SUSAN HANSEN
Long Beach,NJ
Summary
Experienced manager with an excellent track record of providing top-quality support, service, and organization in a fast-paced environment, seeking a customer-oriented opportunity to develop business expertise further. Quality Assurance professional with comprehensive experience in ensuring product quality and compliance with industry standards. Demonstrates strong analytical skills and methodical approach to identifying and resolving issues. Adept at collaborating with cross-functional teams to achieve optimal results and adapt to evolving project needs. Highly reliable with expertise in software testing, process improvement, and risk management. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
27
27
years of professional experience
Work History
Quality Assurance Analyst
TD Bank
10.2024 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Enhanced product compliance with industry standards by diligently verifying adherence to regulatory requirements.
Customer Service Representative
TD Bank
01.2021 - 10.2023
- Led and support a team of service colleagues in achievement of daily activities to generate a positive customer experience
- Led all activities related to the Teller line from operations to sales and servicing
- Responsible for opening and closing operations of the location
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Phone Sales Associate
Acteion Group
01.2022 - 01.2023
- Part-time sales calls to sell dental products to offices world wide
- Selling Riskontrol products to dentist and hygienist offices by phone
- Briefing the customer on the product and the company
- Retained existing clients through relationship-building efforts focused on delivering consistently excellent service.
- Developed personalized scripts for various product offerings, improving the effectiveness of sales presentations.
Office Manager
Hansen, Warner and Assoc.
01.2015 - 01.2021
- Established efficient workflow processes and implemented modifications as needed to improve productivity across personnel and activities
- Managed and trained employees in company and regulatory procedures to ensure compliance
- Oversaw customer documentation and administrative processes
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Sales Representative
Brill Inc.
01.2000 - 01.2005
- Oversaw sales activities within an assigned territory for Baked good, Acme, Shop rite, & Giant super markets
- Trained all bakery employees with Brill products
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Processing & Sales Specialist
Cendant Mortgage
01.1998 - 01.2000
- Provide effective communication and professional partnership to Loan Officers, Underwriters, Mortgage Assistants
- Analyzed financial statements, production reports, tax returns, and credit documentation for accuracy and compliance with investor guidelines
- Surpassed monthly goals of closed loans, received occasional recognition for excellent customer service
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
- Delivered engaging sales presentations, effectively communicating the value of products and services to prospective clients.
Education
Bachelor of Science - Business
University Of Tampa
Tampa, FL01.1993
Skills
- Microsoft Office Suite, Mortgage Loan Processor Class Certificate
- Quality assurance
- Quality processes
- Mentoring and training
- Issue resolution
- Quality assurance controls
- Call monitoring
- Collaboration and communication
- Process implementation
- Technical support
Timeline
Quality Assurance Analyst
TD Bank
10.2024 - Current
Phone Sales Associate
Acteion Group
01.2022 - 01.2023
Customer Service Representative
TD Bank
01.2021 - 10.2023
Office Manager
Hansen, Warner and Assoc.
01.2015 - 01.2021
Sales Representative
Brill Inc.
01.2000 - 01.2005
Processing & Sales Specialist
Cendant Mortgage
01.1998 - 01.2000
Bachelor of Science - Business
University Of Tampa
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