Mary Kate Ollis

Mary Kate Ollis Customer Success Manager- |-| LinkedIn | Banner Elk, NC 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. AREAS OF EXPERTISE Customer Success Management | Data Analysis | Client Onboarding | System Implementation | Stakeholder Management | Process Mapping | Client Retention | Product Management | Cross-Functional Collaboration | Strategic Planning | Schedule Coordination | Data Management | Business Development | Project Management | Process Improvement | Performance Reporting | Training Facilitation | SaaS | Customer Support | Documentation | Risk Mitigation | Operations Management | Quality Assurance | B2C TECHNICAL SKILLS Microsoft Office Suite | Google Suite | Salesforce | SQL | Asana | Qlik | Trello | HubSpot | Zendesk | Tableau | Docuware | Power BI | Slack | Workday | ClickUp | PeopleSoft | Monday.com GreeneSteps | Oracle | Citrix | Kronos PROFESSIONAL EXPERIENCE Tourism Development Authority Coordinator | 10/2020 - PRESENT Village of Sugar Mountain | Sugar Mountain, NC ●​ 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. ●​ Resolve 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 | 02/2017 - 10/2020 First Community Bank | Boone, NC ●​ 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.