Liana Dickerson
Los Angeles
Summary
Dynamic and results-driven Member Experience Manager at a luxury co-working space with a strong history of elevating member satisfaction. Proficient in critical analysis, event coordination, and cost optimization. Consistently delivering measurable improvements in operational efficiency and diversity initiatives.
Overview
9
9
years of professional experience
Work History
Member Experience Manager
Industrious
Los Angeles
12.2021 - Current
- Achieved an End-of-Year Net Promoter Score (NPS) average of 77.34, exceeding the target by 7 points, with consistent improvements in member satisfaction across quarters.
- Increased occupancy rates from 72% in Q1 to 98% in Q4, achieving an End-of-Year average of 85.25%—a 26% improvement over initial levels.
- Recovered a Q1 budget deficit of $414 and stayed under budget for the remainder of the year, optimizing cost management.
- Coordinated multiple volunteer events, including animal rescue initiatives, Griffith Park gardening projects, and "Letters of Hope," achieving the highest volunteer participation in the LA area.
- Promoted to manage a direct report, overseeing scheduling, performance management, OKRs, and conducting one-on-one sessions to enhance skills and foster self-sufficiency.
- Requested by corporate leadership to serve as sole co-chair for the Asian Pacific Islander Employee Resource Group, driving diversity and inclusion initiatives.
Credit Analyst
Upstart
Columbus
04.2021 - 12.2021
- Processed an average of 50+ loan applications weekly
- Reduced document review errors by 20% through enhanced verification processes
- Cut processing time by 30% due to new techniques that were then adopted by the rest of the company after proven success
Sales Floor Key Holder
L Brands: Bath and Body Works
Columbus
11.2015 - 10.2021
- Onboarded and mentored 28 new employees within 4 years, reducing training time by 7% within the first 90 days.
- Drove monthly revenue growth, achieving a 1.2% increase compared to the previous year.
- Streamlined daily operations, saving 5 hours per week in administrative tasks.
Brand Ambassador
Event Marketing Strategies
Columbus
05.2019 - 03.2020
- Delivered detailed event summaries and photographic documentation for over 32 events, ensuring comprehensive reporting for stakeholders.
- Boosted brand awareness by 20%, as measured by post-event surveys.
- Captured 150+ leads per event for brands that include PepsiCo, AEP Ohio, G&J, and Ohio Health.
Education
Bachelor of Science - Consumer and Family Financial Services
The Ohio State University
12.2020
Skills
- Inventory Management
- Strong verbal communication
- Vendor mangement
- Critical analysis
- Analytical problem-solving
- Customer relationship development
- Effective presentation skills
- Organized calendar management
- Google Suite/Microsoft Office
- Event coordination
Timeline
Member Experience Manager
Industrious
12.2021 - Current
Credit Analyst
Upstart
04.2021 - 12.2021
Brand Ambassador
Event Marketing Strategies
05.2019 - 03.2020
Sales Floor Key Holder
L Brands: Bath and Body Works
11.2015 - 10.2021
Bachelor of Science - Consumer and Family Financial Services
The Ohio State University
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