Mary Kate Ollis

About

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.

Experience

• Tourism Development Authority Coordinator · Village of Sugar Mountain2020-10-01 –

  • 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 Bank2017-02-01 – 2020-10-01

  • 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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