Summary
Overview
Work History
Education
Skills
Timeline
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Susan Simons

Jim Falls WI US,WI

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

Serta Simmons Bedding
07.2018 - 10.2023
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed through with client requests to resolve problems.
  • Kept accurate records to document customer service actions and discussions.
  • Researched and corrected customer concerns to promote company loyalty.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Serviced the following customers: Hospitality, City Furniture, City Mattress, Menards, American Freight

Territory Manager

Automation Inc
03.2014 - 06.2018
  • Established successful account relationships by building rapport and maintaining consistent communication.
  • Researched competitor activity and used findings to develop sales growth strategies.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Attended trade shows and industry events to promote company products and services.
  • Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
  • Built relationships with customers and community to establish long-term business growth.
  • Managed accounts to retain existing relationships and grow share of business.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Project Manager

Sanmina
02.2012 - 03.2014
  • Planned, designed, and scheduled phases for large projects.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Provided detailed project status updates to stakeholders and executive management.
  • Identified plans and resources required to meet project goals and objectives.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Developed and implemented strategic project plans to meet business objectives.
  • Managed projects from procurement to commission.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Reported regularly to managers on project budget, progress and technical problems.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.
  • Facilitated workshops to collect project requirements and user feedback.

Customer Service Specialist

SE Automation
05.2007 - 02.2012
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Provided primary customer support to internal and external customers.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • 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.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Instructor

Chippewa Valley Technical College
08.2003 - 08.2006
  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
  • Observed and adopted new techniques from skilled instructors and lecturers.
  • Improved student performance by defining clear goals and communicating performance metrics.
  • Promoted classroom safety, collaboration and best practices.
  • Evaluated and revised lesson plans and course content to achieve student-centered learning.
  • Increased student participation via engaging lectures and assignments.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Tested and evaluated students on materials presented in workshops and classes.
  • Developed and clearly presented classroom rules, guidelines and objectives.
  • Facilitated learning with creation of engaging written and oral assignments.
  • Optimized learning plans based on student performance and feedback.
  • Assisted students in retaining lecture information with creation of guides and course materials.
  • Created and developed lesson plans to meet students' academic needs.

Education

Associate of Science - Electro-mechanical

Chippewa Valley Technical College
Eau Claire, WI

Bachelor of Science - Education

University of Wisconsin Stout
Menomonie, WI

MBA - Project Management

Kaplan University
Davenport, IA
07.2011

Skills

  • Report Preparation
  • Project Management
  • One Call Resolution
  • Workflow Management
  • Regulatory Compliance
  • Training and Mentoring
  • Handling Escalations
  • Account Management
  • Complaint Resolution
  • Slack/Teams/Zoom
  • Persuasive
  • Training Programs
  • Customer Relations
  • Excellent Time Management Skills
  • Skilled Trainer
  • Performance Evaluations
  • Continuous Improvement
  • Work Prioritization
  • Adherence to High Customer Service Standards
  • Problem-Solving
  • Cross-Functional Collaboration
  • Deadline-Oriented
  • Meticulous Attention to Detail
  • Customer-Focused
  • Microsoft Outlook, Word, and Excel
  • Customer Service
  • Time Management
  • Decision-Making
  • Conflict Management
  • Proficient in Zoom/Teams/Slack
  • Conflict Resolution Techniques

Timeline

Customer Service Manager

Serta Simmons Bedding
07.2018 - 10.2023

Territory Manager

Automation Inc
03.2014 - 06.2018

Project Manager

Sanmina
02.2012 - 03.2014

Customer Service Specialist

SE Automation
05.2007 - 02.2012

Instructor

Chippewa Valley Technical College
08.2003 - 08.2006

Associate of Science - Electro-mechanical

Chippewa Valley Technical College

Bachelor of Science - Education

University of Wisconsin Stout

MBA - Project Management

Kaplan University

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Susan Simons