Summary
Overview
Work History
Education
Skills
Timeline
Generic

SUSIE SPOOLSTRA-KELLEY

Nampa

Summary

To find a career opportunity that can utilize all experiences and talents. I have a passion for people and building relationships, and I thrive in an atmosphere with high energy and many facets of the job running at the same time. I have extensive management experience as well as a Bachelor’s Degree in Communications. Extensive and daily experience working in a High energy sales environment with a Multi-Million dollar company.

Overview

12
12
years of professional experience

Work History

Client Service Cooridinator

AmeriBenIEC Group/Elevance Health
08.2022 - Current
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Streamlined communication channels for improved team collaboration and quicker response times to client requests.
  • Achieved higher customer retention rates with proactive follow-up on client concerns and timely resolutions.
  • Coordinated service delivery, ensuring prompt and accurate execution of client orders and requests.
  • Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
  • Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
  • Liaised between internal departments to expedite resolution of complex cases requiring input from multiple stakeholders.
  • Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Maintained and managed customer files and databases.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.

Loan Officer Assistant

Evergreen Home Loans
11.2020 - 11.2021
  • Acting primary point of contact for the customer, and keeping the customer informed throughout the process; Managing new files from time of contract through closing; Pull credit reports; Social Media Marketing; Meet with borrowers as requested by Loan Officer; Working knowledge of loan program guidelines including conventional, jumbo, and government loan programs; Excellent communication and people skills required; Draw the application documents and send packet to client for signature and verify application data; Performing basic income calculations; Complete Fannie Mae Form 1003 and complete loan setup in Encompass; Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies; Assist Loan Officer in providing required reporting as needed; Ability to manage a pipeline and collect documents pertinent to mortgage loan origination; Manage monthly compliance-approved email marketing to realtors.
  • Assessed loan compliance to meet mortgage lending laws and regulations

Front End Supervisor

Mountain Gem Credit Union
07.2020 - 11.2020
  • Member Service Coordination Manager Collections Membership Expansion Re-Opening Dormant Accounts Member Retention Promotions Gap Insurance/Refunds/Monthly Balancing Credit Life and Disability Monthly Balancing Bankruptcy Managing/Training/Coaching current and new Tellers Hiring/Scheduling/Overseeing all Front end tasks and reports.

Claims/Customer Service Supervisor

Dillabaugh’s Flooring America
08.2017 - 07.2020
  • All Residential, new builder, commercial, and manufacturer claims Trained Extensively in RFMS systems Scheduling (trained in Schedule Pro) Ordering and procurement Full time assistant for the Installation Manager/scheduling inspections and following up with all customers, for customer satisfaction.
  • The last 4 months I was a Sales Project Manager A professional at capturing the customer and gaining their trust in a very short period of time.
  • Product knowledge expert and the talent to guide and sense what the customer would want to have their dream home.
  • Along with gaining the customer’s trust, I was also able to get them to commit to professional measures and gain their commitment to close the sale.
  • Established and updated work schedules to account for changing staff levels and expected workloads

CUSTOMER SERVICE MANAGER

AM FINN SAUNA
01.2017 - 08.2017
  • Overseeing and selling Sauna’s to thousands of Fitness and Spa facilities across the US.
  • Promoting the Saunas at Fitness Conventions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Consistently managed 8-person staff, effectively resolving issues.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
  • Improved customer service initiatives by streamlining sales and order management processes
  • Created customer support strategy to increase customer retention
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Followed through with client requests to resolve problems
  • Monitored customer service operations to assess agent performance and provide feedback
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Completed special projects by using effective decision making, critical thinking and time management skills

Assistant Project Manager

Wright Brothers
07.2016 - 01.2017
  • Job Searches Preparing Bid Documents Bid Delivery Contract Preparation Change Orders Acquiring Various State Licensing Meeting Minutes Trainings Completed Include: First Aid CPR, Online Safety Course 1,2 and 3, OSHA 10 Hour, Lead Base, Fire Caulking, Forklift Training, Total Station Training.
  • Escalated incidents to next level to remain compliant with company's standards and procedures
  • Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
  • Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands
  • Created and maintained quarterly newsletter to make project progress, annual corporate strategy and upcoming projects information available to stakeholders throughout organization
  • Delivered high level of service to clients to both maintain and extend relationship for future business opportunities
  • Mentored and guided associates in approaches designed to exceed expectations of customers and members
  • Closely collaborated with project members to identify and quickly address problems
  • Reported regularly to managers on project budget, progress and technical problems
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays
  • Recruited and oversaw personnel to achieve performance and quality targets
  • Maintained open communication by presenting regular updates on project status to customers
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
  • Sourced, vetted and managed vendors needed to accomplish project goals
  • Verified quality of deliverables and conformance to specifications before submitting to clients
  • Built successful project plans covering objectives, resources and staffing to meet schedules

Solutions Specialist

Verizon Wireless Communications
02.2015 - 07.2016
  • Sales Professional and was among the top 5 performers every month I was employed.
  • Providing the Highest quality customer service and solutions to all of the customers Technology needs.
  • Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings
  • Implemented corrective actions to fix root causes of various issues
  • Answered customer questions about billing, account issues and upgrade possibilities
  • Provided top product quality control and inspection, eliminating downtime to maximize revenue
  • Recommended new products and services to customers

Team Lead Supervisor

Sorenson Communications
06.2012 - 02.2015
  • Training up to 20 Communication Assistants Keeping the CA’s motivated to perform at their best Weekly one on one meetings with each consultant Monthly team meetings.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team
  • Consistently met quarterly sales goals and increased customer retention rate year-over-year
  • Maintained compliance with company policies, objectives and communication goals
  • Identified individual employee's unique work styles and adapted management methods
  • Set overall vision and provided team leadership
  • Audited and documented processes and procedures for new accounts department
  • Evaluated employee performance and coached and trained to improve weak areas
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
  • Oversaw and optimized work of craftsmen performing high-quality, precision work
  • Introduced team contests and goals to enhance productivity and improve employee morale
  • Built, managed and coached insourced and outsourced teams
  • Worked with management team to implement proper division of responsibilities
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
  • Interviewed, hired and trained new employees for production positions
  • Developed training, task and process guidelines and communicated clear and concise directions to employees
  • Performed annual evaluations and reviews for large staff of employees

Education

Bachelor's Degree of Communications - JournalismEmphasis -

Boise State University
Boise, ID
05.1998

Skills

  • Basic
  • Closing
  • Coaching
  • Excellent communication
  • CA
  • Consultant
  • Draw
  • CPR
  • Credit
  • Client
  • Customer satisfaction
  • Customer service
  • Delivery
  • Email
  • First Aid
  • Forklift
  • Government
  • Hiring
  • Insurance
  • Managing
  • Marketing
  • Meetings
  • People skills
  • Policies
  • Procurement
  • Quality
  • Reporting
  • Safety
  • Sales
  • Selling
  • Scheduling

Timeline

Client Service Cooridinator

AmeriBenIEC Group/Elevance Health
08.2022 - Current

Loan Officer Assistant

Evergreen Home Loans
11.2020 - 11.2021

Front End Supervisor

Mountain Gem Credit Union
07.2020 - 11.2020

Claims/Customer Service Supervisor

Dillabaugh’s Flooring America
08.2017 - 07.2020

CUSTOMER SERVICE MANAGER

AM FINN SAUNA
01.2017 - 08.2017

Assistant Project Manager

Wright Brothers
07.2016 - 01.2017

Solutions Specialist

Verizon Wireless Communications
02.2015 - 07.2016

Team Lead Supervisor

Sorenson Communications
06.2012 - 02.2015

Bachelor's Degree of Communications - JournalismEmphasis -

Boise State University

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SUSIE SPOOLSTRA-KELLEY