Susan Nelson
Kuna
Summary
Experienced Captioning Assistant and Customer Service Representative equipped with vast knowledge and experience in creating and maintaining a positive customer relation, derived from over 8 years of experience in different areas of the field.
Overview
14
14
years of professional experience
Work History
Executive Account Manager
Paylocity
03.2022 - Current
- Achieved high client satisfaction by delivering exceptional account management services.
- Developed strong relationships with key clients, resulting in increased revenue and long-term loyalty.
- Collaborated effectively with cross-functional teams to address client needs and drive business growth.
- Implemented strategic plans for account retention, contributing significantly to company stability and growth.
- Resolved complex customer issues promptly, maintaining trust and fostering ongoing partnerships.
- Conducted regular account reviews, identifying areas for improvement and implementing necessary changes for optimal performance.
Captioning Agent
CaptionCall
12.2012 - Current
- Perform realtime captioning and communication while multitasking to ensure the information reaching the customer is true and correct
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Provided excellent customer service by maintaining the integrity, confidentiality, and accuracy of all conversations captioned
- Worked with extremely sensitive and proprietary information daily
Customer Service Supervisor
WDS Global
05.2010 - 05.2011
- Mentored team members to promote productivity, accuracy and commitment to friendly service
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
Education
Some College (No Degree) - Computerized Court Reporting
Cerritos College
Norwalk, CASkills
- Memorization and recall
- Closed captioning
- Editing and proofreading
- Continuous improvements
- Systems monitoring
- Issues resolution
- Data management
- Problem resolution
- Quality control
- Equipment operation
- Remote testing
- Attention to detail
Timeline
Executive Account Manager
Paylocity
03.2022 - Current
Captioning Agent
CaptionCall
12.2012 - Current
Customer Service Supervisor
WDS Global
05.2010 - 05.2011
Some College (No Degree) - Computerized Court Reporting
Cerritos College
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