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Contributors
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Melissa Walling, MBA, CAE, IOM, Director, Member Relations & Services, ALA
Melissa Walling, is currently the Director, Membership Development & Customer Service at the American Library Association serving 58,000 library workers and libraries. Melissa is an accomplished association executive with 15 years of experience serving members, leading staff, and engaging volunteers. She has previously worked at the American Academy of Pediatrics, Association Forum, and the Institute of Real Estate Management. Prior to joining the association profession, she was a U.S. Peace Corps Volunteer in Ghana, West Africa.
Melissa earned her Master of Business Administration from the University of Illinois at Champaign-Urbana in 2020 and is a Certified Association Executive and a graduate from the Institute for Organization Management. Walling has been recognized by Association TRENDS Young and Aspiring, (2018); Association Forum/USAE Forty under 40 (2013); and American Society of Association Executive’s (ASAE’s) Next Gen Summit (2013) (Inaugural class).
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Lizzie Ortolano, Director, Customer & Member Experience, IREM
Lizzie is the Sr. Director of Customer & Member Experience at the Institute of Real Estate Management (IREM®) and has been with the organization for 3 years. Prior to that she worked at the American Osteopathic Association (AOA) for 7 years in both membership and fundraising roles, and the Commercial Law League of America for 3 years in membership. In her current role, Lizzie oversees membership development and customer experience as well as chapter relations across the U.S. She’s responsible for overseeing the strategic direction and growth of membership as well as the sustainability and growth of chapters.
Lizzie has over 10 years of experience in association management. She is a founding member of the Junior Board for the Alzheimer’s Association and has spoken at several Association Forum events focused on membership growth tactics, fundraising, and membership retention strategy. Lizzie is currently pursuing her CAE designation from the ASAE, the Center for Association Leadership.