Mary Beth Smith
Milton,WI
Summary
With over 15 years of experience in sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
17
17
years of professional experience
Work History
Contact Center Manager
Oklahoma Blood Institute
Oklahoma City, OK
11.2013 - 08.2018
- The objective was to meet and maintain monthly set goals in all blood products.
- I hired and trained staff to reach the highest levels of productivity and professionalism.
- Support through inspirational stories of encouragement of how their hard work was making a difference in patients & families lives.
- Monthly reporting with excel and presented reports with power point presentations.
- Payroll, scheduling & approving time off through PAY COM
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.72
- Supervised 72 call center associates in providing excellent customer service to donors requiring assistance.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel within the call center
Sales and Marketing Manager (multi Communities)
Brookdale Senior Living
Oklahoma City, OK
02.2008 - 10.2013
- B2B calls in person to market the community.
- Met with families to explain contracts. Get signatures & first payment, answer questions.
- Follow up phone calls with families.
- Schedule tours
- Meeting the needs of multiple senior communities to fill vacancies.
Licensed Insurance Agent
Farmers Insurance Group
Oklahoma City, OK
01.2006 - 12.2008
- Cold calling, marketing to grow my client base.
- Strategic planning of financial goals and growth of clients as well as accounts receivable and payable.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Calculated quotes and educated potential clients on insurance options.
- Cross-sold insurance products to existing clients to reach sales targets.
- Calculated premiums and established payment methods for sales.
Childcare Director
Children's New World
Yukon, OK
08.2001 - 11.2006
- 10,000 sq. ft. Center licensed for 172 children 18 months through 5th grade. 18-22 staff.
- I started in the kitchen, got my certificates and licensure and director’s license.
- I was in multi age groups when needed.
- I met with parents and children.
- I did schedule, timecards and on occasion would meet with DHS for walk throughs.
- We always maintained full occupancy with a waiting list.
Education
Early Childhood Educatioh
Redlands Community College
El Reno, OKEarly Childhood Education And Care
University of Oklahoma
Norman, OKSkills
- E-Commerce, customer service skills, training, recruiting
- Computer, typing, Word, Excel,
- Scheduling, training, recruiting
- Customer service & Training CSS
Timeline
Contact Center Manager
Oklahoma Blood Institute
11.2013 - 08.2018
Sales and Marketing Manager (multi Communities)
Brookdale Senior Living
02.2008 - 10.2013
Licensed Insurance Agent
Farmers Insurance Group
01.2006 - 12.2008
Childcare Director
Children's New World
08.2001 - 11.2006
Early Childhood Educatioh
Redlands Community College
Early Childhood Education And Care
University of Oklahoma