Susan Nelson

Experience

• 

  Indiana Sugars, Inc.

  Sept 2002 - Jan 2012

  Assistant to the President

  Provide executive level support to the. Perform all executive assistance functions, in addition to special projects and interdepartmental support initiatives as directed. Conceptualized and implemented a bevy of corporate documentation, Board policies, Standard Operating Procedures (SOPs), committee resources and central office procedural manuals into operations. Planned and coordinated internal and external meetings/conferences/client presentations; recorded minutes during regular team meetings. Managed the complex travel arrangements of multiple senior managers simultaneously. Established and maintained effective, ongoing relationships with outside vendors and stakeholders. Show less

• 

  Indiana Sugars, Inc.

  Mar 2012 - now

  Direct responsibility for the day to day management of customer service operations, including supervising a cross-functional team of Customer Service Representatives (CSRs) charged with facilitating the timely reconcilement of customer issues. Coordinate and manage department administration, including all areas of reporting and forecasting. Train, mentor, motivate and monitor staff performance. Maintain a constant focus on identifying and implementing new procedures to increase service efficiency, while ensuring the achievement of departmental objectives. Provide exceptional support to a diverse internal/external commercial client base, ensuring the prompt addressing of issues and ensuring retention. Interface frequently with customers to gather information regarding issues, identify discrepancies and work closely with interdepartmental personnel to rapidly define and resolve issues to maintain customer satisfaction. Provide customers with price quotes, adjustment, balance data as well as other information.Partner with staff throughout various business units to troubleshoot account problems; quickly develop and implement strategic action plans to facilitate resolution. Compose and actively maintain a comprehensive databsase encompassing all customer account information; routinely modify account listings in line with customer requirements; ensure accurate completion prior to deadline.Keep track of all contractual agreements to verify proper billing and applicable price points.Facilitate ongoing mentorship and support to new and existing staff members; identify areas in need of improvement and provide strategic recommendations regarding performance enhancements. Consistently meet/achieve organizational objectives pertaining to accuracy/productivity. Show less

  • Sr. Exec Asst/Customer Service

    Jan 2020 - now

  • Customer Service Manager

    Mar 2012 - now