Suzanne Burkhalter
Salt Lake City,UT
Summary
United States Air Force Veteran with over 5 years contact center supervisory experience. Experienced Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Outgoing Customer Service Supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
23
23
years of professional experience
Work History
Electronics Warfare Systems technician
United States Air Force
- Worked on the SR71 Blackbird and the U2, Dragonlady
- Hooked up systems to specified panel mountings of particular devices.
Customer Service Supervisor
The Bowen Group
04.2021 - 09.2023
- Ensure tasks are assigned to CSRs with clear plan of action
- Monitor CSR work performance and production
- Recommend and participate in contact center planning
- Identify calls that are escalated to management
- Determine most appropriate course of action and/or identify alternatives in resolving issues
- Communicate with customers through phone
- Perform supervisory review of cases
- Review reports, case notes, and rosters submitted by CSRs
- Review CSR call volume reports to evaluate productivity
- Prepare shift operational assessments, after action reports, and weekly statistical data reports for presentation
- Handle escalated calls
- Review and approve time off requests
- Monitor KPIs and metrics for all customer service agents.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Interceded between employees during arguments and diffused tense situations.
Customer Service Representative
The Bowen Group
11.2020 - 03.2021
- Understand and explain Department of Veterans Affairs (VA) services or procedures
- Ask probing questions to identify requests for VA services and information
- Accurately record details of calls and other service requests in an expected time frame
- Select appropriate VA services to meet the specific needs of customers
- Utilize Salesforce to accurately record caller and call information
- Organize and prioritize multiple tasks.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
Project Manager
DMS Marketing
03.2018 - 12.2018
- Oversaw multiple projects focusing on grant driven marketing campaigns including social media, digital, print, radio and direct mail
- Managed multiple projects concurrently with budgets from $40k to over $1 million
- Managed resources for all projects
- Work with cross functional teams for project success
- Developed and maintained complex schedules for multifaceted projects
- Work closely with creative, digital, production and account teams for project success
- Responsible for all projects both commercial and government
- Administrator for Wrike project management software and Workfront Proof software.
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
IT Project Manager II (Contract)
HMS
03.2017 - 06.2017
- Oversaw multiple projects specializing in Medicare/Medicaid reclamation and cost containment
- Defined project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
- Developed full scale project plans, defining project tasks and resource requirements; assemble and build out implementation team and coordinate client implementations from both a business and data/IT perspective
- Managed client facing and internal projects
- Helped create and finalize the new Project Manager onboarding process.
Project Coordinator
Boyd Gaming
02.2016 - 07.2016
- Developed and updated schedules for multiple projects throughout the 5-phase workflow: Ideation; Initiation; Planning; Execution and Implementation; Closing
- PMO point of contact for all Compliance submissions, including managing, tracking, and communications
- Project Manager for multiple mid-size projects
- Detail oriented focus to define clear requirements, scope, timelines, budget and resources for projects both as a coordinator and project manager
- Strong, effective communication with internal teams and external vendors
- Key contributor to newly formed PMO policy and procedures
- Designed documents and defined processes currently being used in ITPMO
- Responsible for weekly and monthly Executive and GM Status Reports
- Manage tracking and reporting of Capital Hours for IT Department
- Implemented Project Approval Process for all IT projects
- Manage all ITPMO Change Requests from submission to project close.
Project Manager
Helix Education
08.2015 - 12.2015
- Developed and updated schedules for multiple marketing projects; including traditional print, email, social media and websites
- Acting technical consultant; provided options to client solutions, creative team and the client throughout the workflow phases
- Responsible for execution and delivery of client projects within the company including, direct mail, email and dialog, lead delivery, and other Ad Hoc projects
- Detail oriented focus to define clear requirements, scope, and timelines
- Strong, effective communication with internal teams and client facing representatives
- Led Project postmortem with a focus on increased quality and efficiency
- Worked closely web developers to create new or update existing web sites
- Worked directly with printers to ensure success of print campaigns.
Client Support Agent
Convergys (RCI Project)
10.2014 - 08.2015
- Provided a positive customer experience by handling a high inbound-call volume
- Met customer requirements through first contact resolution
- Booked timeshare vacations for members
- Solved unstructured problems that requires reliance on conceptual thinking
- Contributed ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Maintained broad knowledge of client products and services
- Confirmed customer understanding of solution and provide customer education
- Prepared complete and accurate work and update customer file.
Project Manager (Contract)
Consult Net
02.2014 - 04.2014
- Introduced and established project management process and procedures for managed services company
- Created project plans & templates, assigned team members and monitored work
- Identified resource needs based on project type and duration
- Managed timeline and scope issues to satisfaction of all stakeholders
- Coordinated communication with all stakeholders
- Designed, implemented and revised project management tools and documentation
- Worked closely with internal teams and outside vendors to ensure project success
- Managed multiple projects simultaneously.
Implementation Project Manager (Contract)
Krames Staywell
10.2012 - 07.2013
- Led internal team to define and map implementation processes
- Acted as primary point of contact during implementation of website integration projects
- Worked with internal and external IT teams, web developers and designers daily to complete projects
- Transitioned new product including documenting, training and defining processes
- Led team to beta test new PMO processes
- Created client facing and internal documentation for multiple products
- Managed multiple implementations simultaneously; consistently meeting or exceeding client expectations
- Conducted Scoping, Status and requirements calls with client and internal teams
- Provided timely status reports
- Created timelines, SOWs, checklists and presentation documents.
Client Support Advocate
Tomax Corporation
07.2011 - 09.2012
- Assisted customers with the function and usage of software applications
- Provided and/or applied configuration/setup of software applications
- Executed data fixes using PL/SQL
- Prepared and troubleshot flat files using data maps
- Worked with development to ensure timely resolution
- Troubleshoot software to identify system bugs
- Assisted with final testing of bug fixes and enhancements
- Logged issues and solutions in Phaseware ticketing system
- Primary liaison between Tomax and customer.
Implementation Manager
InMoment (Formerly Mindshare)
08.2006 - 02.2011
- Designed survey and reporting solutions that became company standards
- Assisted sales team with RFPs
- Helped clients define KPIs to ensure customer satisfaction
- Manage multiple projects and effectively prioritize deliverables
- Provided account management functions for client
- Rapid response to client requests, and issues in a fast-paced, start-up environment
- Scoped project to define optimal solution for client to achieve operational improvement
- Created training documents, quick-tip sheets and presentation materials for new product features
- Created analytic and consultative presentations for client C-level executives
- Product Subject Matter Expert.
Special Projects Supervisor
Convergys (DTV Project)
01.2001 - 03.2004
- Responsible for supporting; coaching; developing and supervising a group of CSRs in a contact center billing, help
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Resolved escalated customer issues
- Chaired weekly meetings for specialty group
- Covered as acting Operations Manager, as needed
- Reviewed statistics daily and provided constructive coaching
- Provided subject matter expertise for agents through utilization of tools provided as well as information from training and calibrations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
Electronics Warfare Systems technician -
United States Air Force
Associate of Science - Project Management
University of Utah
Salt Lake City, UT12.2016
Skills
- Managing Remote Teams
- Training
- KPIs and metrics
- Team Management
- Resource Allocation
- Project Documentation
- Project Scheduling
- Business Process Improvement
- CRM Software Expertise
- Process Improvement
- Training and Development
- Effective Communication
- Empathy and Compassion
- Delegation Skills
- Team Leadership
- Feedback Delivery
- Call Monitoring
- Quality Assurance
- Problem Solving
- Policy Enforcement
- Escalation Handling
- Time Management
- Performance Management
- Performance Improvement
- Microsoft Office
- Customer Service Management
- Coaching and Mentoring
- Motivational Leadership
Accomplishments
- Achieved Top 2 in team standings, every month for over a year. by completing Active coaching and monitoring KPIs and metrics with accuracy and efficiency.
- Supervised team of 14 staff members.
Timeline
Customer Service Supervisor
The Bowen Group
04.2021 - 09.2023
Customer Service Representative
The Bowen Group
11.2020 - 03.2021
Project Manager
DMS Marketing
03.2018 - 12.2018
IT Project Manager II (Contract)
HMS
03.2017 - 06.2017
Project Coordinator
Boyd Gaming
02.2016 - 07.2016
Project Manager
Helix Education
08.2015 - 12.2015
Client Support Agent
Convergys (RCI Project)
10.2014 - 08.2015
Project Manager (Contract)
Consult Net
02.2014 - 04.2014
Implementation Project Manager (Contract)
Krames Staywell
10.2012 - 07.2013
Client Support Advocate
Tomax Corporation
07.2011 - 09.2012
Implementation Manager
InMoment (Formerly Mindshare)
08.2006 - 02.2011
Special Projects Supervisor
Convergys (DTV Project)
01.2001 - 03.2004
Electronics Warfare Systems technician
United States Air Force
Electronics Warfare Systems technician -
United States Air Force
Associate of Science - Project Management
University of Utah
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