Susan Stallins
Aurora,CO
Summary
Dynamic and results-oriented professional with extensive experience in customer support and e-commerce assistance, notably at TricorBraun. Excelled in team leadership and technical support, achieving 100% SLA/SLO attainment. Proficient in CRM software, with a knack for creative problem-solving and fostering robust customer relationships. Demonstrated ability to enhance team performance and customer satisfaction through effective training and analytical problem-solving.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Success Rep
Garmat USA
Englewood
12.2023 - 04.2024
- Take calls and field emails from customers and be able to walk them through troubleshooting issues they are experiencing with limited escalation as needed
- Enter call data into a database and track calls through to resolution
- Perform data analysis on calls/emails to reveal biggest issues and help develop technical documentation outlining how to solve that problem
- Develop a technical service manual that can be used to train internal staff and distributors on troubleshooting
- Support operations by providing documentation as needed
- Generate FAQ's for the website and instructional documents
Online Customer Service Supervisor
TricorBraun
Aurora, Co
08.2020 - 01.2022
- Responsible for team training and all learning possibilities
- Manage timecards for both employees and temps
- Managing and monitoring open orders to ensure they have shipped and invoiced on time
- Act as the Subject Matter Expert regarding ecommerce ordering procedures
- Collaborating closely with the Operations Managers regarding performance on time delivery issues/concerns
- Support onsite and offsite content for the website in the form of Blog and Social Media postings
- Participate in identifying website enhancements and scheduling them for Development
- Participate in scheduling and creating website promotions for customers
Online Customer Service Representative
TricorBraun
Aurora, Co
05.2018 - 08.2020
- Managing and monitoring open orders to ensure they have shipped and invoiced on time
- Act as the Subject Matter Expert regarding ecommerce ordering procedures
- Collaborating closely with the Operations Managers regarding performance on time delivery issues/concerns
- Support onsite and offsite content for the website in the form of Blog and Social Media postings
- Participate in identifying website enhancements and scheduling them for Development
- Participate in scheduling and creating website promotions for customers
- Make recommendations on how to drive traffic to the website and increasing overall conversion rate
E-Commerce Support Specialist
TricorBraun
Aurora, Co
08.2019 - 03.2020
- Managing and monitoring the company website
- Creating monthly/weekly reports for website sales and usage
- Managing customer retail sales
- Working with management to increase revenue from retail website
- First point of contact for customer inquiries about products and sales process
Customer Service Representative
name.com
Denver, CO
04.2016 - 05.2018
- Responded to customer inquiries via ZenDesk Support Ticketing System regarding but not limited to the following topics: domain registration/renewals; name.com policies and guidelines
- Order processing including sales and customer support in building their custom websites, utilizing the following hosting products
- Guidance and troubleshooting for other apps/products that company provided
- Supervised and trained new personnel in a one-on-one teaching environment and through shadowing
- Create and update Knowledge Base articles reduce deflection, and provide additional self-help resources for customers
- Create internal Knowledge Base articles for company's support team providing steps on complex tasks that randomly appeared
Team Lead / Technical Services Rep
IBM
Boulder, CO
01.1995 - 04.2016
- Provided operational direction to technical staff in support of 25,000+ customer interactions per month
- Achieved 100% SLA/SLO attainment
- Handled accounts transitioning in, steady-state and transitioning out activities
- Experienced in a variety of industries from Automotive to manufacturing
- End to End incident coordinator including the daily end to end management of open incident tickets
- Acted as a point of contact for all escalations
- Provided daily coaching for staff on process and procedures
Education
High School Diploma -
Morton West HS
Berwyn, IL06-1987
Skills
- Telecommuting Access Skills
- Software Proficiency
- Team Collaboration Abilities
- Team Leadership
- Employee Training
- Effective Reasoning Skills
- Customer Support Expertise
- E-Commerce Assistance
- SaaS Implementation
- Technical Support
- Experience with Zendesk
- Data Compliance Assurance
- Email Communication Support
- Prioritization of Tasks
- Written Communication Skills
- Service Level Agreement Compliance
- Customer Query Handling
- Analytical Problem-Solving
- Salesforce Proficiency
- Real-Time Customer Support
- Customer Relationship Management Tools
- Support for Office Operations
- Creative problem solving
- CRM software proficiency
Certification
Colorado Resident Producer License
September 2024 to February 2026
Colorado Life, Accident and Health producer license
Timeline
Customer Success Rep
Garmat USA
12.2023 - 04.2024
Online Customer Service Supervisor
TricorBraun
08.2020 - 01.2022
E-Commerce Support Specialist
TricorBraun
08.2019 - 03.2020
Online Customer Service Representative
TricorBraun
05.2018 - 08.2020
Customer Service Representative
name.com
04.2016 - 05.2018
Team Lead / Technical Services Rep
IBM
01.1995 - 04.2016
High School Diploma -
Morton West HS
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