Mary Kate Ollis

Customer Success Manager • Operations Manager • Banner Elk, NC, US

Available for hire fromNegotiable

Contracts

Customer Success & Onboarding Specialist | Driving Client Retention & Employee Growth

Exceptional Customer Success Manager with 8+ years of experience fostering client relationships, optimizing workflows, and delivering tailored solutions to meet diverse needs. Adept at managing cross-functional operations, ensuring compliance, and streamlining processes to enhance customer satisfaction. Skilled in team leadership, employee development, and creating seamless onboarding experiences that drive long-term loyalty. Proven ability to align organizational objectives with customer expectations through strategic decision-making, maintaining operational excellence while delivering exceptional service at every touchpoint. Experienced in tourism development and banking sectors. Outside of my professional life, I enjoy exploring the beautiful area I live in and trying new and exciting food/beverage spots. I will also be found curled up with a good book, or expressing my creativity through junk journaling.

Work History

Tourism Development Authority Coordinator

Village of Sugar Mountain• Builds and nurtures relationships with media partners, successfully managing advertising campaigns that enhance community engagement and elevate the village's tourism profile, resulting in a 150% increase in online engagement. • Evaluates and advises on advertising proposals, maximizing the impact of a $550,000 advertising budget by identifying and recommending high-value opportunities to a board of five members. • Drives marketing innovation by supporting cross-functional initiatives, resulting in increased seasonal engagement and a 50% boost in tourism traffic. • Facilitates productive board and management meetings by preparing accurate minutes, ensuring timely follow-up on action items, and strengthening strategic decision-making processes. • Processes and reconciles financial records, including occupancy tax payments for short-term rental facilitators, maintaining compliance with local regulations. • Collaborates with marketing coordinators and advertising partners to develop effective strategies, contributing to a year-round tourism map that increased visitor satisfaction and local business engagement. • Resolves taxpayer and homeowner inquiries with a solution-oriented approach, demonstrating empathy and building trust to strengthen community relationships and enhance customer satisfaction. • Streamlines financial operations by overseeing property tax payment processing, reducing administrative errors and ensuring seamless transaction accuracy.

Personal Banker

First Community BankFeb 2017 - Oct 2020 • 3 yrs 9 mos• Conducted employee performance reviews and implemented targeted development plans, improving team efficiency and achieving a 10% boost in overall productivity. • Guided clients through the onboarding process for new accounts, ensuring a seamless experience that contributed to a 10% increase in account retention. • Scheduled and coordinated employee shifts for a team of four, ensuring smooth operations and consistent service levels to meet fluctuating customer demand. • Delivered personalized banking solutions by building strong client relationships, fostering loyalty and trust through tailored recommendations. • Processed account servicing and teller transactions with precision, ensuring seamless day-to-day operations and resolving customer inquiries effectively. • Streamlined operational workflows by managing supply orders and maintaining organized documentation to support efficient banking operations. • Proactively identified customer needs and goals, recommending personalized financial products that aligned with their unique objectives, fostering long-term relationships and driving customer satisfaction. • Ensured strict compliance with privacy guidelines and regulatory standards, safeguarding customer information and upholding trust.

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