Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mary "Ginger" Maston

Murrells Inlet,SC

Summary

Dynamic Operations Manager with a proven track record at CDM Corporation/GFS, excelling in financial analysis and relationship management. Spearheaded strategic initiatives that enhanced efficiency and client satisfaction. Recognized for exceptional communication skills and a strong ability to resolve conflicts, fostering a collaborative team environment and driving organizational success. Seasoned Operations Manager with background in streamlining business processes to improve efficiency and profitability. Skilled at managing teams, reducing operational costs, and implementing strategic business plans. Strengths include leadership, problem-solving skills, and ability to make impactful decisions that drive company growth.

Overview

12
12
years of professional experience

Work History

Operations Manager

CDM Corporation/GFS
Murrells Inlet, SC
04.2017 - Current
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Run all back office billing and manage all A/R
  • Manage all case managers, and oversee all cases.
  • Communicate with attorneys and judges about cases.
  • Attend all hearings for pending clients, and file all necessary reports.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Built strong operational teams to meet process and production demands.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Senior CSR

Aon Hewitt, Hewitt Associates
Charlotte, NC
11.2012 - 03.2017
  • Managed incoming calls from customers while providing exceptional service.
  • Processed customer account changes with proprietary software.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Delivered expert technical support to customers and resolved broad array of issues.
  • Conducted customer service training for new hires.
  • Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
  • Resolved escalated customer complaints in a timely manner.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Handled difficult situations with tact, diplomacy, and professionalism.

Education

Associate Degree in Nursing - Nursing

Wake Technical Community College
Raleigh, NC

Skills

  • Financial analysis
  • Project management
  • Issue resolution
  • Process improvement
  • Relationship management
  • Communication skills
  • Conflict resolution
  • Calendar management
  • Multitasking
  • Contract development
  • Professional demeanor
  • Multitasking Abilities
  • Procedure development
  • Assignment delegation
  • Self motivation
  • Verbal and written communication
  • Client relationships
  • Communication

References

References available upon request.

Timeline

Operations Manager

CDM Corporation/GFS
04.2017 - Current

Senior CSR

Aon Hewitt, Hewitt Associates
11.2012 - 03.2017

Associate Degree in Nursing - Nursing

Wake Technical Community College

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Mary "Ginger" Maston