1. Sue Hupp
Customer Service/Case Management/Security
Saint Petersburg, FL 33705
srhupp@gmail.com - 7275576978
**More than seven years successful experience in customer service and support with
recognized strengths in account maintenance, problem solving and trouble shooting
**Provide sales staff support and plan/implement proactive procedures and systems to
prevent efficiency challenges
**Possess solid computer skills including: Lotus 1-2-3, Microsoft Excel, WordPerfect,
Microsoft Word, AS400, Telexon, Tekelogic System and Gemini
**Ability to train, motivate and supervise customer service employees
**A team player acknowledged as "Total Quality Customer Service Professional"
** 2 years with quality control, and a great eye for detail
SYNOPSIS OF ACHIEVEMENTS
*Increased customer retention by 19% up to 91%
*Reactivated nine key accounts ($253K/year), utilizing persuasion and mediation skills
*Proactive planning led to notable increase in morale in all departments
*Created customer satisfaction survey, drastically reducing potential problems
Authorized to work in the US for any employer
WORK EXPERIENCE
Case Management
St. Vincent De Paul - Saint Petersburg, FL - July 2014 to April 2016
Responsibilities
Interviewing clients to obtain information about their social, emotional, and financial situation.
Managing case loads of a confidential and private nature.
Ensuring that all information on file is up to date and correct.
Maintaining case records.
Connecting Individualized to treatment programs.
Helping customers to develop their life skills.
Attending court as a professional witness.
Undertaking all administrative duties related to case-loads.
Monitoring progress toward a client’s overall rehabilitation goals.
Helping clients make informed decisions about medications.
Taking into account cultural and social issues when assessing a client.
Scheduling appointments for clients.
Monitoring individuals progress to assure permanent housing/placement.
Maintaining accurate and complete case notes and client records.
Microsoft Office, including Word, Excel, Outlook, with knowledge of PowerPoint
Supervising 30 volunteers
Creating shelter orders for multiple departments
Security Officer
Securitass - Tampa, FL - June 2013 to June 2014

2. Responsibilities
Observe for signs of crime or disorder and investigate disturbances
Act lawfully in direct defense of life or property
Apprehend criminals and evict violators
Take accurate notes of unusual occurrences
Report in detail any suspicious incidents
Patrol randomly or regularly building and perimeter
Monitor and control access at building entrances and vehicle gates
Watch alarm systems or video cameras and operate detecting/emergency equipment
Perform first aid or CPR
Cashier/Inventory Control Manager/Customer Service Manager
Walmart - Medina, OH - January 2000 to November 2010
Responsibilities
• Operates computerized cash register to conduct sales transactions; handles cash, and
makes change as required.
• Sells merchandise and/or rents equipment; advises customers on merchandise price,
features, and/or on fees and services.
• Assists individual and/or institutional customers in the ordering and, as appropriate,
delivery of merchandise.
• Prepares routine daily reports such as sales, accounts receivable/payable, orders, credit
card receipts, and/or bank deposits.
• Receives and displays merchandise and/or equipment in accordance with established
policies and procedures; ensures that stock levels and displays are in accordance with
established standards.
• Inspects equipment and facilities to ensure customer and employee safety.
• May create displays and assist in designing marketing campaigns.
• May train and supervise student and/or temporary employees in day-to-day customer
service activities.
• Performs miscellaneous job-related duties as assigned.
Supervising 8-30 employees
hiring process
Accomplishments
Worked my way up the ladder in less than 2 years. I have began as as Cashier, to Floor Associate, in a year I
have began as a trainee to become an Assistant Manager. 10 years with Wal-Mart...a great accomplishment
for me.
EDUCATION
Certificate in Microsoft Office
SPC (employer continuing education) - Saint Petersburg, FL
2016 to 2016
Diploma in Business Admin
ESI Career College - Lorain, OH
1993 to 1995

3. SKILLS
Expert in customer service, 10 key, Windows computer and mac computers, Professional communication
skills and writing skills, Microsoft applications (Office, Word, Excel, and knowledge of Peach tree and
Quickbooks), basic accounting skills, People skills, supervisory skills and training, Inventory Managment and
leadership skills.
CERTIFICATIONS
Certificate of Completion/Computerized Office
June 1993 to Present
Certificate completed at ESI Career College, Lorain Ohio for Computerized Office and Customer Service
Specialist.
CPR/First Aid
January 2016 to January 2016
American Heart, First aid/CPR adult/child
Case Managment II, Tbin Cerifitcation
Housing and Non Housing, TBIN ceritification for Case Management-Tampa Bay 211