I'm currently employed, but actively seeking an employment opportunity that is purpose driven and room for advancement.

1. SuSan HolliS
Bchiphone2013@gmail.com Cell 909-297-9010
Summary
 Dedicated award winning professional, with 10+ years of excellent customer service, and organizational skills.
 Real Estate Agent for home builders / buyers, as well as, communicating the different financial options for the
consumers’ specific budget.
 I offer the most professional, extensive strategic and tactical leadership in all aspects of Customer Service
functions. I consistently identify with the customers concerns and issues, with following the guidelines of the
company’s policies.
Experience
Liquidation Channel, Austin, TX 2011 – Present
Escalation Lead / Supervisor position first is to address issues customers may have that customer service agents
cannot handle at first level and customer request to speak to a Supervisor. I am responsible for handling inbound
calls from Liquidation Channels customers. The primary responsibility is to resolve customer issues efficiently and
effectively while ensuring the customer receives a world-class experience, while utilizing excellent decision-
making, judgment and communication skills, and of course, providing exceptional customer satisfaction.
 Provide exceptional service to customers in a professional manner.
 Follow policies and procedures to ensure consistent customer satisfaction.
 Strive to resolve customer queries with a one call resolution.
 Communicate daily with customers as required through inbound and outbound calls.
 Contribute to the completion of calls, callback requests and customer service emails.
 Achieve productivity targets as set forth by Customer Service Management.
 Perform other duties as assigned by customer service management in support of the company operation
 Excellent communications skills – via telephone, person to person, written and oral.
 Experience and attention to detail with data entry.
 Focus on exceptional customer service.
 Ability to make reasonable decisions with little direction and willingness to ask for help when needed.
 Ability to multi-task and adapt in a fast paced team environment.
 Professional appearance and demeanor.
 Supervise and train staff, on how to greet and handle clients, under all conditions.
 Manage a professional process for answering the high volume of calls that came through properly and
respectfully.
 Manage a process to accurately direct client calls to the proper department if necessary.
 Investigate lost or delayed orders through the USPS, DHL and UPS to locate the package for customer.
 Most important, the resolution to reship / refund LCs’ customers, assist agents with scenarios for customer
orders that require critical thinking skills
Cheng Realty & RealEstate.com, San Diego, CA 2006 - 2009
Real Estate Agent
 As a Real Estate Agent, I assisted on “high end” home builders / buyers, as well as, communicating the
different financial options for the consumers’ specific budget / needs.
 Explored the type of house / land the client wanted, the price, as well as the location in which would be
acceptable.
 Used a networking system for the home / property sales that identified the client’s necessary criteria.
 Personally took clients to view the desired house / land while explaining the positive and negative features for
each.

2.  Gave estimates and fair value for the properties.
 Bargained for a reasonable offer price and continued with that offer price to the selling agent.
 Prepared, “particular”, clients with property sales and development agreements according to the state buy-laws.
 Prepared legal documentation on their behalf, which included: liaising with escrow companies of there choice,
while ensuring terms an conditions of agreements were matched and maintained,
 Scheduled property closings with the adjoining Lawyers, and continued to oversee the appropriate document
signing.
UPS Cartage aka Menlo Forwarding, Ontario , CA 1989 - 2006
Export and Domestic Airfreight Agent / Customer Support Representative
 Provided general information on passports, visas, health, currency, and things to consider in preparing for an
overseas trip, resources for travel and custom information, and other travel tidbits for U.S. citizens
planning to travel overseas.
 Worked in the specialization in handling, packing, and transporting works of art, and antiquities for museums,
galleries and dealers, corporate and private collections.
 Dealt with customer clearance, temporary country admission, secure storage, and re-exportation of fine arts.
 Sound knowledge of state, federal and international application laws and regulations as related to
International Air Freight shipments.
 Knowledge and experience in PC and Mainframe, spreadsheets and database applications.
 Extensive knowledge local, state and federal requirements, regulations and applicable departmental and
organizational policies.
 Ability to effectively set-up and prepare various files and documents associated with air export transactions.
 Familiarity with air cargo handling impact of various commodity types (magnetic, perishable, over-size…etc)
 Proven track record in devising and driving successful purchasing strategies.
 Effective problem solving and quantitative analysis skills.
 Excellent verbal, written and interpersonal skills Excellent knowledge of complex procurement processes.
 Maintained confidentiality of Company’s sensitive and propriety information.
 Effective secretarial skills, including phone coverage, filing, activity scheduling and general office procedures.
 Handled sensitive documentation with a high degree of confidentiality.
 Created Excel databases for tracking, mailings, and various confirmations.
Education
Associates Degree in Paralegal Studies Los Angeles Community College
Paralegal Certificate Course California State University Dominguez Hills 2016-2017
Global Logistics Certificate Course California State University Dominguez Hills Spring 2017
Additional Skills / Organizations / Volunteer
 Ronald McDonald House, Austin Texas.
 Notary Public/Notary Signing Agent.
 Excel 2013 continuing education.
 Certified Tax Preparer.
 MLS and Winforms Experience
 Life Insurance Consultant