Suzan Rosewell
Wilmington,DE
Summary
Experienced customer service professional with a strong background in client support, account management, and problem resolution. Skilled in coaching and training new employees, delivering exceptional customer experiences, and consistently exceeding performance and quality expectations in fast-paced environments.
A dedicated technical professional with strong background in diagnosing and resolving technical issues, coupled with proven track record of enhancing system performance. Known for reliability and capacity to adapt to evolving project requirements, fostering collaborative team environment. Key strengths include problem-solving, technical acumen, and effective communication.
Overview
11
11
years of professional experience
Work History
Recreation Coordinator
Delaware Futures – Wilmington, Delaware
Wilmington, Delaware
01.2015
- Maintained daily operations for after-school recreational programs and ensured safety and discipline.
- Organized educational and engaging activities for children in the program.
- Performed administrative duties including attendance tracking and inventory management.
Sr. Technician Client Service
Bank of New York Mellon – Prudential Alliance
01.2017 - 01.2026
- Worked directly with clients to resolve day-to-day issues and direct them to appropriate resources at Prudential.
- Supported clients with web access and technical issues to ensure requests were executed accurately and efficiently.
- Identified and updated client accounts in a timely manner while maintaining high levels of customer satisfaction.
- Received multiple complimentary client calls and recognition for outstanding customer service performance.
- Trained and coached new employees by providing valuable guidance, support, and assistance with account case management and issue resolution.
- Maintained and exceeded monthly call quality scores of 90% or higher.
Customer Service Representative
Arrowhead Advance – Claymont, Delaware
Claymont, Delaware
01.2015 - 01.2016
- Provided customer service for inbound/outbound calls, emails, and web lead forms for potential loan customers.
- Performed loan origination and followed up on documentation and correspondence per client requests.
- Reported customer complaints and issues to management to ensure satisfaction and resolution.
- Exceeded established performance goals while multitasking in a fast-paced environment.
Education
Certified Medical Assistant Program -
Dawn Career Institute
Wilmington, Delaware01-2008
High School Diploma - undefined
McKean High School
Wilmington, Delaware01-2003
Skills
- Coaching experience
- Group coordination
- Team management
- Safety protocols and oversight
Accomplishments
- Consistently exceeded monthly call quality performance scores of 90% or higher
- Selected to train and coach new employees while providing ongoing guidance and support.
- Demonstrated leadership by assisting co-workers with account management and issue resolution.
- Exceeded established performance goals in fast-paced customer service environments.
Timeline
Sr. Technician Client Service
Bank of New York Mellon – Prudential Alliance
01.2017 - 01.2026
Recreation Coordinator
Delaware Futures – Wilmington, Delaware
01.2015
Customer Service Representative
Arrowhead Advance – Claymont, Delaware
01.2015 - 01.2016
High School Diploma - undefined
McKean High School
Certified Medical Assistant Program -
Dawn Career Institute
Awards & Achievements
Recognized for outstanding customer service and received multiple complimentary client calls at Bank of New York Mellon., Consistently exceeded monthly call quality performance scores of 90% or higher., Selected to train and coach new employees while providing ongoing guidance and support., Demonstrated leadership by assisting co-workers with account management and issue resolution., Exceeded established performance goals in fast-paced customer service environments.