Mary Margaret Cropp 5275 Harter Farms Manor, High Ridge, MO 63049 Email: [email protected]
Mobile Phone: 636.575.9114 ~ Successful General Management Professional ~ Operations * Call Center * Client Relations * Quality Assurance * Communications Brings more than 20 years of customer satisfaction with billion dollar clients a nd progressive career movement which requires a very broad skill set along with outstanding communication, collaboration, negotiation and presentation skills to achieve the desired goals of enhanced customer service, the preservation and gr owth of revenue and margins. HIGHLIGHTS OF QUALIFICATIONS Large Call Center Management * Needs-Based Solutions * Calm, Authoritative Leade r Team Leader & Team Player * Clear Communicator * Budgetary Oversight Management Team Development * Dynamic Problem-Solver * Customer Service First Operations Analysis * Operations Improvement * Effective Negotiator
SELECTED PROFESSIONAL SUCCESSES DESIGNED and IMPLEMENTED a Performance Management database and a Quality Assuran ce database to more effectively and accurately track Agent performance and make any necessary adjustments, ad hoc training, et al to improve employee efficiency and increase productivity. RECOGNIZED by Companyas largest client as Top Vendor on several (call center) ca mpaigns. PERSONALLY TRAIN and mentor all Supervisors and Managers to ensure that the team is focused on both client and Company targets and objectives. This will help e nsure continued client relationships, thus preserving the revenue stream and dra w new business as a reference. SPEARHEADED development of user-friendly scripting and reporting utilized by Age nts, Managers and clients to ensure that all were in concert with a viable messa ge and data that could be echoed by any employee within the organization. DEVELOPED and PILOTED a company-wide Incentive/Motivation Program to improve emp loyee morale and drive Agent performance to new levels of success. EDUCATION / SEMINARS / COURSES Pasadena City College, Pasadena, CA a" Business & Management Course Study FISH Management Style Training Seminars on Developing and Managing Teams Seminar on the famous Carrot Principle and others Mary Margaret Cropp Email: [email protected]
Mobile Phone: 636.575. 9114 Page 2 of 2
~ PROFESSIONAL EXPERIENCE ~
Edge Teleservices, LLC (a Transaction, Inc. company), Oak Lawn, IL 19 96 a" 2010 aEdge Database Marketing is a leader in the call center services field. We offer both inbound and outbound programs in our two state of the art call centers.a VICE PRESIDENT/GENERAL MANAGER OF OPERATIONS 2005 a" 2010 > Oversaw and designed Policies & Procedures for two Inbound/Outbound Call Cente rs with more than 300 Agents driving the highest levels of Customer Service and Sales. > Designed and implemented Performance Management and Quality Assurance database s to more effectively track Agent performance and manage any necessary adjustmen ts. > Drove Company to become the Top Vendor on several campaigns for the largest cl ient. > Reviewed all cumulative performance reports, identified areas for improvement and implemented measures in ensure performance levels that met, or surpassed the assigned objectives. > Interviewed, hired, trained and mentored all new Managers and Agents to ensure quality. CLIENT SERVICE MANAGER, Glendale, CA 1996 a" 2005 > Managed all aspects of this 200+ seat, Inbound/Outbound Call Center. > Oversaw five Account Managers responsible for driving revenue and maintaining relationships with more than 15 major accounts. > Built a ateamworka environment that fostered participation, collaboration and hard work to minimize costly employee turnover and yield the highest levels of c ustomer satisfaction. > Spearheaded development of user-friendly scripting and reporting utilized by M anagers, Agents and clients. Alert Communications, Inc., Glendale, CA 1975 a" 1993 A state-of-the-art communications leader and provider. SENIOR CALL CENTER MANAGER > > > . > Supervised this 24-hour Inbound Call Center with seven sites initially. Managed the centralization to two locations with 150+ seats. Personally developed and implemented company-wide Incentive/Motivation Program
Implemented a comprehensive training curriculum for all telephone Sales Agents to drive revenue production. > Reported directly to Company owners.