Missy Towery
Summary
Proven leader in enhancing customer experiences at Mid Century Telephone Cooperative, adept in strategic planning and CRM optimization. Leveraged innovative mindset and excellent communication to forge key relationships and drive data-driven improvements, significantly boosting satisfaction rates. Expert in staff management and complaint handling, ensuring operational excellence and sustainable growth. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
17
17
years of professional experience
Work History
Director of Customer Experience
Mid Century Telephone Cooperative
02.2020 - Current
- Streamlined complaint resolution procedures, reducing average time taken to address concerns raised by customers significantly.
- Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
- Played a key role in the development and launch of new products/services by providing valuable input on customer needs and expectations.
- Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
- Verified associates and managers wowed customers through personal and attentive contact.
- Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences.
- Developed and executed data-driven initiatives for continuous improvement in customer experience metrics.
Executive Director
Spoon River Partnership For Economic Development
08.2013 - 02.2020
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Forge strong relationships with board members, providing regular updates on organizational progress and soliciting their expertise when needed.
- Built relationships with donors, government officials and other organizations to secure funding and support for organization.
- Represented organization to local public by giving presentations and speeches and participating in community events.
- Collaborated with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.
- Negotiated contracts with vendors, securing favorable terms while adhering to budgetary constraints.
Executive Director
Canton Area Chamber Of Commerce
08.2007 - 08.2013
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Oversaw business-wide changes to modernize procedures and organization.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Advocated for organization and company mission to raise awareness and support.
- Increased organizational efficiency by streamlining processes and implementing new systems.
- Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.
Education
Bachelor of Science - Psychology
Western Illinois University
Macomb, IL05.1994
Skills
- Strategic Thinking
- Data-driven decision-making
- Innovative Mindset
- Customer Journey Mapping
- Excellent communication
- Complaint Handling
- Brand representation
- Relationship Building
- Microsoft Office
- Staff Management
- Strategic Planning
- Customer Relationship Management (CRM)
Timeline
Director of Customer Experience
Mid Century Telephone Cooperative
02.2020 - Current
Executive Director
Spoon River Partnership For Economic Development
08.2013 - 02.2020
Executive Director
Canton Area Chamber Of Commerce
08.2007 - 08.2013
Bachelor of Science - Psychology
Western Illinois University
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