Mary Overton
Vass
Summary
Dynamic professional with a robust background in member services management, dedicated to enhancing member satisfaction and streamlining operational processes. Proven expertise in fostering team collaboration and driving results through effective communication and conflict resolution strategies. Recognized for adaptability and reliability in fast-paced environments, consistently leveraging technology to optimize performance. Committed to delivering exceptional service and cultivating positive relationships within diverse teams.
Overview
25
25
years of professional experience
Work History
Assistant Member Services Manager /Office Manager
Travel Resorts of America
Southern Pines, NC
01.2020 - 02.2026
- Responsible for recruiting, screening, hiring new employees.
- Train new employees and office staff with administrative, procedural, and legal changes.
- Assisted in legal processes with research and obtaining information.
- Handled in office, walk-in member requests and appointments.
- Managed scheduling and coordinated appointments for staff and clients.
- Developed filing systems that enhanced document retrieval processes.
- Streamlined communication between departments, fostering collaboration and productivity.
- Facilitated team meetings to address challenges and promote continuous improvement initiatives.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Processed incoming and outgoing mail.
- Processed current member and new member contract changes, requests and transfers.
- Oversaw daily office operations, ensuring seamless workflow and efficiency.
- Led initiatives to enhance member engagement and service satisfaction.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to memberships or facility use.
- Enhanced communication among team members, which resulted in increased efficiency and productivity.
Rural Mail Carrier
United States Postal Service
Sanford, NC
10.2019 - 01.2020
- Organized mail according to type/service for distribution.
- Engaged in sort/bundle and delivery of mail to over 700 homes and businesses on assigned routes daily.
- Collected and accounted for Cash-on-Delivery funds, certified, registered and insured mail.
- Performed vehicle safety inspections and maintained daily logbook.
- Operated mail metering and electronic receiving equipment.
- Handled customer queries and complaints.
- Adhered to all timelines on established routes.
Customer Service Agent
Geico
Amherst, NY
12.2010 - 02.2019
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Directed calls to appropriate individuals and departments.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Lease Representative
Public Storage
Greensboro, NC
03.2009 - 05.2010
- Entered details such as payments, account information and call logs into the computer system.
- Copied, logged and scanned supporting documentation.
- Responded to customer requests via telephone and email.
- Assisted with monthly auctions.
- Maintained office.
Office Manager
G&C Custom Woodworking
Lillington, NC
05.2006 - 04.2008
- Maintained office services by organizing office operations and procedures; controlling correspondence, filing systems, assigning and monitoring clerical functions.
Assistant Store Manager
Game Crazy
Sanford, NC
04.2004 - 02.2006
- Assisted in meeting standards for customer service and quality.
- Conducted store inventories once per quarter.
- Processed payments for credit and debit cards and returned the proper change for cash transactions.
- Performed mandatory audits to ensure compliance in all areas were met.
Toll Collector
New York State Thruway Authority
Buffalo, NY
05.2001 - 05.2004
- Monitored toll lane activity and generated operational reports and travel permits.
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Communicated all emergencies, delays due to weather and carrier schedule changes to supervisors.
Assistant Store Manager
K B Toys
Buffalo, NY
03.2001 - 05.2004
- Conducted store inventories twice per year.
- Managed the scheduling for store shifts so that there was proper staffing at all times.
- Completed all daily tasks and special assignments with an efficient and quality-driven approach.
- Maintained an exceptionally clean, customer-friendly and well-run store.
Education
Applied Humanities, Applied Science
Erie Community College
Buffalo, NY01-2002
Regents Diploma - College Prep
West Seneca West Senior High School
West Seneca, NY01-1998
Skills
- Skilled in database administration
- Proficient in Microsoft OneDrive
- Strong verbal and written communication
- Self-motivated service expert
- Compassionate collaborator
- Reliable commitment to quality work
- Thorough in quality assurance
- Proficient in task prioritization
- Effective prioritization and scheduling
- Rapid skill acquisition
- Analytical problem-solving skills
- Welcoming attitude
- Proficient in typing at 60 WPM
- Focused listening techniques
- Staff training and development
- Team management
- Strong leadership
- Data entry proficiency
- Effective leader
- Operational efficiency
- Staff training/development
- Professionalism
- Scheduling
- Hiring and onboarding
- Adaptability
Timeline
Assistant Member Services Manager /Office Manager
Travel Resorts of America
01.2020 - 02.2026
Rural Mail Carrier
United States Postal Service
10.2019 - 01.2020
Customer Service Agent
Geico
12.2010 - 02.2019
Lease Representative
Public Storage
03.2009 - 05.2010
Office Manager
G&C Custom Woodworking
05.2006 - 04.2008
Assistant Store Manager
Game Crazy
04.2004 - 02.2006
Toll Collector
New York State Thruway Authority
05.2001 - 05.2004
Assistant Store Manager
K B Toys
03.2001 - 05.2004
Regents Diploma - College Prep
West Seneca West Senior High School
Applied Humanities, Applied Science
Erie Community College