Mary Mapes
Donor Processing Specialist at Bio Blood Components Inc- Claim this Profile
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Bio
Credentials
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Service Mastery BDC
Blueprint, Inc.Jan, 2017- Nov, 2024 -
ProActive BDC Central
Proactive Dealer SolutionsApr, 2016- Nov, 2024 -
Radiologist Assistant/Radiology Practioner Assistant
Saint Mary's Hospital
Experience
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Bio Blood Components Inc
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Donor Processing Specialist
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Jan 2020 - Present
I returned to a health related field seeking the stability of office-related employment during the pandemic. The welcoming atmosphere and seeing new faces every day as a nice change of pace. Using my wealth of experience in interpersonal communications developed in my leadership and sales roles, I performed confidential health screenings. • Maintain a welcoming and friendly presence to reinforce company brand and encourage repeat, safe donors • Professional and tactful health screenings involving HIPPA and confidential information that maintain donor trust • Administered COVID-19 protection protocols and screening for Bloodborne Pathogens • Accurately collect and record vitals including temperature, blood pressure and pulse rate for screenings Show less
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Branch Manager
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Oct 2019 - Dec 2019
When the Store Director was promoted in October, I took over all cash and management operations in her stead as pro tempore Store Director. In addition to cash management and payday lending, I single-handledly created and executed the marketing, outreach and retention plan for the Lakeshore´s premiere payday lender. I chose not to remain Store Director when they chose not to replace the Assistant Manager role.• Completely independent, self-motivated and self-directed work management as this location’s sole employee• Implemented phone and drop-by outreach for local partnerships and referral agreements for growing client base• Effective operations for routine cash management led to a 10% drop in deposit security defaults, over 40% in 2018 Show less
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Assistant Branch Manager
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Jan 2019 - Sep 2019
Expanding to banking, I assisted then fully managed the entirety of operations for a two person cash advance operation in the heart of an income-sensitive area. In addition to cash management and payday lending, I assessed risk on payment instruments and income, implemented retention strategy, and worked collections at the Lakeshore´s premiere payday lender. When the Store Director was promoted in October, I took over all cash and management operations in her stead as pro tempore Store Director.• Far outperformed target metric targets of 60 transactions a day, with an average closer to 80 payroll and check loans• Resolved complex technical banking security and risk assessments on payday and check lending applications• Increased past-due receivables collected by 5% in the last six months of 2019, down from 35% the first half 2019 Show less
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Betten Baker Automotive Group
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United States
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Motor Vehicle Manufacturing
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1 - 100 Employee
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Client Care Service Coordinator (BDC Call Center)
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Mar 2018 - Dec 2018
Working closing to home, the BB GM Store´s Client Care Department has high expectations for closing ratios on service appointments, follow ups to raise Customer Service Index CSI, resolve complex customer service inquiries, and sell clients on the benefits of buying and serving vehicles of all makes and models within the Lakeshore´s Largest Dealers. Left to work in Management for the financial services sector. • Far exceeded strict metric targets of 100+ calls a day and 30 appointment shows each business day • Nearly independent, self-motivated and self-directed work management to management workflow and exceed KPI´s • Resolved complex technical customer complaints on auto service needs, with urgency on Customer Service CSI • Prepared and developed scripts that set appointments, increased CSI on follow up, and raised show rates while given no raw material, base scripts or documentation standardization other than workflow management • Handled complex routing of all departments and cash management as backup & rotation Receptionist and Cashier Show less
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The Preferred Automt
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Grand Haven, Michigan, United States
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Client Care Service Coordinator (BDC Call Center)
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Dec 2016 - Feb 2018
Joining an existing small team of nine, I assisted in leading the Client Care Department at one of West Michigan´s fastest growing auto dealership groups. High ratios on service appointments, made follow ups to raise Customer Service Index CSI, resolved complex customer service inquiries, and sold clients on the benefits of buying and serving vehicles of all makes and models within the four major makes (brands) in five dealership locations, centrally managed. Left due to company instability. • Far exceeded strict metric targets of 105+ calls, 20+ inbound and 15+ outbound appointment shows each day • Resolved complex technical customer complaints on auto service needs, with urgency on Customer Service CSI • Assisted in developing scripts that set appointments, increased CSI on follow up, and raised show rates • Handled complex routing of all departments and cash management as backup & rotation Receptionist • Consistently communicated a friendly demeanor and technical competence with clients, often on complex issues • Assisted with the coordinated daily operations, setting goals, and budget as a profit center vs dealer expense • Consistent peer review, quality control reporting and peer coaching for building the room as a team • Closed rates of over 50% on inbound, 20% on outbound, 95% show rate, and 92% Customer Service Index • Created millions of dollars in service repair orders and trained three high performers personally as a mentor • Consistently led all clients with nationwide consultant with #1 KPIs well over above average • Lead the launch of two new outreach marketing programs for OnStar service reactivations and alerts, as key leader • Consistently achieved Top Three Performer status on the Team for nine months of twelve, #1 at least once overall Show less
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Dialog Direct
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United States
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Outsourcing/Offshoring
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700 & Above Employee
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Quality Assurance Team Lead
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Dec 2010 - Dec 2016
Joining a large team, I served members in an efficient and friendly fashion under extremely stressful situations for callers. I was quickly promoted to leading several teams, then coaching the entire team as Quality Assurance. I left after being rightsized out of Supervisor and QA for compulsory income. • As a Team Member in Roadside Assistance, escalated and resolved potentially complex automotive failures, including screening for coverage and telephone troubleshooting of automotive start and travel failures. • Routed and scheduled assistance vehicles while maintaining the highest roadside safety standards • Routinely de-escalated upset and potentially traumatized motorists when stranded or with inoperable vehicles with a pleasant demeanor, calming attitude and a caring voice, all while maintaining top KPIs and operational standards • When promoted to Team Member to close the sales of Consumers Energy Appliance Plans, converted inquiries to memberships in the entire prospect to client life cycle, creating new revenue for the call center • As Team Leader in Roadside Assistance, completed Call Escalations for complex technical or service level inquiries • Ran and managed Team analytic reporting and KPIs, both for individual members and the entire team • As QA Leader, randomly live monitor and review recorded calls for quality, policy, call scoring and exception review • As QA and Team Leader, routinely call coached/corrected based on side by sides, call reviews and live monitoring • In all positions, trained new Team Members in a one-to-one mentorship environment, after basic classroom training Show less
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Meijer
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United States
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Retail
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700 & Above Employee
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Merchandise Team Lead
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Sep 1998 - Nov 2010
Cashier leading to Lead General Merchandise Clerk at the Midwest's most trusted supermarket and retail name. Assisted customer with returned items and price adjustments. Cashed payroll and government checks. Used multi-line phone. Cashier leading to Lead General Merchandise Clerk at the Midwest's most trusted supermarket and retail name. Assisted customer with returned items and price adjustments. Cashed payroll and government checks. Used multi-line phone.
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Lemmen Shell
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United States
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Consumer Services
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Gas Station Cashier
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Dec 1993 - Aug 1998
Retail cashier and customer service, including cash management and light cleaning. This station changed from a Marathon to Admiral then Shell location during my tenure. Sold gasoline, lottery tickets and convenience store items. Operated cash register. Retail cashier and customer service, including cash management and light cleaning. This station changed from a Marathon to Admiral then Shell location during my tenure. Sold gasoline, lottery tickets and convenience store items. Operated cash register.
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SPECTRUM HEALTH BUTTERWORTH HOSPITAL LABORATORY
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Radiology Technologist
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Jun 1987 - Nov 1993
As a Radiology Technician, I performed and recorded results from MRIs, CAT, CT and PET scans for Radiologists to interpret. This position was before sunrise for state certification, and my hospital level certification remains in force, but I cannot practice without further credential. As a Radiology Technician, I performed and recorded results from MRIs, CAT, CT and PET scans for Radiologists to interpret. This position was before sunrise for state certification, and my hospital level certification remains in force, but I cannot practice without further credential.
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Education
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Muskegon Catholic Central
High School Diploma, General Education
Community
