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
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
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
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