MARY BETH GOODMAN
PO Box 102, Brainard, NY 12024-0102
(518) 766-6279
mgoodman@quiltr.com


SUMMARY

Membership Guru enjoys working with customers to resolve problems and offer solutions.. Brought strong analytical skills to problem diagnosis and resolution. Supported product goals by identifying problems and trends and channeling suggestions. Hardworking and dependable team member.
PROFESSIONAL EXPERIENCE
Apple Computer, Albany, NY September 2001 to Present
Sales Associate, Full Time, Crossgates September 2001 to Present

Part of a a team which provides innovative technologic solutions for customers. Among our goals: help Windows computer users experience and understand the benefits and features of Macs and Mac OS. Explain and demonstrate computers and software for customers and provide one on one training on specific topics such as Appleworks, iPhoto, Mac OS X and others. Assist in stocking and inventorying merchandise.

 Lycos Network, Williamstown, MA 1998 to June 2000
Membership Guru, htmlGEAR 1999 to June 2000

Provided customer support to existing and new members as well as visitors to members' sites using Kana Software. Developed responses to technical questions about a range of products for web page builders. Channeled user feedback to development team and worked with team to assist in problem resolution and determining future changes to products.
  • Launched htmlGEAR, a suite of web page add-ons, as part of the team.
  • Answer email as main point of contact for customers.
  • Handle 150-300 emails a day concerning products.
  • Identify class problems as well as individual problems needing resolution by technical team. Members or better explanations to customers, reducing total email reports signficantly.
  • Review and act on abuse reports and terms of service violations regarding product.
Member Development Specialist, Tripod

1999


Part of a team which developed and administered a revenue-sharing program for Tripod home page builders.
  • Created specifications and worked with engineers to develop tools for team use.
  • Developed and used MS Access database to handle information while larger systems under development.
  • Reviewed applications, answered questions, provided support and guidance to page builders seeking to increase traffic or join program.
  • Analyzed growth of product and traffic variations due to influence of advertising and promotion.
  • Shared information with team workers about applicant behavior.
  • Cross-trained on membership and abuse tools and functions.
Pod Community Manager, Tripod

1998 to 1999


Managed member volunteers in Tripod online communities. Provided training and support to members who volunteered to lead subject-oriented communities. Worked with technical lead of product to identify and resolve problems with product and answer questions for members.
  • Revitalized product and worked with recruiters to increase volunteer staffing by 100% in first two months.
  • Developed web-based handbook for volunteer use.
  • Worked with 150 volunteers in 100 communities, using email and chat as main means of communication.
    Increased member participation in Pods and increased loyalty to Tripod pages, by encouraging active leadership and participation by volunteers
  • Increased interactions and sense of community between volunteers by encouraging sharing of information and ideas.
  • Initiated regular chats for volunteers to allow them to communicate with each other and Tripod.
  • Attended one day seminar about dealing with difficult people.

New York State Assembly
Albany, NY

1978 to 1998

Senior Machine Operator

 1990 to 1998


Part of small satellite office, providing on-site copying and printing, in fast turnaround environment. Operated and maintained large Xerox machines (Docutech, 5090, 5100).

  • Initiated transfer of production reporting to database, making the information easier to use and analyze.
  • Worked with clerks and departments to meet their copying needs and deadlines. Prioritized workload and planned for heavy load periods. Responsible for training co-workers on equipment.

 Paste up/Typesetter/Clerical  1978 to 1990

Produced mechanicals for legislator newsletters. Worked with printers, graphic artists and department staff.
EDUCATION
SUNY College of Environmental Science and Forestry, Syracuse, NY BS 1976 College of St. Rose, Albany, NY Graduate Credits in Elementary Education 1987

RELATED SKILLS

Comfortable in both the PC and Mac environment, wide range of word processing, web page building and email software including Eudora and Kana. Use unix-based membership tools.
Author and
webmaster of:
http://www2.taconic.net/rgoodman/
http://www.nyquilts.org (Site for NYQuilts! quilt show)
http://www.quiltr.com
http://mbgoodman.tripod.com/ror/rorindex.html

ORGANIZATION EXPERIENCE

NYQuilts! 1995 to Present
Co-founder, President
Regional quilt show, held annually since 1996. Initially responsible for site selection, coordinating efforts of committees, publicity, fund raising. Show presents over 200 quilts and workshops and lectures.
  • Steady growth in attendance since incorporating as non-profit for 1997 show.
  • Prepared successful grant application for purchase of display racks.
  • Act as ambassador to show, doing grass roots publicity and attracting both quilt collections for display and participants.
  • Work with committee and other volunteers to plan and prepare show and determine future directions.

East Side Quilters 1992 to Present
Co-founder and Past President

Established quilt group in Southern Rensselaer County, NY with a membership of almost 40 members.

  • In its first year, this group produced a raffle quilt which raised $1700 for a local library. The group continues to make quilts given to local social service organizations.

  • Recipient of an individual artist grant from The Arts Center of the Capital Region, to support the creation of new work
  • Exhibited in local and national level quilt shows. Recent quilts have won best of show and other exceptional merit awards.
  • Teach quilting at local guilds and assist members of online quilting group.
  • Curator of collection of quilts on the topic of child abuse and violence against children. These quilts will tour until end of 2000. Work with organizations to arrange showings.
  • Manage web site for child abuse quilts: http://mbgoodman.tripod.com/caq/caq1.html
 Please contact me to discuss my skills and future opportunities with your company.