Susan Kirby Corder

Experience

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  Verizon Wireless

  Jan 1992 - Jan 2000

  • Streamlined complex, expensive processes and business transactions resulting in shorter calls, and $1M+ net gain from a single project• Developed program to improve culture of service quality through peer monitoring and feedback. This resulted in 10% call quality improvement• Managed implementation of revenue producing products, pricing, services and offers into the Customer Service department• Oversaw product visioning and development process for a cutting-edge technology-based work and incoming call delivery system Show less • Ensured internal system and vendor readiness for peak holiday transactions. Resolved a major system-wide failure, stopping the loss of 40,000 new customers valued at $20M annual revenue• Managed cross-functional teams for varied enterprise billing system projects and product enhancements (mergers/customer acquisitions, system conversion planning, number portability, billing formats, Y2K, product implementation and billing overhaul)• Responsible for communicating project status, roadblocks and resource requests to project team and senior level management Show less

  • Quality & Process Improvement Customer Care Manager

    Jan 1996 - Jan 2000

  • Senior Technical IT Project Manager

    Jan 1994 - Jan 1996

  • Application Administration Specialist

    Jan 1992 - Jan 1994
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  Snoqualmie Valley School District

  Jan 2013 - Jan 2017

  Business Data Analyst

  • Owned application support and program management of multiple SaaS assessment platforms and public-sector ERP and CRM systems• Partnered with key vendor to steer and redesign feature deliverables for new academic assessment products• Built data analysis models that identified 150+ elementary students at risk for high school graduation, resulting in interventions for all students• Continuously improved student assessment and placement processes across multiple organizations. Reduced assessment times by 75% in reading and math, returning $50K to the district’s budget• Managed identification, evaluation and presentation of key performance indicators for district academic priorities Show less

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  Expedia Group

  Mar 2018 - now

  Sr. Program Manager