Susan Elizabeth O’Brien10403 E. Capri AvenueMesa, Arizona 85208

Mobile: 602.432.2938 * Email: Nyraisd1011@yahoo.com

SUMMARYCustomer Support and Services Representative skilled in: quality assurance; time sensitive deadlines; work flow management; training; and business line retention. Main focuses and goals are to provide the assistance with internal departments and outside customers across various business lines. Demonstrates an ethical approach of support and service through written and oral communication, while maintaining customer and employer confidentiality.

Hard worker Microsoft Windows Flexible Prompt eGain 10 Problem Solver Auditor Operations Specialist Creative Strive for Zero Defects Customer Care Self sufficient Microsoft Word Self-Starter Team Leader Internet Explorer Organized Hands on

 PROFESSIONAL EXPERIENCE

Safeway –Albertsons Inc, Phoenix, AZ 2006-January 2016Customer Service Representative II * Responds to high volumes of customer and personnel emails each day* Receives in-bound phone calls to assist customers and in-store personnel needs* Assists peer review and coaching application* Delegates workflow and assists as a secondary workflow manager* Provides Quality Control to fellow agent emails prior to responding to customers

 Fusion Packet 8, Scottsdale, AZ 2005-2006Customer Service Representative* Processed customer payments and answered general customer inquiries * Secondary workflow manager* Troubleshooting over the phone to customers when needed * Provided assistance with training and coaching * Answered questions from fellow agents

EDUCATION/CERTIFICATION High School Diploma Valley Stream Central High School-Valley Stream, NY1998-2001 Avalon School of Cosmetology Phoenix, AZ 2010-2011 Certified licensed Esthetician