Member and Customer Service

American Library Association
50 East Huron Street
Chicago, IL 60611
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.


Melissa Walling
Director, Membership Development and Customer Service

Vicki Williams
Manager, Member and Customer Service

Liza Carr
Membership Specialist/Customer Service Team Leader

Brenda Dandridge
Customer Service Representative

Tom Ferren
Senior Registration Coordinator

Kyria Redd
Customer Service Representative

Yolonda Washington
Customer Service Representative

Lara Weaver
Customer Service Representative