Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Susan Mullikin

Susan Mullikin

Houston,TX

Summary

Seasoned professional with a diverse background in customer service and inside sales in automotive, airlines and financial services. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 20 + years background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Word, Outlook, Zoom Workplace and some Excel.

Overview

25
25
years of professional experience

Work History

Warranty Sales Representative

D&M Leasing
10.2023 - 10.2024
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Utilized CRM software to manage client information, track leads, and monitor sales progress.
  • Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
  • Listened to customer needs and desires to identify and recommend optimal products.

Customer Service Representative

American Express
01.2017 - 09.2023
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted members with account management, including updating personal information and setting up automated payments.

Supervisor Assistant

M.D. McDonald Company, Inc
09.2015 - 12.2016
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.

Flight Attendant

ExpressJet Airline
05.2006 - 09.2013
  • Assisted passengers with airline travel, provided care for passengers who required special assistance and directed and assisted passengers in the event of an emergency
  • Completed company required paperwork in a timely and efficient manner, as well as inspected all medical equipment for compliance.
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.

Charter Flight Attendant

Champion Air
05.2002 - 05.2006
  • Managed all aspects of charter flights for domestic and international travel
  • Prepared pre-departure catering, menu planning and destination travel arrangements
  • Worked with high profile clients, including the San Antonio Spurs, NASCAR team members and military.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.

Aesthetician and Stylist

Paulette's Day Spa
01.2001 - 09.2003
  • Performed a variety of cosmetology services, including hair cuts/color/style, skin care treatments, massages and manicures/pedicures
  • Assisted with record keeping, organized office files and maintained supply inventory.
  • Educated clients on proper skincare routine maintenance and guided them in selecting appropriate home care products.
  • Maintained strict sanitation protocols to ensure a clean and safe environment for both staff and clients.
  • Established long-lasting relationships with clients by providing personalized care and consistently delivering outstanding results.
  • Sterilized equipment for patient treatments.
  • Recommended retail products for at-home use.
  • Fostered friendly, warm, and exceptional customer experience.
  • Stocked treatment rooms with proper supplies.
  • Assessed condition of clients' skin in order to make recommendations to improve skin quality.

Flight Attendant

Legend Airline
01.2000 - 12.2000
  • Assisted business class customers with high-end catering arrangements, pre-flight meal preparations and destination arrangements.

Education

Certificate of Achievement in Cosmetology -

Pasadena City College
Pasadena, CA

Certification of Achievement in Fashion Marketing -

Ms. Wade's School of Merchandising
Longview, TX

Skills

  • Customer Service
  • Customer Relations
  • Customer Relationship Building
  • Interpersonal communication skills
  • Negotiation Tactics
  • Customer Needs Assessment
  • Lead prospecting
  • Product Promotions
  • Product and service knowledge
  • Product and Service Sales

Timeline

Warranty Sales Representative

D&M Leasing
10.2023 - 10.2024

Customer Service Representative

American Express
01.2017 - 09.2023

Supervisor Assistant

M.D. McDonald Company, Inc
09.2015 - 12.2016

Flight Attendant

ExpressJet Airline
05.2006 - 09.2013

Charter Flight Attendant

Champion Air
05.2002 - 05.2006

Aesthetician and Stylist

Paulette's Day Spa
01.2001 - 09.2003

Flight Attendant

Legend Airline
01.2000 - 12.2000

Certificate of Achievement in Cosmetology -

Pasadena City College

Certification of Achievement in Fashion Marketing -

Ms. Wade's School of Merchandising

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Susan Mullikin