Susan Sorensen
Mesquite
Summary
Dynamic leader with over 30 years of experience in customer service operations and team leadership. Committed to enhancing service quality and customer satisfaction.
Overview
27
27
years of professional experience
Work History
Senior Manager, Customer Service Operations
Ebay Inc
Draper
11.1999 - 03.2022
- Aligned operational goals with strategic initiatives by leading cross-functional teams.
- Managed project timelines and resources for efficient execution of plans.
- Drove daily operational efficiency through implementation of process improvements.
- Fostered a culture of collaboration to enhance team performance.
- Ensured compliance with laws, regulations, and policies across business units.
- Directed teams in developing innovative solutions for complex challenges.
- Evaluated employee satisfaction to identify areas for improvement.
- Represented organization at conferences as an expert speaker on relevant topics.
Director of Operations
Providian Financial
San Francisco
04.1995 - 10.1999
- Managed customer service operations, such as responding to inquiries and resolving complaints.
- Developed strategies to improve customer service operations and processes.
- Established performance benchmarks for customer service operations and reported outcomes to senior management.
- Created reports detailing call volume, response times, and other metrics related to customer service operations.
- Directed customer service operations ensuring high quality standards are met at all times.
- Implemented new processes and procedures related to customer service operations.
- Identified opportunities to improve processes related to customer service operations.
- Ensured compliance with established policies and procedures related to customer service operations.
Education
Some College (No Degree) - Police Science
Madison Area Technical College
Madison, WI08-1986
High School Diploma -
Lake Mills High School
Lake Mills, Wisconsin05-1985
Skills
- Customer service management
- Team leadership
- Effective communication
- Hiring and training
- Program development
- Performance reviewing
- Operations planning
References
References available upon request.
Timeline
Senior Manager, Customer Service Operations
Ebay Inc
11.1999 - 03.2022
Director of Operations
Providian Financial
04.1995 - 10.1999
Some College (No Degree) - Police Science
Madison Area Technical College
High School Diploma -
Lake Mills High School