SUSAN STRAIT
Hilton
Overview
35
35
years of professional experience
Work History
Customer Service Representative
Lilac City Tournament
04.1990 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Billing and Payroll / Collections
Emerson Express Co., Inc
01.2004 - 08.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Hilton High School
Hilton, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Data collection
- Clerical support
- Filing
- Dispute resolution
- Multi-line phone talent
- Coordination
- Assertiveness
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Spreadsheets
- Office equipment proficiency
- Shipping and logistics
- Delivery scheduling
Timeline
Billing and Payroll / Collections
Emerson Express Co., Inc
01.2004 - 08.2025
Customer Service Representative
Lilac City Tournament
04.1990 - Current
Hilton High School