Susanna Nordin
Houston,TX
Summary
Results-driven professional with expertise in assessing and responding to customer expectations and needs. Expert and trainer in ARGUS Software applications. Demonstrates strong skills in task management, client communication, analytical thinking, and sales.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Senior Customer Support Analyst
Altus Group
Houston, TX
02.2022 - 02.2026
- Resolved escalated customer complaints quickly and efficiently.
- Enhanced customer support by promoting understanding of product features across multiple applications.
- Provided constructive feedback to team members, improving overall customer query handling.
- Developed and delivered hands-on training for ARGUS Enterprise software, engaging 20+ team members in activities to help ensure their proficiency and user success.
- Developed and delivered presentations for team members on commercial real estate (CRE) industry concepts such as neighborhood classifications, development types, and development cycles.
- Developed and delivered knowledge transfers for two other departments to demonstrate product performance.
- Supported colleagues by fostering a collaborative work environment.
- Maintained responsibilities from previous role.
Customer Support Analyst
Altus Group
Houston, TX
05.2017 - 02.2022
- Answered support calls and emails from customers needing assistance with products.
- Assisted customers with product installation, setup, and troubleshooting, usage, and licensing issues.
- Maintained composure and applied de-escalation techniques during challenging customer interactions to foster positive outcomes.
- Managed multiple customer cases simultaneously with continuous attention to detail.
- Documented customer interactions in company's CRM system to track and resolve requests and problems.
- Collaborated with other departments such as provisioning, sales, and IT to ensure successful resolution of complex problems.
- Performed root cause analysis to identify underlying causes of recurring problems with products or services.
- Analyzed customer feedback to identify areas of improvement in the service process.
- Supported, tested and wrote 30+ help articles for company software products and support procedures.
- Developed and provided in depth calculation proofs and guides for complicated calculations, such as CPI increases with irregular terms, Present Value, WALE, etc.
- Achieved all offered software certifications with ease in the first exam offered.
- Maintained up-to-date knowledge of the company's products and services.
- Trained new employees in best practices for handling customer inquiries or complaints using CRM/Salesforce.
- Monitored customer interactions across phone calls, emails, and chat sessions to uphold quality standards.
- Contributed to the ARGUS Support team winning a Gold Medal Stevie Award in 2019 for Customer Service.
- Delivered hands-on training sessions for industry professionals and students at external locations as part of our certification training.
Sales Associate
Champion Concessions
Todd Mission, TX
09.2023 - Current
- Guided customers in product selection and addressed inquiries to enhance shopping experience.
- Demonstrated product features and educated customers on usage to drive informed purchasing decisions.
- Established rapport with customers to foster loyalty and encourage repeat business.
- Provided product demonstrations to enhance customer understanding.
- Operated point-of-sale systems, ensuring smooth transactions and efficient returns.
- Worked with fellow sales team members to achieve group targets.
- Analyzed sales data to identify trends and optimize sales strategies.
- Led the sales team to improve sales of slow producing item by over 400 units over the course of the season, selling out all stock of that item.
Education
Bachelor of Arts - Economics
Texas A&M University
College Station, TX05-2017
Skills
- Customer service and relationship management
- Conflict resolution and problem solving
- Attention to detail
- Team collaboration
- Written and oral communication
- Escalation and de-escalation management
- Technical writing
- Software training
- Public speaking
- Analytical thinking
- Commercial real estate software
- Root cause analysis
- Microsoft Office 365
Certification
ARGUS Software Certification - ARGUS Enterprise
Timeline
Sales Associate
Champion Concessions
09.2023 - Current
Senior Customer Support Analyst
Altus Group
02.2022 - 02.2026
Customer Support Analyst
Altus Group
05.2017 - 02.2022
Bachelor of Arts - Economics
Texas A&M University