- Avid Reader
- Personal Development and Self-Improvement
- Enjoy experimenting with different ingredients and flavors in the kitchen
SUSAN GILLIN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Excellent organizational abilities and collaborative mindset ensure seamless team operations and goal achievement. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Customer Service & Billing Specialist
Semi-Tech
05.2022 - 07.2025
- Created and processed purchase orders, returns, and payment transactions with accuracy and attention to detail.
- Communicated daily with customers to resolve issues, answer questions, and provide clear updates on orders, invoices, and account status.
- Managed accounts receivable functions, including tracking outstanding Net Terms invoices and following up with clients to secure timely payments.
- Processed credit card transactions, verified payment information, and maintained accurate financial records.
- Monitored and reconciled customer accounts, identifying discrepancies and ensuring all billing activity was properly documented.
- Collaborated with internal teams to coordinate order processing, resolve billing concerns, and maintain smooth operational workflow.
- Paid vendor invoices and maintained organized records for billing, payments, and financial correspondence.
- Implemented improvements in billing procedures, enhancing workflow efficiency and reducing processing time.
- Processed and reviewed billing statements to ensure accuracy and compliance with company policies.
- Managed customer inquiries regarding billing discrepancies, resolving issues promptly to maintain satisfaction.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Managed import/export compliance procedures to ensure adherence to relevant regulations and avoid potential penalties or delays in shipment processing.
- Managed import/export compliance programs proactively addressing potential risks while streamlining processes to reduce operational costs.
- Enhanced export compliance by ensuring adherence to all applicable regulations, laws, and policies.
- Assisted in the development of an efficient export compliance program, ensuring adherence to all relevant laws and guidelines.
- Played a key role in maintaining accurate documentation for export compliance requirements pertaining to international shipments within the outbound department.
- Achieved timely completion of audit engagements by efficiently managing resources, adopting best practices, and adhering to strict deadlines.
- Planned and executed ISO engagements under direction of management team.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
Realtor / Transaction Coordinator
The DiPinto Team-EXP Realty
09.1999 - 12.2021
- Facilitated all stages of transaction documentation, coordinating with multiple parties.
- Reviewed contracts and disclosures, ensuring accuracy and proper handling.
- Explained processes to clients, addressed concerns, and maintained strong relationships during the transaction and after the transaction.
- Collected and organized financial and identification documents.
- Maintained thorough notes and documentation throughout each transaction.
- Managed deadlines and ensured timely completion of required steps.
- Assisted clients, attorneys, lenders, and vendors with clear, professional communication.
- Managed confidential records, correspondence, spreadsheets, and reports with accuracy.
- Entered and tracked data used for decision-making and performance monitoring.
- Coordinated bookkeeping, processed receipts, and maintained organized financial files.
- Followed multi-step workflows, tracked required documents, and ensured timely completion.
- Supported executive projects by organizing deadlines and maintaining compliance.
- Guided clients through property transactions, ensuring compliance with legal and regulatory requirements.
- Developed marketing strategies to promote listings, enhancing visibility and attracting potential buyers.
- Utilized CRM software for managing client relationships and tracking sales progress effectively.
- Conducted comparative market analysis to determine optimal pricing strategies for listings.
Administrative Assistant & Client Retention
The DiPinto Team
05.1999 - 12.2021
- Streamlined office procedures to enhance operational efficiency
- Managed scheduling and calendar coordination for team members
- Assisted in document preparation, ensuring accuracy and consistency
- Developed filing systems that improved document retrieval efficiency and compliance with organizational standards.
- Developed and enforced standard operating procedures to ensure compliance with industry regulations.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Developed and implemented strategies to maximize customer satisfaction.
- Resolved customer inquiries efficiently through active listening and effective communication.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Reconciled bank statements and financial discrepancies, improving accuracy of financial records.
- Established QuickBooks accounting system to reflect accurate financial records.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Developed and implemented strategies to enhance customer engagement and retention.
- Conducted regular follow-ups with clients to ensure ongoing support and engagement.
- Implemented CRM systems to streamline client management processes and improve efficiency.
- Established strong relationships with clients, fostering a sense of trust and loyalty to the company.
- Spearheaded initiatives focused on enhancing overall customer experience, resulting in increased satisfaction ratings from both existing and new clients.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
High School -
Eastern Regional High School
Voorhees, NJ06.1998
Skills
- Customer Service & Client Support
- Documentation & Data Entry
- Microsoft Office Suite
- Time Management & Multitasking
- Communication (Verbal & Written)
- Issue Resolution
- Confidential Info Handling
- Scheduling & Coordination
- Organizational Skills
- Learning New Systems
- High-Volume Task Management
- Billing systems and software
- Relationship building
Interests
Professional Development
- Extensive professional training with highly regarded business coaches specializing in sales and customer service to improve customer loyalty and retention.
Timeline
Customer Service & Billing Specialist
Semi-Tech
05.2022 - 07.2025
Realtor / Transaction Coordinator
The DiPinto Team-EXP Realty
09.1999 - 12.2021
Administrative Assistant & Client Retention
The DiPinto Team
05.1999 - 12.2021
High School -
Eastern Regional High School