Susan Brearley

• Resolved customer complaints with empathy and compassion for guests with loved ones in various states of need.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Managed salad bar station serving between 100 - 800 persons three meals per day at this seasonal retreat center open May through October
• Monitored quality of raw and cooked food products to uphold health code standards.
• Determined food organization and presentation, establishing decorative food displays and directing staff in proper orientation.
• Communicated importance of safety practices, detailing procedure codes, employee understanding of safety protocol, monitoring processes and risk management regulations.
• Responded to and managed guest concerns and complaints, establishing direct connections with customers and resolving conflicts when necessary.
• Disciplined and dedicated to meeting high-quality standards.
• Trained and managed kitchen personnel and supervised related culinary activity.
• Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
• Developed and remained accountable for safety, quality, consistency and adherence to standards.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Architected and founded social media and educational platform for women only audience as alternative to Facebook, using LEAN Startup training and methodologies. Established startup with 125 initial client acceptance, grew to 800 members in 2 years.

• Coordinated and managed class schedule, towards B.A. in Psychology.
• Awarded Dean's List with 4.0 GPA.
• Graduated Spring 2022 with 4.0 summa cum laude in Double Major: Psychology and Global Indigenous Knowledge Systems

• Led 1000-member organization image development transformation project, under guidance of group General Manager, as directed by IBM CEO.
• Gained buy-in from all stakeholders to transform into cohesive communications system, for use internally and externally.
• Mission accomplished in 12 months, while this was considered by management to be 18 month project.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Planned corporate annual summer and holiday events, including team building-based training initiatives.
• Communicated all learning and performance objectives, schedules and training assessments to upper management.
• Developed surveys to identify training needs based on projected production processes and changes.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.

• Provided administrative and Operations Support to executive management.
• Developed Marketing Strategy for IBM Mainframe Systems in Small and Medium Business space.
• Led Year 2000 Transition Project flawlessly.
• Conducted and led marketplace analysis for Computer Services Industry.
• Developed Marketplace Segmentation Methodology and built Segmentation Tool to provide online analysis for executive management and Public Relations Department.
• Managed Executive management logistical support, relationship support and pre- and post- sales support, for multiple years at COMDEX in Las Vegas, the largest gathering of computer professionals in the world.
• Staffed and ran IBM trade show booths at numerous trade show locations across the USA.
• Developed themes and ran global executive team management meetings.

• Established as Top writer on Medium.com in 20 categories, including Humor, Satire, Ideas, and Poetry
• Editor in Chief of Four Publications on Medium.com, including fastest growing humor publication on platform.
• Leader of editorial team of 12 co-editors in traditional editing team function.

• Achieved substantial six digit revenue by using market expertise and business knowledge to make proactive decisions.
• Led operational oversight and budgetary supervision for Poughkeepsie location.
• Spearheaded product line diversification to achieve double digit increase in revenue and penetrate wider markets.
• Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Negotiated terms of business acquisitions to increase business base, solidify market presence and diversify offerings.
• Prepared organization for forecasted demand levels through effective operational planning.
• Identified and capitalized on short- and long-term revenue generation opportunities to maximize bottom-line profitability.
• Spearheaded initiatives to better target business metrics tracking and improve decision-making with real-time data.
• Managed partnerships and strategic business relationships, including negotiating contract terms and handling conflicts.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Built relationships with customers and community to establish long-term business growth.
• Grew market penetration and sales figures by leveraging domestic and international supplier relationships and personally overseeing negotiations resulting in double digit revenue increase.

• Provided accurate and timely transcription work for numerous industries, including:
• NoteVault - Construction Industry. Was top performing transcriptionist for one full year. Worked with high volume and rapid turnarounds, involving 14 hour days, 7 days a week.
• Provided transcription services full time for Anderson Court Reporting , for work sourced from U.S. Congress, World Bank, IMF, Brookings Institution, Veterans' Administration, as well as numerous state and local government and non-profit agencies.
• Provided expert auditory English interpretation for transcription of English audio files spoken with regional accents from around world.
• ELance - Medical Industry, Publishing Industry, Marketing and Sales Presentations.
• EScribers - for work sourced through NYS Unemployment Agency
• Transcribed sensitive documents with complete confidentiality.
• Used Express Scribe and other Company Proprietary software to input information into computerized proprietary systems.
• Edited drafts created from speech recognition software.
• Corrected grammar, spelling and syntax mistakes.

• Managed customer service desk for subtitling, translation and captioning business.
• Managed control desk for all incoming work orders.
• Handled telesales responsibility, nationwide, for complex technical product – captioning and tape production for online and television production.
• Provided interface point between clients and production department.
• Developed rich business reporting systems utilizing salesforce.com system.
• Implemented process improvements to increase efficiency, capacity and throughput.
• Monitored customer satisfaction and managed project control through 400% month to month growth/activity variances.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
• Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Exceeded team goals and collaborated with staff members
  to implement customer service initiatives.
• Devised and published metrics to measure organization's success in delivering world class customer service.

• Founded social responsibility advertising program for journal, benefitting non-profit organizations in Hudson Valley.
• Developed innovative advertising programs to build new revenue pipeline.
• Played key role in achieving and maintaining top client satisfaction and retention by ensuring accuracy of ads and listings.
• Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
• Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
• Helped customers in determining design and layout of sold and spec ads.
• Generated $40,000 in sales during 2010 to surpass quota by 150%.

• Performed Liaison and Mediation function on behalf of and between IBM and Dealer/Trader/Broker community of Third Party Computer Industry.
• Maintained superior customer satisfaction rating with industry‘s primary association - ASCDI (Association of Servicers and Computer Dealers International - ascdi.com).
• Provided exceptional customer service to foster client loyalty and satisfaction.
• Kept detailed track of sales and customer information using IBM proprietary software tools, continuously updating data to maintain accuracy.
• Negotiated contracts and sales terms with new and existing clients.
• Promoted brand awareness and utilized networking to increase brand development.
• Conducted surveys of customers to understand successful sales tactics and strategize improvements in processes.
• Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
• Monitored sales team performance and provided constructive feedback.
• Studied product and local markets to adjust sales pitches and adapt strategies for optimized sales.
• Worked closely with other departments to understand full scope of IBM Third Party Computer Industry and provide top-notch salesmanship to customers.
• Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs.
• Used consultative sales approach to understand and meet customer needs.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

• Performed Account Management Relationship, Executive Management Support, and IT Development for client, Prodigy Systems.
• Performed Relationship Management and IT Development Planning for Swiss based client Ciba-Geigy, Parent Corporation for Novartis.
• Was only IBM Systems Engineer ever invited by parent company Ciba in Basel, Switzerland to attend and contribute to their international IT technical planning sessions.
• Designed systems, sold and installed every major and minor system that IBM ever manufactured or sold, including ROLM and IDNX telecommunications systems.
• Directly and successfully competed for global telecom contract with AT&T and Northern Telecom.
• Developed effective and valued relationships at all levels of company - from secretarial and technical to executive.
• Awarded numerous formal and informal IBM achievement awards, 100% Clubs, SE Symposiums, for this work.

• Performed all duties as assigned.
• Computer Programming, Self-taught on the job.
• Mentored by IBM Watson Research Fellow.
• Pursued business development opportunities and fostered positive relationships with IBM executive clients through engaging presentations.
• Used IBM proprietary software to create images and layouts for IBM executive projects.
• Drafted professional memos, letters and marketing copy to support business objectives and growth.
• Worked with clients to gather and define requirements, establish scopes and managing project milestones.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Managed all phases of APL new product developments, including conceptualizing designs, managing milestones and incorporating customer feedback.
• Answered and directed calls using multi-line switchboard.
• Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation.
• Designed and developed 12 computer software web applications. One of these was a self maintaining piece of code.
• Contributed to APL codebase used in automated deployment of software on multiple virtual machines.
• Debugged and modified APL software components.
• Wrote highly maintainable, solid code for APL marketing system, forming core framework and earning consistent praise from subsequent developers since initial version.
• Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
• Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
• Provided clerical support to IBM company employees by copying, faxing and filing documents.
• Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Collaborated with developers and performance engineers to enhance supportability and identify performance bottlenecks.
• Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
• Contributed design ideas in early planning stages with customers and project managers.
• Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
• Stress-tested server code to validate code changes.
• Developed print materials such as brochures, banners and signs.
• Built, tested and deployed scalable, highly available and modular software products.
• Maintained existing applications and designed and delivered new applications.