MARY LOU WELLS
Knoxville
Summary
Operations manager with over 10 years of experience in office management and team training. Demonstrated success in building high-performing teams and streamlining workflows, complemented by recent customer service experience in resolving complex inquiries and enhancing client relationships.
Overview
37
37
years of professional experience
Work History
Customer Service Agent
Edfinancial Services
Knoxville
09.2023 - 01.2026
- Assisted customers in navigating financial aid programs to enhance understanding and access.
- Conducted data analysis to resolve complex inquiries, improving response time and customer satisfaction.
- Processed payments and entered data accurately to ensure seamless transaction experiences.
Office Manager & Trainer
Accurate Medical Transcription
Kingston
03.2010 - 06.2015
- Recruited, interviewed, and hired transcriptionists while designing and implementing training programs that increased team effectiveness.
- Oversaw full operations of secondary office for medical transcription services, managing in-office and remote teams to ensure seamless service delivery.
- Directed daily workflow assignments and prioritized deadlines in collaboration with contract administrators to meet project timelines.
- Managed payroll, billing, financial reporting, and secure record-keeping; improved accounting processes.
Graphic Designer/Advertising
Roane Newspapers
Kingston
01.1989 - 12.1992
- Produced high-quality print and digital assets using design software.
- Managed multiple projects simultaneously, ensuring timely delivery aligned with client specifications.
- Developed on-brand visual elements, emphasizing concept and messaging.
- Collaborated with clients and managers to refine design concepts, enhancing project planning outcomes.
- Generated digital image files for print and digital media, ensuring quality and consistency across platforms.
- Edited photographs for integration into print media platforms.
- Trained coworkers on how to use new graphic design computer systems
Education
Associate of Applied Science - Business Management
ITT Technical Institute
Knoxville, TN08-2016
High School Diploma -
Roane County High School
Kingston, TN05-1985
Associate of Arts - Art And Business
Roane State Community College
Harriman, TNSkills
- Customer service protocols
- Customer engagement strategies
- Problem solving
- Data analysis and reporting
- Workflow management
- Microsoft Office Suite proficiency
- Visual communication techniques
- Staff training and development
- Team leadership and collaboration
- Financial oversight
- Policy development
- Insured driver's license
Selected Additional Experience
- Internationally published author of multiple works in fiction and non-fiction genres. Manage all aspects of independent publishing from writing to visual design and marketing. 2009 to present.
- Non-Profit Leadership & Event Management, Morab Horse Association.
- Performing Arts Director & Choreographer, Various Charity & Community Events 2005-2009.
- Volunteer Crisis Counselor, Suicide Prevention Hotline, 01/01/99, 12/31/00.
Timeline
Customer Service Agent
Edfinancial Services
09.2023 - 01.2026
Office Manager & Trainer
Accurate Medical Transcription
03.2010 - 06.2015
Graphic Designer/Advertising
Roane Newspapers
01.1989 - 12.1992
Associate of Applied Science - Business Management
ITT Technical Institute
High School Diploma -
Roane County High School
Associate of Arts - Art And Business
Roane State Community College