Getting to Know Misty Carson of MRS BPO


You can be watching a movie or a TV show and just see an actor or actress and know that he or she was born to play that role. People can be like that, too. And while Misty Carson says she would likely be a certified fitness instructor if she was not working in the ARM industry, it seems as though she was born to be a sales and marketing executive. And definitely not in the used car salesman, “what do I need to do to put you in this car” kind of way. In the professional, true-business-partner, kind of way. Read on to see for yourself and to learn more about Misty and her love of RFPs, chocolate, and wine, but probably not in that order.


Name: Misty Carson

Company: MRS BPO, LLC

Length of time at current company: 8 years

Length of time in industry: 22 years in the Contact Center Industry; 12 years in account receivables/collections.

How did you get your start in the industry? 

I started working in contact center services and customer service in Huntington, W.V., as a front-line operations supervisor in the mid-1990’s with many regional Bell Telecommunications clients as partners servicing telesales and customer care calls. With the same company, I advanced from supervisor to operations manager and then into client services in North Carolina which ultimately led to a sales and marketing director position in 2002. In 2006, I transitioned into a business development role in collections. I joined MRS in 2010 and I have enjoyed expanding our business development presence with multiple large-scale clients in financial services, auto deficiency, telecommunications, and utilities industries.


What is your career highlight so far?

Last year, I was honored to be promoted to executive vice president (EVP) of sales and marketing. My EVP promotion was the culmination of years of hard work and devotion and I was absolutely thrilled to be recognized with the responsibility to lead our company’s sales and marketing initiatives.


When or how are you most productive?

I am usually most productive when I have a lot of tasks and projects to complete. As crazy as it may sound, I enjoy constructing and completing client Request for Proposals (RFPs). It is very rewarding to win new business as the result of closing and completing this process.


Which industry professional do you admire most?

I most admire our Co-CEO’s and company founders, Jeff and Saul Freedman. Since joining MRS in 2010, I have learned a tremendous amount of professional knowledge of collections as it relates to operations, compliance, training, analytics, and customer experience.


What is one thing you do better than everyone else?

I have been told by industry confidants that I am excellent at building strong client partnerships and relationships. It is exciting to continue to grow our business with solid client partners.


What do you like most about this industry?

I enjoy the fast pace of our industry and new challenges every day.


What is one thing you wish you could change about this industry?

I would like to see consistency in the state and federal regulations or rulemaking.


If you weren’t in this industry, what would you be doing?

If I wasn’t working in this industry, I would enjoy achieving certification to teach fitness classes such as Spin and Body Pump.


Describe a typical work day.

My work day typically varies. If I’m on the road at an industry conference or visiting clients or prospects, I enjoy the face-to-face interaction and client meetings with our business partners and prospects. That is probably my favorite role in my position. When I’m in the office, I support my sales team in their daily tasks and I also stay involved in the day-to-day of client conference calls and performance results. I am also very involved in all client RFP’s and new client implementation projects.


What is your guilty pleasure?

My guilty pleasure would definitely be chocolate and wine but not always at the same time.


What is the best advice you’ve ever received?

Right after college, I worked in an executive management training role with Kmart. When I worked in West Long Branch, N.J., in the receiving department, our receiving manager gave me the best advice that has stuck with me — to always value my employees and to treat everyone with respect and I would get that in return. This advice has never failed me.


What are you currently reading?

Secrets of the World’s Healthiest People by Steven R. Bowers, DO, Elizabeth Shimer Bowers


What is one fact you’d like everyone in the industry to know about you?

I believe that community service and involvement is an important responsibility. Team MRS is actively involved in supporting our communities. We are currently supporting fund raising efforts for the American Cancer Society.


Who else would you like to see answer these questions?

Eric Pili, executive vice president of information technology at MRS.


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