Mary M. Email & Phone Number

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

-Managed customer service and lead generation team comprised of in-office, locally remote and offshore team members.-Was responsible for inbound customer service and service request calls for HVAC, plumbing and electrical services-Provided ongoing training and development of team members to build skills in providing the highest levels of customer service in order to retain current customers and earn new customers-Outbound lead generation efforts included writing scripts, using digital marketing tools and calling and texting current customer lists to inform of current products and promotions-Engaged in new product launch of innovative, technology-based membership program; to date my team has sold more than half the memberships since the program started last fall-Wrote and create new training materials for sales and upsells, digital and customer communications

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

-Managed office staff and customer service team of Medical Supply Wholesaler and Distributor businesses; 4 different lines of business were handled by one one team overall. -Assisted with NetSuite implementation, including employee adoption and ongoing training -Developed user-friendly reports for various audiences within the business -My team was responsible for order entry via email and ERP systems and communicating order status -Worked closely with Warehouse and Fulfillment to ensure timely shipping of orders -Responsible for facilitating backorder progress and communicating with customers regarding order status -Facilities management that included developing relationship with various service providers, annual contract renewals and major building repairs including a new roof.-Engaged in ongoing skill development and training of the customer service team in order to continuously improve service levels to our customers-Improved business processes and wrote SOP's-Handled basic banking needs including depositing check payments daily for 4 different businesses -Worked cross-functionally with sales, marketing, accounting, finance, purchasing and warehouse teams

Greater Minneapolis-St. Paul Area

-Managed local and remote inbound call center sales and service teams who handled product inquiries, order entry, sales and up sells, online marketplace management and multiple channel customer communications. - Mentored offline team who performed multiple functions in customer communications, problem shipments, customer issue research and resolution, sales and mail order entry, operations reporting and special projects.- Built, coached and developed high performing sales and service professional teams and empowered them to make every customer interaction positive, easy and caring to earn trust and loyalty.- Actively managed inbound call center volume, staffing levels, KPI’s and call quality to ensure every customer’s needs were handled with speed, accuracy and knowledge. -Developed and created industry-specific training, including customer service excellence and upsells, as well as new process and software implementations- Successfully implemented new customer care programs.- Developed teams and individual team members and prepared them for future roles. - Streamlined efficient processes that created exceptional customer experiences. - Created a positive culture of continuous improvement and personal and professional growth. -Mentored upcoming leadership candidates in various parts of the organization and collaborated with HR to create internal career development program. -Engaged in strategic planning for Customer Service Department that included merging systems, implementing new technology, training and future growth including expanded channels for customer interactions. -Streamlined processes that obtained maximum efficiency with a lean workforce.

-On boarding, training and mentoring for both new hires and seasoned sales professionals for new client; curriculum included systems, sales, customer service skills and on the job training -Performed quality assurance observations and conducted coaching sessions that improved performance and ensured success in both new and tenured sales professionals-Developed interactive and hands on training processes and improved delivery of client's training information -Created additional training materials that contributed to sales professionals' knowledge and skills to exceed performance goals-Partnered with team managers and improved outlier performance through coaching and call listening sessions

-Part of start up management team at new MN call center operation for Stream-Managed team of customer care professionals-Motivated team to meet and exceed performance metrics through observation and feedback, performance reviews and coaching sessions-Introduced and managed best practices for on-the-job training that enabled new hires to achieve KPI's sooner -Successfully launched new line of business for major international client-Developed sales and service job aids that assisted call center support professionals in daily responsibilities and helped them achieve exceptional Quality and CSAT scores

-Conducted new hire training of inbound call center sales and service consultants -Curriculum included classroom instruction, lecture and demonstration in processes, systems, sales and customer service. -Improved existing training curriculum from demo/lecture to hands-on -Developed additional training materials for all facets of the job - Employed adult learning principles, hands-on learning and role play -Supervised new hire trainees in on-the-job training and ensured high performance-My results in training, coaching and motivating employees are exemplary and proven and my teams were consistently top performers-I believe that everyone has the potential to improve--whether they are currently at a low performance level or close to the top! Employee development and ongoing training are key factors in retaining talented employees who are successful and satisfied with their jobs--thus adding to your company's success.

-Conducted extensive research and reporting on competitive activity and contributed to the initial development of this corporate initiative. - Created traveling event kit for each of 26 general managers in 8 states that allowed them to create a consistent image and branding for any type of community-based indoor or outdoor event. -Wrote sales, training, promotional and product documents-Created and executed sales incentives in call centers. -Managed internal employee sales referral program, increasing sales over $1.6 million in one year.

-Successful Residential telecommunications sales consultant who consistently achieved or exceeded sales goals for 3 years. -Promoted to Commercial sales consultant where I became an expert in specialized business services and internal processes. -Earned 2 Achievement Awards for saving company and customers thousands of dollars by bringing to light a third party company that was adding unauthorized charges to our customers' bills.Early Career Experience- Sales & Marketing:Executone - Customer Service and Business Systems Trainer, 3 years Allstate Communications - Business Systems Sales Representative and Trainer, 2 yearsKCMT/KNMT TV-Radio: Promotion and Public Service Director, 2 years

Bachelor Of Science, Communications Media; English And Writing Emphasis

Bachelor Of Science - Bs, Mass Communication/Media Studies

Activities and Societies: Marching Band, KBSU TV/Radio