Mary Poynter

Experience

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  Sprint

  Jan 1983 - Jan 2003

  • Director

    Jan 1983 - Jan 2003

  • Director

    Jan 1983 - Jan 2003
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  Reynolds and Reynolds

  Nov 2003 - Jul 2008

  Director, F&I Operations

  Managed the 6 work groups needed to support the F&I (finance & insurance) strategy for the company and the 9,000+ dealerships and OEMs it served. Oversight of a 42K square foot facility, 150 employees and a $17M annual budget. Created and maintained forms, screens and calculations for the customer base from initial sale to programming; installed services for 150+ customers/month while ensuring compliance with Industry and government regulations. Also consolidated 2 geographically disparate centers into a single location, decreased cycle times by 10% and downsized the F&I organization by 15% within a 5-month period. Show less

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  NCR Corporation

  Mar 2009 - Nov 2012

  Director, Strategic Business Partner for Services

  Promoted to Director, Strategic Learning Business Partner for Services for the Global Learning & Organization Effectiveness organization in November, 2011. Partnered with Business leaders and HR Partners to analyze and determine performance needs and develop the associated learning (role specific training) and organization effectiveness strategy for key roles within the global Services organizationLearning Delivery Manager for the Americas:Responsible for delivering technical training for 3,000+ Customer Engineers and Partner Technicians and ensured that their technical and safety certifications were kept up to date. Also provided Customer Care Center (CCC) and Helpdesk training for all agents being brought into the new Center of Excellence (COE) in Peachtree City. NCRU also developed and delivered Sales, Leadership, Soft Skills and New Hire Orientation. • Successfully project managed the build-out of the new COE University facility in Peachtree City. We successfully opened on-time and began delivering NCRU ILT training on September 14, 2009.• Also successfully project managed the transition of classrooms, training equipment and NCRU personnel from Dayton to Peachtree City by the end of June, 2010. Show less

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  Spacenet

  Jan 2013 - Aug 2013

  Sr. Manager - Technical Support & Customer Service

  Oversight of Spacenet's Technical Support (Level 1, Level II & Level III) organization.Managed the Marietta-based Call Center and Customer Service organizations.Developed and implemented Customer Service & Technical Support policies, procedures, objectives and initiatives.Responsible for developing their first Technical Support Learning program; initiated training and employee development plans and programs.

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  Contact At once!

  Aug 2013 - Nov 2014

  Director, Training & Quality

  Responsible for providing leadership, vision and operational direction for the Managed Services department. Partnering with the CAO Executive team, responsible for executing the strategy and driving the growth of online managed services including chat and text receptionist support for CAO clients and sales teams. Designed, developed and delivered training for the department. Also created and deployed Customer Satisfaction, Quality and Customer Retention programs.

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  Autotrader

  Dec 2014 - Oct 2015

  Sr Manager, Consumer Services

  Responsible for providing leadership and operational direction for the Consumer Support and Classic Car department. Manage 54-seat, 6X12 contact center providing consumer support and consulting via phone, mail, online and chat. Generate $1.2M in annual ad sales. Recognized with the coveted Benchmark Portal certification; identified as one of the top 50 call centers in North America.

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  Alorica

  Aug 2016 - now

  Sr Manager Operations