Kellen Westering

About Kellen Westering

My name is Kellen Westering, and I graduated from Pacific Lutheran University with a degree in communications, emphasizing journalism, along with a minor in coaching. While at PLU, I had the opportunity to play football, which taught me valuable lessons about teamwork, discipline, and perseverance. After graduating in the winter of 2016, I spent a season playing professional football in Germany, an experience that further shaped my perspective and appreciation for collaboration and adaptability.In the workplace, I strive to lead with a people-first mindset and a genuine desire to build meaningful relationships. I care deeply about helping others feel seen, valued, and supported, and I continue to learn how to bring out the best in those around me. My father and grandfather modeled a strong work ethic and a servant-hearted approach to leadership that I try to live out daily, along with a commitment to growth and being intentional in how I show up for others. I enjoy working as part of a team and value the creativity and learning that come from shared effort. I currently work for the YMCA of Pierce and Kitsap Counties as an Association Member Experience Director, where I’m grateful for the opportunity to serve our members and staff. My three areas of focus are growth, retention, and experience. Creating positive, welcoming experiences through thoughtful and uncommon customer service is a responsibility I take seriously. My hope is that each member’s time at the Y feels encouraging and becomes a bright part of their day.If asked to describe my top five leadership qualities they would include:Servant leadershipRelationship-buildingCompetitive spirit rooted in growthCommitment to culture and team valuesClear and thoughtful communication

Experience

1. Association Member Experience Director

   YMCA of Pierce and Kitsap Counties

   Jul 2022 — Present · Tacoma, WA, US

   Team leadership-Develop, execute and monitor experience strategies, activities and budgets for assigned areas-Ensure consistency and strategy and execution among team members, to deliver on organizational priorities and key performance indicators-Connect engagement center staff to community Center‘s to develop relationships become experts in community Center activities and events and, demonstrate excellence-Lead the association engagement center to be a resource and a role model of excellence and service.Member experience planning and implementation-Develop a culture that exists on quality standards best practices and strategic action plans that support an excellent member experience-Provide guidance direction and support for all team member experience efforts, membership activities, processes and systems at association community centers to ensure achievement of goals-Track, monitor, analyze and report on member satisfaction and experience feedback from a variety of sources to elevate and monitor member satisfaction-Ensure program registration is an enhancement to the member experience-Understand the capabilities of the current membership tracking and retention systems and ensure the use of its full potential-Ensure innovation and improvement and systems, processes, and data, and make recommendations when necessary regarding new technology. Supervision-Lead the YMCA Call Center, overseeing 20 Customer Service Specialists-Recruit, hire, train, develop and provide direct supervision and coaching to the Engagement Center, Director and team-Regularly Monitor, review and evaluate staff performance-Develop and implement strategies to motivate staff and achieve goals.Relationship management and collaboration-Serve as advocate and liaison to all community centers and departments-Anticipate the needs of association community centers programs and groups-Ensure the consistent execution of member experience and membership plans

Education

• Pacific Lutheran University

  Communications Major with a concentration in Broadcast Journalism/ Minor in Coaching

  2011 — 2016

Skills

• Leadership
• Radio Broadcasting
• Sports Radio
• Video
• Broadcast Journalism
• News Anchoring
• Writing
• Broadcasting
• Social Media
• Improvisation
• Television
• Sports Writing
• Sports Play-by-Play
• Public Speaking
• Sports
• Microsoft Office
• Coaching