Susan Nelson
Arroyo Seco,NM
Summary
Training and development of current and new employees. Strong customer service and client support skills with resolution in mind. Informative inspector with extensive knowledge of local building codes, and construction methods. Excellent organizational and interpersonal skills. Numerous computer software skills with strong emphasis in service and support for clients. Hardworking and flexible with a drive to succeed.
Overview
40
40
years of professional experience
Work History
Certified Home Inspector
Mueller Reports
Tonawanda, NY
01.2015 - 01.2022
- Conducted inspections using standard forms consistent with knowledge of industry standards and requirements for various categories of conventional and government-backed financing.
- Review properties to assess for banks, mortgage companies, and insurance companies. Strong knowledge of appraiser's guidelines.
- Utilize a variety of techniques to attain appraisal values such as square footage replacement cost.
- Ability to draw home layouts, diagrams and property shapes to mark rooms and other key areas of a property.
- Training and onboarding of new hires.
- Coached employees on how to successfully interact and achieve solutions with clients.
- Knowledge of terminology unique to the appraisal field, current principles , procedures, and techniques used with various properties including high value residential, commercial, industrial , manufactured homes and personal property.
- Developed and maintained an effective working relationship with the public.
Manager
Bank Of America, Customer Service Contact Center
Taos , NM
01.2002 - 11.2015
- Coached employees through day-to-day work and complex problems.
- Trained new customer service call center representatives in proper etiquette.
- Wrote the customer service representative schedule for the week.
- Reviewed call center standards with employees periodically to help achieve interactions and solutions.
- Oversaw fifteen employees in the banking solution department.
- Had a 95 percent resolution rate with the department by managing calls appropriately and stepping in whenever needed.
Assistant Airport Manager
Air Taos, Inc.
Taos, NM
01.1996 - 10.2001
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
- Spearheaded personnel safety initiatives to foster safe operating environment for all aircraft operations.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Resolved problems, improved operations and provided exceptional service.
- Filled out procurement forms and had technical skills to run daily operations involving numerous visiting aircraft to the airport. Ran Dollar Rent A Car operation at The Taos Regional Airport. Sold concessions to customers.
Previous Experience
NASA
Kennedy Space Center, Florida
08.1982 - 12.1995
- Communicated with media weekly to build relationships and optimize press coverage.
- Authored fresh and engaging press releases and prepared complete press kits.
- Taught in-house employees strategies for successful internal and external communications.
- Fostered positive relationships with key business journalists in national and trade publications.
Education
Bachelor of Science - Public Relations
University of Florida
Gainesville, FL08.1979
Skills
- Problem Solver
- Good Listening Skills
- Strong Work Ethic
- Team Leader
- Inbound and Outbound Calling
- Computer proficiency
- Microsoft Office
- MS Office
Timeline
Certified Home Inspector
Mueller Reports
01.2015 - 01.2022
Manager
Bank Of America, Customer Service Contact Center
01.2002 - 11.2015
Assistant Airport Manager
Air Taos, Inc.
01.1996 - 10.2001
Previous Experience
NASA
08.1982 - 12.1995
Bachelor of Science - Public Relations
University of Florida
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