Susan Adamson
Omaha,NE
Summary
Insightful manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
Sr Manager, Global Technical Account Management
PayPal Holdings, Inc.
01.2019 - Current
- Lead an organization of Technical Account Managers that support the Global merchants delivering technical and functional expertise with the ability to drive complex issue management
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Lead Manager, Global Technical Support
PayPal Holdings, Inc.
01.2013 - 01.2018
- Led a group of Technical Account Managers and Technical Engineers by empowering and guiding them to provide quality and timely resolution to our Merchant's, Developers, and Global Operations business needs
- The team delivers consulting and white glove support globally for the top SMB Merchants and Partners
- Delivers optimization for Merchant Growth through recommendations and improvements that demonstrates successful results.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with cross-functional teams to develop innovative solutions that addressed complex business challenges.
IT Manager
ConAgra Foods, Inc.
01.2007 - 01.2013
- Led Corporate Applications Support team responsible for the support and development of systems for the Real Estate and Facilities, Legal, and Corporate Communications departments (2011-2013)
- Managed HRIS Support/PeopleSoft Upgrade team responsible for the support and development of the HR systems (2010)
- Led Help Desk team responsible for support of 17000 employees in a call center environment (2008 - 2009)
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Implemented and maintained technology and software budget.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
Technology Services Manager
Vertrue Incorporated
01.2002 - 01.2007
- Led and mentored a staff of 10 ensuring that we provided our users with superb customer service and technology skills
- Successfully led projects and upgrades of major systems and network infrastructure
- Supervised a helpdesk/support center environment
- Implemented new SOX/PCI business processes and procedures
- Procured equipment and software for the entire enterprise including negotiating the best price and managing Data Center Operations
- Coordinated outage efforts so that all essential personnel were informed
- Updated all levels of management on projects, outages, escalations, and staffing
- Applications Analyst / Project Manager responsible for systems administration and project management.
Education
Master of Business Administration - Management Information Systems
Bellevue University
06.2012
Bachelor of Science - Accounting
Iowa State University
Skills
- Organizational Change Management
- SDLC/Agile Methodologies
- Customer Relationship Management
- Analytical Thinking
- Managing Operations and Efficiency
- Troubleshooting and problem resolution
- Business Analysis and Reporting
- Process Improvement
- Project Planning
- Operations Planning
Timeline
Sr Manager, Global Technical Account Management
PayPal Holdings, Inc.
01.2019 - Current
Lead Manager, Global Technical Support
PayPal Holdings, Inc.
01.2013 - 01.2018
IT Manager
ConAgra Foods, Inc.
01.2007 - 01.2013
Technology Services Manager
Vertrue Incorporated
01.2002 - 01.2007
Master of Business Administration - Management Information Systems
Bellevue University
Bachelor of Science - Accounting
Iowa State University
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