Exploring various forms of art, such as yoga, painting, and writing, to nurture creativity and personal growth DIY house projects
Susan Delyea
Tucson,AZ
Summary
Customer-focused sales and support professional with experience in technology, SaaS, customer engagement, escalation management, training, and stakeholder collaboration. Proven ability to build strong customer relationships, resolve complex issues, identify sales opportunities, and improve support processes. Recognized for adaptability, communication, leadership, and creating positive customer experiences in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Digital Sales Associate
ADP
Tucson, AZ
09.2024 - Current
- Manage customer interactions and sales activity using CRM systems to support organized follow-up and pipeline visibility.
- Conduct product demonstrations to educate customers on features, benefits, and service solutions.
- Build rapport with customers, assess needs, and recommend appropriate products to drive sales growth.
- Collaborate with team members to identify upselling and cross-selling opportunities.
- Mentor new associates on sales techniques, customer engagement, and company processes.
Senior Supportability Specialist
Intuit
Tucson, AZ
11.2021 - 07.2024
- Resolved complex customer escalations by coordinating tailored solutions across support, leadership, and cross-functional teams.
- Analyzed escalation trends and root causes to recommend product, process, and customer experience improvements.
- Improved case management, quality assurance, and escalation workflows to increase consistency and efficiency.
- Trained partner sites, seasonal staff, and junior specialists on escalation handling, documentation, and resolution best practices.
Service and Support Representative
Intuit
Boise
06.2019 - 11.2021
- Delivered customer support for QuickBooks products, resolving product inquiries and improving customer experience.
- Supported stakeholder working sessions focused on escalation prevention, feedback sharing, and customer retention.
- Managed night support operations while maintaining service level standards and mentoring Tier 2 partner site teams.
- Facilitated partner site training and onboarding support for seasonal and Tier 2 teams.
- Served as an early subject matter expert for QuickBooks Waves functionality, supporting internal knowledge development.
Youth Specialist and Coordinator
Idaho Federation of Families for Children's Mental Health
Boise
04.2013 - 05.2019
- Coordinated youth and family programs focused on mental health awareness, advocacy, leadership, and community support.
- Facilitated workshops, presentations, and training sessions for youth, families, staff, volunteers, and community partners.
- Collaborated with multidisciplinary teams and community organizations to connect families with resources and services.
- Developed training materials and community-based programs to support consistent service delivery.
- Managed staff development, performance goals, training, and program operations.
Education
Bachelor of Science - Sociology
Boise State University
Boise, ID05-2013
Skills
Customer Engagement Sales & Upselling CRM Systems Product Demonstrations
Escalation Management Root Cause Analysis Stakeholder Collaboration Process Improvement
Training & Mentorship Quality Assurance Project Coordination Written & Verbal Communication
Leadership Problem Solving Adaptability Business Acumen
Accomplishments
- The Extraordinaries Award, 03/2023
- Youth M.O.V.E. Idaho Chapter of the Year, 11/2017
Interests
Timeline
Digital Sales Associate
ADP
09.2024 - Current
Senior Supportability Specialist
Intuit
11.2021 - 07.2024
Service and Support Representative
Intuit
06.2019 - 11.2021
Youth Specialist and Coordinator
Idaho Federation of Families for Children's Mental Health
04.2013 - 05.2019
Bachelor of Science - Sociology
Boise State University