Versatile Communications & Psychology Professional

Mary

Koontz

M.A. Psychology

Mary Katherine Koontz

Concord, Massachusetts

978-***-****

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Introduction

I’m a versatile communications professional with experience in customer service, B2B, travel and psychology sectors. My experience living and working abroad has provided me with a rich worldview, the ability to adapt in the face of challenge and uncertainty, and a passion to connect with people of various backgrounds.

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Experience

Daytrip Europe / B2B Communications Specialist

August 2024 - October 2025, Prague, Czech Republic

-Sent out bimonthly newsletters centered around specific themes and product releases

-Organized and hosted webinars for partners and potential partners

-Attended travel trade shows to showcase our products

-Collaborated across marketing, product and support departments on projects

-Designed transactional email flows

-Authored blog posts targeting our B2B and B2C audience

-Crafted and executed B2B marketing campaigns.

Daytrip Europe / Customer Support Specialist / Senior Customer Support Manager

June 2022 - August 2024

-Assisted customers via email and telephone with inquiries or concerns related to the company's products or services

-Managed bookings, assisted with itinerary changes and inquiries via multiple CRMs

-De-escalated customer conflicts and negative experiences

-Supervised junior members of support ensuring company KPIs were met and service standards were upheld

-Recorded, investigated and resolved negative feedback

-Hosted ongoing trainings on conflict resolution and writing style

-Collaborated across departments to ensure new company products were understood by the support team.

Freelance / English Teacher

August 2021 - October 2025

-Cooperated with various schools and learning centers and was also self-employed

-Demonstrated excellent communication and interpersonal skills to build strong relationships with students and their families

-Designed and delivered individualized learning plans tailored to students’ individual goals

-Specialized in ESL instruction, English conversation, grammar lessons, and exam preparation from A1-C2 levels.

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Education

University of New York in Prague / M.A. Psychology October 2020 - June 2023, Prague, Czech Republic

University of Massachusetts Amherst / B.A. Psychology September 2017 - June 2019, Amherst, Massachusetts

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