SUZANNE ALAYNE SORTER

General receptionist duties including:

Maintain reception area of lobby, assist with printing needs

Record Resident appointment departures and returns

Create inclusive atmosphere

Implemented "Lunch with Sue" to encourage Resident interaction

• Provided high-quality consistent customer service and technical support for/by action: Computer and network infrastructure; desktop and mobile-devices; collaboration services Applications covering human resources; financials; student and alumni records; research administration; teaching and learning Identities; passwords and access Acted as a Liaison between alumni, staff, faculty, students, parents, and community by educating End Users on multiple systems Participated in hiring and training of staff and colleagues Assisted with initial implementation and evolution of department practices and procedures Assessed customer needs for consideration of upgrades Obtained near 100% Customer Service satisfaction rating over span of career Acted as Subject Matter Expert (SME) for various PeopleSoft (HR, Student, Financials), eResearch, Concur, and Canvas modules Troubleshooted issues using a variety of technical tools, through remote channels: - phone - email - chat Educated customers on IT services and policies Collaborated with team members and other support groups to resolve more complex issues Updated and improved existing support documentation Interacted with management team in supportive manner Supported colleagues with knowledge sharing and investigative discussion

• Implemented new concept of full service cosmetics department
• Hired, trained, supervised staff
• Managerial duties for store, including customer service and dispute resolution
• Disciplinary action of store employees, including terminations
• Human Resources functions

• Sales management Staff supervision and training Scheduling Promotional events Inventory maintenance Customer service Product knowledge Inventory displays Reporting