Susan Goins
1428 Ronald Reagan Lane
Jefferson,GA
Summary
Talented Senior Director offering years of experience and proven success in consulting, strategic and business improvement, and leadership. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Director, Operations & Customer Experience
AcquireTek
Alpharetta, GA
09.2020 - Current
- Prioritized and allocated resources on a weekly cadence to meet business targets.
- Performed continuous evaluations of business, teams and policies to keep operations efficient and consistent.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Developed and maintained operational reports to ensure team members utilization, client satisfaction, and financial targets are met
- Implemented project management application for organization to streamline efficiencies and processes
- Program managed $80M request for solution (RFS) initiative with Canadian cash management company which consisted of facilitating collaboration with C-Level leadership team to achieve the bid
Senior Integration Success Manager
AcquireTek
Alpharetta, GA
07.2018 - 09.2020
- Led and delivered innovative client solutions aimed at integrating businesses through efficient organizational mergers and acquisitions
- Program managed integration execution for various program initiatives supporting the acquisition of the fourth largest U.S. cash management company worth $390 million in annual revenue which led to $24M in synergies
- Responsible for project managing a large rebranding initiative in 18 different countries within a 9-month timeframe
- Conducted 3rd party application assessments with clients to recommend future roadmap of applications to ensure business and technology ongoing strategy
Missionary
International Mission Board
Hyderabad, India
04.2016 - 06.2018
- Immersed in the South Asian culture to develop relationships with women by learning the Hindi/Urdu language and achieved Intermediate – Mid advancement in language
- Mentored and trained South Asia Churches in discipleship and evangelism
- Assisted the South Asia leadership team on developing resources to clearly communicate the strategic goals and served as mission's mobilizer to U.S. partner churches
Director, Customer Experience
Recall Total Information Management
Norcross, Georgia
07.2015 - 04.2016
- Drove service planning for Customer Experience department in United States and Canada and analyzed utilization data to improve overall service, allocation, and reporting targets
- Served as the Global Customer Experience Project Manager to ensure successful launch of Recall’s new digital products and self-service online tools in 10 different countries
- Presented project progress to Recall’s Global C-Level Executives and provided strategic guidance on achieving customer adoption rate targets
- Served as Senior Leadership escalation point to Fortune 500 customers worth $55 million dollars in annual revenue
Senior Manager, Customer CARE
Recall Total Information Management
Norcross, GA
07.2010 - 07.2015
- Led a Six Sigma project to increase efficiencies in the CARE team which resulted in $200,000 cost avoidance
- Successfully created and developed a CARE team in Ottawa, Canada to support the largest government account in Canada
- Responsible for leading and developing strategic plans for North America Customer CARE to ensure excellent customer service and first call resolution
- Implemented a new email and phone queuing system for automated email and call channeling within the CARE team which led to a 10% efficiency gain
Sales Support, Supervisor
Recall Total Information Management
Norcorss, GA
12.2008 - 06.2010
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Developed strategic quarterly campaigns which led to achieving 112% in annual sales goals by generating $700,000 in revenue
- Planned, organized, and developed the Bronze Account Management team to manage over 16,000 accounts worth $23 million in annual revenue.
Inside Sales Executive
Recall Total Information Management
Norcross, GA
06.2006 - 12.2008
- Promoted growth in assigned territory through prospecting and qualifying new business which resulted in Presidents Club award
- Developed scripts for the Inside Sales Executives to use while prospecting new business, cross-selling, and pro-active calling campaigns
Education
Master of Arts - Christian Education
New Orleans Baptist Theological Seminary
New Orleans, LA 08.2006 - 12.2015
Bachelor of Arts - Speech Communication & Sociology
University of Georgia
Athens, GA 08.2002 - 05.2006
Skills
Business & Resource planning
Strategic planning
Six Sigma, Process Improvement
Fast Paced Self Starter
People Oriented
Certification
LEAN Six Sigma, Green Belt
Timeline
Senior Director, Operations & Customer Experience
AcquireTek
09.2020 - Current
Senior Integration Success Manager
AcquireTek
07.2018 - 09.2020
LEAN Six Sigma, Green Belt
06-2018
Missionary
International Mission Board
04.2016 - 06.2018
Director, Customer Experience
Recall Total Information Management
07.2015 - 04.2016
Senior Manager, Customer CARE
Recall Total Information Management
07.2010 - 07.2015
Sales Support, Supervisor
Recall Total Information Management
12.2008 - 06.2010
Master of Arts - Christian Education
New Orleans Baptist Theological Seminary
08.2006 - 12.2015
Inside Sales Executive
Recall Total Information Management
06.2006 - 12.2008
Bachelor of Arts - Speech Communication & Sociology
University of Georgia
08.2002 - 05.2006