Suzanne Schaubel

Contractor for USDA

• Provided USDA points of contact and additional information which addressed customers’ needs and questions in accordance with quality standards and business rules
• Utilized the provided Customer Relationship Management (CRM) solution to answer questions received via phone and email, including the use of standard templates
• Delivered personalized information to each customer using plain spoken and written language in a friendly, professional manner
• Collected data on each interaction using the provided CRM solution and other identified Contact Center technology
• Performed internet searches of government websites and other web content to locate specific answers to customer questions
• Managed call time effectively by controlling the pace and flow of the inquiry or request

• Creation and development of online reselling small business aimed towards antique collectors and vintage enthusiasts
• Maintenance of inventory database, product sourcing, creation of educational materials, fulfillment, marketing and sales analytics and customer service

Formerly ACI Worldwide, formerly Online Resources Corp

• Primary contact for client day-to-day operational needs for a portfolio of Fortune 500 clients, ensuring superior client engagement, service, and support
• Coordinate the fulfillment of non-break fix issues for clients, including product questions, documentation, compliance, and training requests
• Provide support of and instruction for new product and service launches with the understanding of the operational impact to the current client base
• Author and deliver System Requirements and System User Guidance documentation as well as policies and procedures for external and internal use
• Train new hires in business unit goals, policies and procedures, and daily troubleshooting and investigations
• Provide 1:1 product and support system training for team members and client-facing groups
• Partner with the Account Executives, Application Technical Consultants, and Product Specialists to monitor service delivery and client satisfaction within appropriate timeframes
• Collaborate on client relationship health measures with Account Executives and Application Technical Consultants to identify areas for continuous improvement and development of action plans

• Provided Client Support facilitating implementation of corrective actions to resolve technical problems for clients and end users of online banking and bill pay products at a high technical level
• Monitored service correction and change requests being processed by Database Administrators to meet service requirements and client expectations
• Facilitated communication and provided technical analysis of on-going and one-time product and service issues for both internal representatives and external clients
• Assisted internal representatives with high-level technical research to address client and end user concerns
• Performed duties concurrently with Client Support role to transition banking client from prior on-line banking system to FISERV financial banking product

• Acted as lead Client Service Representative (CSR) for both VIP and newly established clients providing training, troubleshooting, and analysis of online banking and bill pay products and services
• Facilitated communication with financial institutions involved in beta and pilot testing of services and ensured that requirements for each service offered were met through logging, tracking, and documenting the results of each test element
• As lead CSR, provided management oversight of call-center employees within Client Support Department
• Monitored individual employee work for thoroughness of actions taken as well as customer interaction
• Provided team member feedback regarding actions taken both positive and corrective
• Provided daily work assignment, management of the group and end of month performance reporting to senior management
• Provided team instruction for creation and maintenance of products and services using articles created for internal company knowledge base purposes to align customer service department policies and systems with the company’s objectives
• Acted as Digital Banking Group representative during ‘Day in the Life’ programs, promoting knowledge, communication, and trust between parent company, clients, and employees