Susan Finlay
Jackson,Georgia
Summary
Dynamic customer service leader with a proven track record at Flight Finance, enhancing client satisfaction through effective problem-solving and relationship building. Skilled in training development and operational efficiency, I successfully implemented process improvements that reduced response times and fostered team collaboration, ensuring exceptional service delivery and long-term client loyalty.
Overview
5
5
years of professional experience
Work History
Lead CSR
Flight Finance
Stockbridge, GA
07.2023 - 03.2026
- Led customer service team to enhance client satisfaction and resolve complex inquiries efficiently.
- Developed training materials to onboard new staff, improving overall team performance and engagement.
- Implemented process improvements that streamlined operations, reducing response times for customer queries.
- Analyzed customer feedback to identify trends and recommend actionable strategies for service enhancement.
- Streamlined communication between departments for improved efficiency and customer experience.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Assist Manager
Papa Johns International Inc.
Locust Grove, GA
06.2021 - 07.2023
- Oversaw daily operations to ensure compliance with quality standards and operational efficiency.
- Developed training programs to enhance team performance and service delivery.
- Implemented cost-control measures that improved profitability without sacrificing customer satisfaction.
- Analyzed sales data to identify trends and drive strategic decision-making for product promotions.
Education
High School Diploma -
Rockdale High School
Conyers, GA05-1993
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Team collaboration
- Shipping and receiving
- Active listening
- Adaptability and flexibility
- Money handling
- Decision-making
- Relationship building
- Customer relations
- Call center experience
- Data entry
- Product knowledge
- Appointment scheduling
- Scheduling
- Data collection
- Quality control
Timeline
Lead CSR
Flight Finance
07.2023 - 03.2026
Assist Manager
Papa Johns International Inc.
06.2021 - 07.2023
High School Diploma -
Rockdale High School