Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Roszell

Elko New Market,MN

Summary

With a proven track record at USPS, I excel in customer relationship management and complaint resolution, enhancing client satisfaction and retention. My expertise in POS systems and a strong work ethic have significantly contributed to team productivity and service excellence. I'm recognized for developing empathetic client relationships and consistently exceeding service standards.

Overview

34
34
years of professional experience

Work History

Lead Sales and Service Associate

USPS
07.1990 - 08.2024
  • Managed client accounts by updating information and processing transactions accurately.
  • Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
  • Developed strong relationships with clients through consistent communication and excellent service delivery.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Delivered prompt service to prioritize customer needs.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate records of customer interactions, ensuring consistency in service delivery.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Assisted customers with inquiries, resolving issues promptly for improved customer retention.
  • Balanced multiple priorities effectively while maintaining a keen focus on delivering exceptional customer experiences consistently.
  • Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
  • Unloaded, loaded, and stocked merchandise.
  • Trained and taught Number new employees in Year.
  • Exemplified a strong work ethic by reliably completing assigned tasks on time or ahead of schedule.
  • Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
  • Provided comprehensive training to new associates, improving their skillset and productivity levels quickly.
  • Collaborated with team members to streamline processes and improve overall service efficiency.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Managed timely and effective replacement of damaged or missing products.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained staff on operating procedures and company services.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Sought ways to improve processes and services provided.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Maintained up-to-date knowledge of product and service changes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Implemented and developed customer service training processes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.

Education

Eden Prairie High School
Eden Prairie, MN
06.1983

Skills

  • Customer support
  • Patience and tolerance
  • Complaint handling
  • Quality assurance
  • Sales experience
  • Cross-selling and upselling
  • Product or service support
  • POS experience
  • Customer service excellence
  • Client relationship building
  • Payment processing
  • Point-of-sales systems
  • Multitasking and organization
  • Excellent communication
  • Listening skills
  • Computer skills
  • Order fulfillment
  • Workflow management
  • Customer service
  • Clerical support
  • Documentation and reporting
  • Client rapport
  • Repairs scheduling
  • Records oversight
  • Product training
  • Data processing
  • Account management
  • Staff education and training
  • Complaint resolution
  • Sales expertise
  • Strong work ethic
  • Handling customer complaints
  • Customer relationship management
  • Conflict resolution
  • Service scheduling
  • Records management
  • Work order interpretation
  • Progress reporting
  • Bill preparation
  • Customer consulting
  • Point-of-sale system
  • Reporting and documentation
  • Work prioritization
  • Understanding customer needs
  • Problem resolution
  • Customer account management
  • POS systems expert
  • Training development aptitude
  • Employee coaching
  • Route management

Timeline

Lead Sales and Service Associate

USPS
07.1990 - 08.2024

Eden Prairie High School

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Susan Roszell