Mary Dawson
@marydawson
Servant-hearted Customer Care Manager driving contact center efficiency and quality improvements.
United StatesWhat I'm looking for
I am a results-driven Customer Care Manager with 11+ years leading high-volume, multi-shift contact center operations, focused on reducing costs while maintaining service and quality goals.
I coach and develop front-line leaders using data-driven performance management, which contributed to an 11% improvement in quality scores and a 14% increase in employee engagement survey participation. I have led omnichannel support teams, managed executive escalations, and partnered cross-functionally to implement scalable process improvements.
My track record includes reducing cost per interaction by 15% year over year and 45% over a decade, supporting continuity during crisis response, and mentoring emerging leaders through structured development programs.
Experience
Work history, roles, and key accomplishments
Managed high-volume, multi-shift contact center operations serving retailers and consumers, reducing cost per interaction 15% year-over-year and driving a 14% increase in employee engagement survey response rates.
Led a frontline team of 15 agents in a fast-paced contact center, managed scheduling and payroll with 100% accuracy, and served as escalation point to maintain service quality and agent performance.
Provided floor support and subject-matter expertise to achieve an 85% service level goal, contributed to consolidation of multiple help desks, and developed training materials for new system rollouts.
Education
Degrees, certifications, and relevant coursework
Morton West High School
High School Diploma, Business Management
High school diploma from Morton West High School in Berwyn, IL; currently pursuing a degree in Business Management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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