Susan Nelson
Indiana Sugars Inc
Plainfield,IL
2027
years of professional experience
Customer-focused professional with a strong background in resolving complex account issues and enhancing customer relationships. Demonstrated success in process improvement and collaboration with cross-functional teams. Seeking remote or hybrid opportunities that allow for continued professional development.
Experienced with high-level administrative tasks, ensuring smooth office operations. Utilizes advanced organizational and time-management skills to support executives effectively. Knowledge of handling confidential information with discretion and professionalism.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Sr. Assistant to Vice President/Customer Service Representative
6 Years 6 Months- Transitioned successfully to a fully remote customer service role in 2020 while maintaining productivity and service quality.
- Collaborated with customers and internal teams to gather issue details, identify discrepancies, resolve concerns, enhancing customer satisfaction.
- Provide accurate quotes, account adjustments, balance information, and related account details.
- Partner across business units to troubleshoot account issues and implement action plans that support timely resolution.
- Maintained comprehensive customer account database, updating listings based on customer requirements to ensure accuracy and meet deadlines.
- Monitored contractual agreements to ensure accurate billing and compliance with applicable pricing.
- Consistently meets organizational objectives for accuracy, productivity, and service quality.
- Remote in Plainfield, Illinois
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders efficiently, ensuring timely delivery and customer satisfaction.
- Collaborated with team members to enhance service delivery and streamline processes.
- Trained new staff on company policies and customer service best practices.
- Developed relationships with key clients, fostering loyalty and repeat business.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Customer Service Manager
8 Years- Managed day-to-day customer service operations for cross-functional team, resolving customer issues efficiently and accurately while overseeing reporting, forecasting, training, mentoring, and performance monitoring, and identifying process improvements to enhance service efficiency and achieve departmental goals.
- Mentored new and existing staff, identified performance-improvement opportunities, and recommended strategies that improved team effectiveness.
- Led customer service team of 10, enhancing service delivery and satisfaction levels.
- Developed training programs for staff to improve product knowledge and service efficiency.
- Fostered a positive work environment through mentoring, coaching, and professional development initiatives.
- Managed escalated customer complaints, ensuring resolution aligns with company standards and policies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Implemented process improvements, resulting in streamlined operations and reduced response times.
- Followed through with client requests to resolve problems.
Assistant to the President
- Supported President through executive assistant responsibilities, special projects, and interdepartmental initiatives; created corporate documentation, board policies, SOPs, committee resources, and central office procedural manuals to enhance organizational efficiency.
- Managed 40-50 key accounts while maintaining strong working relationships with customers.
- Coordinated strategic initiatives to enhance operational efficiency across departments.
- Developed comprehensive reports for executive review, summarizing key performance metrics and trends.
- Facilitated communication between executive leadership and staff to ensure alignment on goals.
- Streamlined administrative processes, improving response times for internal requests and inquiries.
- Managed scheduling and logistics for high-level meetings, ensuring all necessary preparations were completed.
- Mentored junior staff members, providing guidance on best practices in administrative support functions.
- Enhanced efficiency by coordinating meetings, schedules, and travel arrangements for the President.
Education
Associate of Applied Science - Hospitality Management
Skills
Account issue resolution
Account relationship management
Sales coordination expertise
SAP super user
Proficient in Microsoft 365
Problem-solving
Attention to detail
Demand prioritization
Team motivation
Conflict resolution
Relationship building
Organizational skills
Timeline
Sr. Assistant to Vice President/Customer Service Representative
Indiana Sugars Inc
03.2020 - CurrentRead More
Customer Service Manager
Indiana Sugars
01.2012 - 01.2020Read More
Assistant to the President
Indiana Sugars
1997 - 2012Read More
Central Pennsylvania Business College
Associate of Applied Science from Hospitality Management
Read More