MARY STACIE BAUMANN
Rockwall
Summary
Customer operations and support professional with a background in counseling, QA, technical troubleshooting, and client communication across startup, software, and service environments. Experienced in developing documentation, improving operational workflows, and collaborating cross-functionally to resolve issues and support customer needs. Known for clear, precise communication, analytical problem solving, and detail-oriented execution in fast-paced remote environments.
Overview
18
18
years of professional experience
Work History
Founder
Silver Belle Fitness
(Remote) Rockwall
01.2020 - Current
- Founded and independently manage a remote wellness and fitness business focused on client education, accountability, and long-term engagement.
- Develop structured written resources, communication materials, and multi-week educational programs for clients.
- Operate independently in a fully remote environment while managing scheduling, communication, and client support responsibilities.
Client Operations & Relations Specialist
KMRE
(Remote) Dallas
01.2018 - Current
- Serve as a primary point of contact for residential and commercial clients, managing high-touch communication across multiple stakeholders.
- Guide clients through complex processes requiring responsiveness, organization, attention to detail, and clear written communication.
- Lead onboarding, support, and ongoing relationship management for residential and commercial clients.
- Draft proposals, written client communications, and operational documentation for residential and commercial partners.
- Conduct market research, analyze trends, and communicate findings to support business decisions and operational planning.
- Develop documentation and workflow processes to improve consistency, communication, and operational efficiency.
- Worked directly with the company founder on client communication, operational processes, research initiatives, and workflow development.
QA Manager
TEC / Sears Holdings
(Remote) Hoffman Estates
03.2009 - 10.2017
- Led an 8-person QA team supporting web and mobile platforms across more than 500 projects within a fast-paced startup technology environment.
- Managed functional testing, regression testing, UAT, beta testing, smoke testing, and customer-facing quality initiatives.
- Planned testing requirements, including test plans and test cases, to ensure products met design specifications and quality standards.
- Wrote and maintained SOPs, QA documentation, training materials, and operational workflows used across departments.
- Designed and implemented QA documentation processes, workflow improvements, and operational procedures to increase efficiency and consistency.
- Coordinated 20-30 concurrent projects across multiple departments while maintaining high levels of accuracy, attention to detail, and operational consistency.
- Collaborated closely with Product, Engineering, Marketing, Design, and Operations teams to identify issues and improve user experience.
- Investigated software issues, reproduced defects, escalated critical issues, and collaborated with engineering teams through resolution.
- Communicated primarily through detailed written correspondence across QA, Engineering, Product, Marketing, and Operations teams in a fully remote environment.
- Specialized in customer-facing projects requiring extensive UAT, troubleshooting, issue validation, and cross-functional communication.
- Delivered remote training sessions and onboarding support for internal teams using WebEx and Zoom.
- Partnered closely with the startup founder and cross-functional leadership team on QA operations, workflow development, customer-facing initiatives, and process improvement efforts.
- Proactively identified patterns, process gaps, root causes, and opportunities for continuous improvement in QA coverage and execution.
QA Analyst
TEC / Sears Holdings
(Remote) Hoffman Estates
10.2008 - 03.2009
- Conducted functional, regression, and cross-browser testing across web applications and customer-facing platforms.
- Logged, tracked, and verified software defects using JIRA while collaborating with engineering teams on issue resolution.
- Identified root causes, recurring issues, and opportunities for process improvement through detailed analysis and testing.
- Supported QA documentation, testing execution, troubleshooting, and release validation efforts in a high-volume environment.
Education
Master of Science - Counseling
Texas A&M University-Commerce
Commerce, TXBachelor of Science - Counseling, Minor in English
Texas A&M University-Commerce
Commerce, TXSkills
- Customer Support Operations
- Clear & Precise Written Communication
- Independent Learning & Adaptability
- Technical Troubleshooting & Issue Resolution
- Quality Assurance (QA) & UAT Testing
- Documentation & Process Improvement
- Root Cause Analysis
- Analytical Problem Solving
- Cross-Functional Collaboration & Problem Solving
- Detail-Oriented Execution
- JIRA
- Microsoft Office Suite
Timeline
Founder
Silver Belle Fitness
01.2020 - Current
Client Operations & Relations Specialist
KMRE
01.2018 - Current
QA Manager
TEC / Sears Holdings
03.2009 - 10.2017
QA Analyst
TEC / Sears Holdings
10.2008 - 03.2009
Master of Science - Counseling
Texas A&M University-Commerce
Bachelor of Science - Counseling, Minor in English
Texas A&M University-Commerce