Member and Customer Service

American Library Association
50 East Huron Street
Chicago, IL 60611
1-800-545-2433, option 5
1-312-944-2641, fax
8:30am - 4:30pm (Monday-Friday)


As one of the primary support units for the entire organization, we are committed to member satisfaction and to providing the highest and most efficient service to our members and customers.


  • Processing of applications and payments for membership, and subscriptions.
  • Order fulfillment of single copy sales publications
  • Processing of claims for missing journals
  • Call Center operations
  • Maintaining the integrity of the membership database
  • Meeting registration management for divisional institutes, symposiums, affiliates, and e-learning courses.

Initiatives & Projects

  • Improve staff communication skills through ongoing departmental training programs
  • Ongoing review of departmental procedures and workflow changes to increase responsiveness to members and improve member/customer satisfaction.
  • Continued research of the latest call center technology, to increase communication and department efficiency.



Vicki Williams
Manager, Member and Customer Service

Liza Carr
Membership Specialist/Customer Service Team Leader

Brenda Dandridge
Customer Service Representative

Tom Ferren
Senior Registrartion Coordinator

Kyria Redd
Customer Service Representative

Yolonda Washington
Customer Service Representative

Lara Weaver
Customer Service Representative