Susan Jonas
Office Management / Administrative Management / Operations Management
Queen Creek,AZ
Summary
Experienced Management Analyst skilled in budget review, reporting and research. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations. Advanced knowledge business development and operational areas. Steps into new areas with adaptable approach.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work History
Management Analyst
Town Of Florence
Florence, AZ
02.2017 - Current
- Evaluated current processes to develop improvement plans.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Gathered, documented, and modeled data to assess business trends.
- Produced detailed and relevant reports for use in making business decisions.
- Recommended operational improvements based on tracking and analysis of Water and Wastewater data.
- Created and optimized records management strategies to coordinate, store and protect information.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Independent Sales Representative
Avon Products
New York, NY
07.2012 - 06.2023
- Created and deployed successful marketing collateral to highlight offerings and engage customers at appointments, trade shows and networking events.
- Used prospecting and client development techniques to produce fresh leads and maintain solid conversion rate.
- Organized inventory to keep samples ready and products within optimal levels to support target customer levels.
- Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
- Used strong customer service skills to develop loyal customer base, increasing repurchasing rate 82%.
Customer Service Associate Reserves Program
Amazon
Seattle, WA
09.2016 - 02.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Office Manager
V&P Nurseries Inc
Queen Creek, AZ
09.2013 - 07.2016
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Created, maintained and updated filing systems for paper and electronic documents.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Associate Manager of Operations & Client Services
BGRS
Scottsdale, AZ
06.1996 - 07.2012
- Monitored employee productivity and optimized procedures to reduce costs.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored key performance metrics to identify areas for improvement.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Master of Arts - Organizational Management
University of Phoenix
Tempe, AZ 01.2001 - 08.2003
Master of Science - Business Administration
Post University
Waterbury, CT 09.1998 - 12.2000
Skills
Organization and Time Management
undefinedTravel
Just returned from a 3 week trip to Yellowstone National Park and the Grand Tetons National Park. Explored the parks through various ways, such as hiking the trails, boating, fishing, atv riding, rafting, horseback riding and driving.
Timeline
Management Analyst
Town Of Florence
02.2017 - Current
Customer Service Associate Reserves Program
Amazon
09.2016 - 02.2017
Office Manager
V&P Nurseries Inc
09.2013 - 07.2016
Independent Sales Representative
Avon Products
07.2012 - 06.2023
Master of Arts - Organizational Management
University of Phoenix
01.2001 - 08.2003
Master of Science - Business Administration
Post University
09.1998 - 12.2000
Associate Manager of Operations & Client Services
BGRS
06.1996 - 07.2012
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