Susan Bailey

Experience

• 

  Hickman Motors

  Apr 2001 - Feb 2003

  Lot Supervisor, Receptionist

  Supervise 8 lot attendantsEnsure vehicles for service are ticketed properlyEnsure cleanliness of lotFilingReception relief

• 

  Shear Magic Hair Design

  Apr 2005 - May 2013

  Stylist
• 

  Envious Edge Nail Design

  Feb 2011 - Aug 2016

  Owner
• 

  Telelink

  May 2013 - Jan 2017

  • 75% of your time will be spent on the phone supporting customers. • Handling customer requests and reports and supporting other agents in handling calls as required • Utilize appropriate computer applications and systems to maintain client information and deliver appropriate services• Provide instruction and support to co-workers and new employees in handling customer communication and using IT systems • Support performance activities such as reviewing and inputting into scheduling, auditing files and reports, inputting into policy and procedure development.• May deputize for the supervisor at times for example providing on site support out of hours, supporting training delivery, agent recruitment etc. Show less • Guide and establish a strong working relationship with client stakeholders.• Utilize appropriate computer applications and systems to maintain client information and deliver appropriate services.• Assist the Operations team with the integration of new accounts. • Follow the billing process to ensure accuracy, monitor usage during incubation period, provide feedback to customer based on expected traffic vs. actual, and suggest adjustments as needed.• Proactively identify programming, training and scripting issues.• During launch, work with customers to determine anticipated call volume and traffic patterns and communicate/work with Operations to ensure that appropriate staffing considerations are implemented where applicable.• After launch, advise Operations of scheduling and/ or training requirements based on actual traffic as long as acct is in incubation.• Ensure the customers are on the correct usage package for their needs.• Sending NPS at launch and sending NPS at 30, 60 and 90 days (as long as acct is in incubation).• Provide open communication/content to clients (billing cheat sheet).• Research problems, perform testing, and document best practices. • Create flow chart of client stakeholders and store in Sales Force.• Drive clients with tools and training to be more self-managing, efficient and cost effective.• Work with Sales to help manage client expectations on service levels and monitor to ensure the service level is met. Show less

  • CSR

    May 2013 - Jan 2017

  • Client Service Expert

    May 2013 - Jan 2017

  • Project Manager

    May 2013 - Jan 2017
• 

  Bonaventure Retirement Home

  Feb 2017 - now

  Manager