SUSAN MAUHAR

Experienced individual with 35 years of customer service expertise, adept at assessing needs, resolving issues, and providing product knowledge. Committed to improving service efficiency and satisfaction. Highly motivated, adaptable team player with a passion for growth and efficiency to meet company needs.

• Net Promoter Score on Surveys: Maintained a personal score of 98% with a goal of 85%
• Quality: Maintained a personal score of 98% with a goal of 96%
• Production Rate: Maintained a score of 2.32 with a goal of 1.90
• Co-Lead 2022 Associate Experience Survey Team successfully achieving a higher favorability with the focus areas of Team Engagement Drivers, Action Plans, Retention - Turnover, Speaking Up, and Leader Effectiveness. Upon completion of Perceptyx Associate Experience Leader's Poll, the team scored 100% favorability compared to 96% from the 2021 Associate Experience Survey results. Awarded a Star Award for accomplishment.
• 2018 Awarded Associate Experience Champion Star Award for the Market Support Team's accomplishments with the year including transitioning to working same day emails and collaboration between other departments.
• 2017 Completion of PeopleFirst Training for Consumer Service Operations Specialist Certification Total Member Experience. Training focusing on know the best way to stay focused while also creating the best experience for customers challenge. Topics covered: Listen, Learn, Language, Link, Lead, Lift, and Leap.
• 2016 Completion of Thriving Through Our Evolution Program offering a host of ways to help you thrive through these evolving times and prepare for the future.
• 2016 Assisted with onboarding of new hire in the Call Center as a Subject Matter Expert (SME) through mentorship in training room and on floor assistance during live calls.