1. Sue A. Flanagan
287 Somerset Road
Deptford, NJ 08096
856-430-9696
Email address:sueflanagan@comcast.net
SUMMARYOF QUALIFICATIONS:
10 Years of Leadership/Supervisoryexperience
15-20 yearsCustomerService Experience
Strongcustomerservice background
Detailed-oriented,AbilitytoOrganize,direct,coachanddevelop
OutstandingPeople Skills,energetic,dependable
People Net,Apian,LotusNotes,MicrosoftOffice,Word,Excel,Access,PowerPoint,OutlookExpress,
AS400, S2K
Intranet/Internet-knowledge of LAN operations/desktopsupport,settingupe-mail,printersetc.
StrongAdministrative/TeamBuildingSkills
10,000-12,000 Data Entry Keystrokes
80 w.p.m.typing
Awards:
Employee ofthe month
Perfectattendance award
Education:
1. Skill PathSeminars(State of New Jersey)
Coachingand TeambuildingSillsforManagersandSupervisors
2. DealingEffectivelywithUnacceptable Employee Behavior(State of New Jersey)
Document,Document,Document
SupervisorySkills,Enrichment
IntroductiontoTeamBuilding
Maple ValleyCommunityHighSchool,Mapleton,IowaGraduatedMay1979
PatriciaStevensSecretarialCollege,Omaha,NE,GraduatedMay 1981
2. EMPLOYMENT:
SC FOSTER: DUPONT(Contractor)
January 5, 2015 - Present
Qualifications:
Responds to customer issues that require product knowledge, interpret questions/requests
and ensures proper resolution in a prompt and courteous manner.
Initiates customer contact to proactively identify and address customer needs.
Monitors the resolution process to ensure other departments follow through on requests.
Responsibilities:
Handles order fulfillment from inquiry/order through receipt of payment to company;
demonstrates proficiency and is the point person for anything order related.
• Able to adjust with ease to new conditions and personnel.
• Exhibits the competence and maturity to encourage confidence from Customers,
Businesses, Distributors and Subsidiaries.
• Ability to identify areas for improvement, implement change, multi-task. Excellent
telephone and interpersonal skills to communicate with other CSRs, Manufacturing, Supply
Chain, Product Management, Sales & Marketing, Finance, Warehouse and Transportation
and external customers.
• Possesses strong computer skills, flexibility, works well independently as well as a strong
team player, quick learner.
• Has working knowledge of SAP-R3.
• Excellent organizational skills and provides accurate follow-up, understands inventory
management, understands and promotes the strategic business direction to assigned
customers.
• Proficient in use of Microsoft Excel®/PowerPoint®/Word®.
January2007 - Present
NADCP(NATIONALDISTRIBUTION CENTER,DUNKIN DONUTS)
Call CenterTeam Lead/Supervisor
AssistedVPOwith all aspects of the day to day operation.
Providingexceptional customerservicetoourFranchiseesandmembers,Including
Inboundandoutboundcalling.Bringhighenergyto20-30 customerservice
Representatives.Abilitytoworkina fast pacedinbound/outboundcallingenvironment.
Acts as liaisonbetweencustomersandpurchasing,equipment,logistics,orderprocessing,
Andaccountingto resolve status,production,deliveryandbillinginquiries.Responsibletotrack and
monitorthe A.S.A.andalsothe callsin queue.Responsibleforall aspectsof customerfile maintenance
Settingupnewstores.Serve asescalationpointforall repsdealingwithissuesandcomplaints.Serveas
escalationpointforall creditissues.Personallyassistall franchiseesinopeningstores,insuringprompt
deliveryof all productsandequipment.
Logistics Coordinator:
Ensuredthat our Franchiseesare updatedonatimelybasisasto the statusof theirdeliveries
throughoutthe entire transportationcycle.Otherresponsibilitiesincludedinteracting withthe logistics
teamto identifyandresolveanyissuesthatwouldimpactthe timelydeliveryandorpickup of our
Franchisee’sproduct.Consistentlypresentingthe Franchisee’swithtimelysolutionsthatmeettheir
pickupanddeliveryrequirements.
Providedourclientswiththe highestlevel of customerservice,maintainconstantclientanddriver
3. Communication,solutionsbasedon“cando” attitudesandconsummate professionalismthroughout
the transportationcycle.
Identifyandprioritize Franchisee logisticsneeds,partnerwiththe warehouse operationsandlogistics
teamto communicate recommendationstomanagementinordertoachieve anefficientandeffective
endto endproductdistributionmodel.
Drive forPositive results,ExceptionalCustomerService Skills,PrioritySetting,ConflictManagement,
Decisionmaking,Problemsolving
Knowledgeof dayto daydispatchoperations:S2K,AS400, PeopleNet: Electronic on-board recorder (EOBR),
onboard computing and mobile communications systems help truck fleetoperators save money, run safer, ..
Appian Logistics Service Provider: Shipmentplanning,inbound and outbound freight,designing a logistics network,
optimizing routes and schedules--logistics planning technologies offer value for a trucking company, distribution
operations.
Warehouse Clerk
On a dailybasis,responsibleforEquipmentschedule,warehouse employeeschedule,DailySummaryof
warehouse employee’swork,responsibleforall aspectsof Retalix,droppingroutesinatimelymanner
to insure thatthe product ispickedandloadedontrucks for prompton-time deliveries.
CALL CENTER TEAM LEAD
August2005-January 2007
Commerce/TDBankCall Center
Lead Teamof 16-20 Reps,Handledall aspectsof bankingandfinancial issuesregardingourbanking
customers,trainedandmentoredall repstoprovide excellentinternal/external customerservice
workingTeamLead,tookcustomercallswhenqueue wasfull.Monthlygoal setting,Weeklyand
Monthlyreportcards. Assistedinthe interviewprocessof ournew teammembers,Monitoredlive calls
Andrecordedcallson eachteammemberforcontinuedcoachingandtrainingtoprovide excellent
customerservice.Servedasescalationforall repsdealingwithissuesandcomplaints.Responsible for
teambuilding, coachingandmentoringanddevelopingaproductive team.
CALL CENTER TEAM LEAD:
September2004-August2005
CharlesJones,Tax SearchDivision
Tax SearchDivision,Supervisor/NightshiftTeamLead,DataEntry Specialist,Checkingoff Tax Searchers
DailyWork Logs,CCMUA, Basic knowledgeof proof reading,Leadthe eveningprocessingteamforthe
NJtax search division.Servedinanadministrative role,takingonissuesthatescalate beyondthe staff
level.Coordinatedandmonitoredthe workof the team, workedtoensure teamwork,efficiency,quality
and timelinessinprocessingtax searchesforclients.Servedasa pointof contact and escalationpoint
for troubleshootingandforhigherlevel staff andsystemrelatedconcerns.Responsible fortelephone
