SUSANNA WONG
San Antonio
Summary
Results-driven professional with 15+ years of experience in diverse roles, consistently exceeding
goals and enhancing client satisfaction. Skilled at building customer relationships, delivering
seamless service, meeting deadlines, and maintaining professionalism while addressing client needs
effectively.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
KB Home
09.2020 - Current
- Manage the scheduling and onsite evaluation of subcontractors to ensure highquality work
- Facilitate construction warranty claims from scheduling to resolution, completing all claims within 7 days
- Maintain a Customer Satisfaction Index (CSI) of 98% or above
- Visit homeowners' residences for orientations and periodic follow-ups to ensure a positive transition to new home and ongoing satisfaction, ensuring all needs and expectations are met
- Conduct remote work while maintaining flexibility and productivity
Warranty Supervisor
Gibson Plumbing
08.2016 - 05.2020
- Managed warranty calls, ensuring timely resolution and customer satisfaction
- Negotiated vendor contracts to stay within budget, enhancing builder relations
- Supervised team performance and schedules, and actively participated in hiring and training
- Led warranty call management, optimizing screening and resolution processes to enhance customer satisfaction and operational efficiency
- Analyzed warranty trends to identify recurring issues, proposing targeted solutions that led to a substantial decrease in repeat service calls
Vendor Data Analyst
Becton Dickinson
05.2014 - 07.2016
- Reviewed incoming requests for completeness and accuracy, ensuring proper documentation
- Ensured accurate storage of W9 and W8 tax documents, maintaining compliance
- Managed vendor data quality in SAP, adhering to master data policies
- Processed vendor-related edits and additions efficiently, improving data accuracy
Customer Service Representative
AmerisourceBergen
06.2012 - 02.2014
- Managed customer service accounts for the largest pharmaceutical supplier in the U.S
- Assisted with various customer needs due to missed shipments, price adjustments, and back orders to include a continuous strive for prompt resolution
- Back-order tracking and delivery
- Order adjustments and tracking
- Managed, and verified large volumes of data
Recovery Process Analyst
AfterMath Claim Science
11.2009 - 05.2012
- Established positive business relations by initiating contact with the appropriate billing department for medical providers
- Demonstrated strong data entry skills and proficiency in using multiple PC applications simultaneously
- Consistently met the company goal of 150 claims per day, regularly exceeding expectations by processing an additional 50 claims, averaging 200 claims daily
Education
High School Diploma -
J Sterling Morto West
05-1998
Skills
- Customer Service & Client Relations
- Project & Team Management
- Data Management & Accuracy
- Negotiation & Vendor Management
- Performance Monitoring & Reporting
- Flexibility & Remote Work
Timeline
Customer Service Representative
KB Home
09.2020 - Current
Warranty Supervisor
Gibson Plumbing
08.2016 - 05.2020
Vendor Data Analyst
Becton Dickinson
05.2014 - 07.2016
Customer Service Representative
AmerisourceBergen
06.2012 - 02.2014
Recovery Process Analyst
AfterMath Claim Science
11.2009 - 05.2012
High School Diploma -
J Sterling Morto West
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