Mary Margaret Cropp

5275 Harter Farms Manor, High Ridge, MO 63049

Email: mc7f0564@westpost.net 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: mc7f0564@westpost.net 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.