her mind and heart.
Anna Robinson is a native of Decatur, Georgia and has 11 years of membership experience with the Y. She enjoys helping potential members learn about the Y and admires the supportive work the organization does in our communities. She holds a Master's Degree in Psychology with a concentration in Child & Adolescent Development from Capella University and a Bachelors in Psychology from Georgia State University. Outside of work, she enjoys reading, watching tv, and is an avid sports fan.
Zaidely Dickinson, Operations Systems Support Analyst, joined the Y team in November. As a Spanish/English bilingual professional with 20+ years of business experience in various industries including working in the Salesforce ecosystem and since then has worked to help drive business continuity, customer satisfaction, and operational efficiencies through analytics. With a strong sense of community and a growth mindset that keeps her in a perpetual state of learning, she enjoys experimenting with healthy recipes in the kitchen, exploring nature through hikes and runs, and indulging in her love for dance, particularly salsa and merengue.
