Susan Gross
Ashland,VA
Summary
Detail-oriented and dedicated professional with over 20 years of experience in customer service, business operations, and financial management. Proven expertise in empathetically addressing customer needs, researching and resolving issues, and communicating effectively. Adept at leading teams, fostering positive interactions, and maintaining high standards of service. Seeking to leverage my expertise in customer service and problem resolution to contribute to a supportive and efficient team environment.
Overview
32
32
years of professional experience
Work History
Co-Owner
Inspire Martial Arts of Ashland, LLC dba Rise Martial Arts
01.2019 - 09.2024
- Utilized strong listening skills to professionally interpret and resolve customer issues, ensuring effective communication of guidelines and often eliciting a positive response, even when the resolution was not in the customer's favor
- Delivered exceptional customer service by understanding the dynamics of the organization and balancing them with the needs of the customer
- Conducted collections calls and collaborated with customers to update payment statuses
- Administered financial operations, including payroll, bookkeeping, sales tax reporting, and financial analysis using QuickBooks and Gusto
- Implemented and maintained effective operational systems, including fleet management and insurance compliance
- Co-managed all aspects of a successful small business, including strategic planning, financial oversight, and daily operations
- Supervised and mentored a team, fostering a culture of positivity, respect, and collaboration
Sole Owner
Inspire Martial Arts of Ashland, LLC
05.2013 - 01.2019
- Launched and grew the business from scratch, establishing a robust operational foundation and building a loyal customer base
- Negotiated leases, managed site build-out, and procured necessary equipment and vehicles
- Designed and distributed marketing materials, leveraging local community events to build brand recognition
- Managed accounts receivable and payable, utilizing QuickBooks for bookkeeping and financial management
- Conducted outreach to local schools and organized participation in community events to enhance visibility and build partnerships
- Instruct and mentor students, fostering a supportive environment that promotes discipline, respect, and personal growth.
Financial Operations Analyst
Anthem Blue Cross and Blue Shield
01.2003 - 01.2008
- Ensured timely and accurate billing for self-insured groups, including detailed weekly and monthly processes
- Performed account reconciliations and maintained group information
- Participated in leadership roles on the SIBS Committee and Unique Identifier Testing projects.
Customer Service Advocate plus Enrollment and Billing
Anthem Blue Cross and Blue Shield
01.2000 - 01.2003
- Reconciled accounts, updated group accounts with payments, and maintained membership records
- Addressed billing and enrollment inquiries in a call center environment
- Provided support for complex questions and served on the Enrollment and Billing Quality Committee.
Human Resources Manager
Free State Glass Industries
01.1993 - 01.2000
- Managed payroll, personnel records, and benefits administration
- Conducted employee training, orientation, and maintained safety records
- Handled workman's compensation and claims, using Word, Excel, and Ultipro software.
Accounting Clerk and Customer Service Representative
Free State Glass Industries
- Processed and posted invoices, resolved customer complaints, and handled accounts payable and receivable
- Contacted vendors to address pricing discrepancies and managed collections
- Resolved customer complaints and processed orders, including special pattern orders
Education
Associates Degree - Business Administration, Accounting
J Sargeant Reynolds Community College
Richmond, VAHigh School Diploma - with Honors
Fauquier County High School
Warrenton, VASkills
- Problem-Solving and Adaptability: Effectively researching and addressing customer issues, adapting to varying situations to provide optimal solutions
- Customer Relationship Management: Building and maintaining positive relationships with customers to ensure satisfaction and loyalty
- Financial Management and Bookkeeping: Overseeing financial operations to ensure accurate billing and account management with attention to detail
- Strategic Planning and Business Development: Creating and implementing strategies to support business growth and improve customer service
- Team Leadership and Employee Training: Leading teams and training staff to enhance customer service skills and improve team performance
- Event Planning and Management: Organizing and executing events to engage and support customers and the community
- Marketing and Community Engagement: Developing marketing strategies and engaging with the community to promote customer-focused initiatives
- Social Media and Digital Marketing: Utilizing digital platforms to enhance customer interaction and drive engagement
Accomplishments
- Achieved Rank of 5th Degree Black Belt - Inspire Martial Arts 2018
- Instructor of the Year - Martial Arts World 2009
- Circle of Excellence Award - Anthem Blue Cross and Blue Shield 2005
References
Available upon request.
Timeline
Co-Owner
Inspire Martial Arts of Ashland, LLC dba Rise Martial Arts
01.2019 - 09.2024
Sole Owner
Inspire Martial Arts of Ashland, LLC
05.2013 - 01.2019
Financial Operations Analyst
Anthem Blue Cross and Blue Shield
01.2003 - 01.2008
Customer Service Advocate plus Enrollment and Billing
Anthem Blue Cross and Blue Shield
01.2000 - 01.2003
Human Resources Manager
Free State Glass Industries
01.1993 - 01.2000
Accounting Clerk and Customer Service Representative
Free State Glass Industries
Associates Degree - Business Administration, Accounting
J Sargeant Reynolds Community College
High School Diploma - with Honors
Fauquier County High School
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