Mary Kincaid
Winchester,KY
Summary
Dynamic professional with a proven track record at Framebridge, excelling in operational problem-solving and team collaboration. Proficient in creating standard operating procedures and streamlining workflows for maximum efficiency. Demonstrated leadership in training and technical support has led to significant gains in productivity and customer satisfaction. Thrive in fast-paced environments and understanding complex systems to improve productivity, and quality.
Overview
26
26
years of professional experience
Work History
Gate Crat / Event Registration & Operations
Amtgard (Volunteer)
01.2022 - Current
- Managed registration for approximately 15 large events serving up to 300 attendees.
- Assisted in creating cashless/hybrid registration system for streamlined event check-in. and implement a cashless/hybrid registration system.
- Coordinated attendance and financial data with event leadership and Treasurer to support event budget management.
- Tracked daily attendance records and overall event headcounts to ensure accurate reporting.
- Reconciled the cash drawer and verified daily financial totals.
- Prepared registration records for credit entry by the Prime Minister.
- Facilitated communication by managing radios used throughout the event. and tablets used during event operations.
- Developed reusable operational documentation, forms, templates, and an event operations manual to streamline future event processes.
- Worked with volunteers to ensure smooth registration and event operations.
Production Team Lead / Printer Operator / Print Room Operator
Framebridge
01.2023 - 01.2026
- Operated and maintained Epson, Zünd, Graphtec, Trotec, and Epson 7000 (Mat Caption) production equipment.
- Reviewed digital image files before production to identify quality and printing issues.
- Produced and quality-checked custom home décor products, including prints, ornaments, tabletop displays, and framed artwork.
- Allocated daily tasks and adjusted staffing levels to optimize production output.
- Designed and implemented production workflows for ornaments, tabletop products, and ready-made items.
- Developed standard operating procedures (SOPs) and production documentation to enhance operational consistency.
- Contributed to the launch of the LEX05 popup operation, including workflow design, equipment setup, and employee training.
- Trained operators on print room equipment, tabletop production, ornament production, Mat Caption, Zünd, Graphtec, and Trotec equipment.
- Worked with production leadership to solve workflow, equipment, and production issues.
Patient Access Representative – Emergency Department
King’s Daughters Medical Center
01.2022 - 01.2023
- Registered patients in Emergency Department using Epic to ensure accurate and efficient processing.
- Verified patient identity, insurance, and demographic information to facilitate seamless registration.
- Registered patients at bedside using mobile workstations throughout the Emergency Department.
- Reviewed registration documents for completeness and accuracy.
- Staffed the Emergency Department registration desk during scheduled shifts.
- Answered incoming calls to address registration-related inquiries and enhance patient experience.
- Processed HIPAA forms and verified identification and insurance documentation.
- Maintained accurate electronic patient records while protecting confidential information.
Front Desk Clerk
Greenbo State Resort Park
01.2017 - 01.2020
- Oversaw daily front desk operations, ensuring seamless guest experiences at state park lodge.
- Processed reservations, guest check-ins, and guest check-outs.
- Assisted guests with lodge services and gift shop purchases.
- Responded to incoming phone calls, providing information and assistance to visitors. and provided visitor information.
- Balanced the cash drawer and completed end-of-day reports.
- Coordinated scheduling for conferences, meetings, and special events to optimize facility use.
- Updated website content with current park information to inform visitors. the park website with current information.
- Managed the park’s Facebook page, including posts and event announcements.
- Collaborated with multiple departments to enhance lodge operations and improve guest service delivery.
Technical Support Representative
Merchant Management Systems
01.2008 - 01.2009
- Provided technical support for credit card terminals.
- Guided merchants through troubleshooting and problem resolution.
- Diagnosed hardware, communication, and transaction errors.
- Escalated complex technical issues to senior staff.
- Documented technical support activity.
Technical Support Representative – Tier I / Subject Matter Expert / Trainer
AT&T Wireless
01.2001 - 01.2007
- Acted as Subject Matter Expert during live customer calls, resolving complex issues effectively.
- Diagnosed technical issues and guided customers through solutions.
- Delivered technical support for wireless devices and services, enhancing customer satisfaction.
- Delivered classroom training for new Technical Support representatives.
- Developed original training presentations, handouts, and reference materials.
- Co-developed a Quick Reference Guide used by Technical Support representatives.
- Updated internal knowledge articles and technical documentation.
- Analyzed repeat-call trends to identify recurring customer issues, informing training improvements.
- Assisted with Resource Desk scheduling and operational support.
Customer Service Representative – Billing
Amazon
01.2016
- Resolved Amazon Prime billing inquiries to enhance customer satisfaction.
- Investigated billing disputes and processed refunds.
- Analyzed account history to identify and implement effective resolutions.
- Clarified billing policies and account charges to ensure customer understanding.
- Researched unauthorized purchases and children’s app purchases.
- Documented customer interactions and account actions.
Education
MFA - Creative Writing
Eastern Kentucky University
Richmond, KY01-2025
BFA - Fine Arts
Shawnee State University
Portsmouth, OH01-2013
AA - Social Sciences
Shawnee State University
Portsmouth, OH01-2013
AS - Biology
Ashland Community & Technical College
Ashland, KY01-1999
Skills
- Systems learning and analysis
- Operational problem-solving
- Process documentation
- Communication skills
- Dependability
- Flexibility
- Conflict resolution
- Team collaboration
- Workflow optimization
- Team leadership
- Project management
- Technical troubleshooting
- Training development
- Standard operating procedures
Volunteer Experience
Amtgard, Gate Crat / Event Registration & Operations, 01/01/22, Present, Managed registration for approximately 15 large events serving up to 300 attendees., Maintained daily attendance records and overall event headcounts., Reconciled the cash drawer and verified daily financial totals., Coordinated attendance and financial information with event leadership and the Treasurer., Prepared registration records for credit entry by the Prime Minister., Managed radios and tablets used during event operations., Helped develop and implement a cashless/hybrid registration system., Created reusable operational documentation, forms, templates, and an event operations manual., Worked with volunteers to ensure smooth registration and event operations.
Additional Information - Writing
I’ve also written 4 complete novels with chunks of a full 8-10 book series at least outlined, well as much as a discovery writer ever outlines. And a handful of short stories, though that is relative, they are mostly in the novella length so 12,000-10,000 words.
Timeline
Production Team Lead / Printer Operator / Print Room Operator
Framebridge
01.2023 - 01.2026
Gate Crat / Event Registration & Operations
Amtgard (Volunteer)
01.2022 - Current
Patient Access Representative – Emergency Department
King’s Daughters Medical Center
01.2022 - 01.2023
Front Desk Clerk
Greenbo State Resort Park
01.2017 - 01.2020
Customer Service Representative – Billing
Amazon
01.2016
Technical Support Representative
Merchant Management Systems
01.2008 - 01.2009
Technical Support Representative – Tier I / Subject Matter Expert / Trainer
AT&T Wireless
01.2001 - 01.2007
MFA - Creative Writing
Eastern Kentucky University
BFA - Fine Arts
Shawnee State University
AA - Social Sciences
Shawnee State University
AS - Biology
Ashland Community & Technical College