Susan Yesenksy has over 10 years of experience in customer service roles, including as a senior customer service representative and client relations specialist. She has a proven track record of exceeding goals while adhering to procedures and guidelines. Susan is skilled in assessing client needs sensitively and resolving issues professionally. She has experience in roles involving processing documents, applications, and transactions accurately while maintaining confidentiality. Susan holds an Associate Degree in Paralegal Studies from Community College of Allegheny County.

1. SUSANL.YESENSKY 312 North Monongahela Ave., Glassport, PA 15045
Cell: (412) 225-7874 • yesitssusie@comcast.net
Senior Customer Service Representative / Client Relations Specialist / Customer Care Agent
An organized, detail-oriented team player with exceptional verbal and written communication and customer service
skills. Has the keen ability to assess clients and their needs with sensitivity in a professional manner. Ability to work
well under pressure in diverse conditions. Call center experience. Adept at quickly mastering new roles and
responsibilities. Strong reputation for integrity, perseverance, and a solid work ethic.
ACHIEVEMENT HIGHLIGHTS
 Met and exceeded company goals while
adhering to established procedures and PUC
guidelines as well as banking procedures.
 Trainednew hires and temporary employees in real
estate document recordingprocedures.
 Selected for promotion just prior to
reorganization of FinancialDimensions Inc.
 Consistently excelled and promoted quickly.
RELEVANT PROFESSIONAL EXPERIENCE
Financial DimensionsInc.- Document Specialist (December 2012-May 2014)
Drafted real estate documents in compliance with internal standards and county recording requirements. Processed,
calculated and issued checks for recording fees and taxes. Completed additional forms as needed for recording
requirements. Shipped documents to appropriate counties for recording. Ensured proper departmental procedures were
followed. Completed projects outside dailyresponsibilities. Completed related job duties as needed.
Advantage Credit Counseling Services - Contractor for People’s Natural Gas Company and Customer
Assistance Program Administrator (May 2009- June 2011)
Assisted customers and administered a Universal Services Program “CAP” within the gas company. Conducted phone
interviews to assess needsand refer incomeeligible clients to available resources such as LIHEAP, CRISIS, Dollar Energy
Fund and CARES. Satisfied the needs of customers by resolving issues with sensitivity and providing assistance to a
diverse populationina friendlymanner.Maintaineddiscretion,confidentialityanda professionaldemeanorwhileadheringto
establishedpolicyandPUCguidelines.Processed applications, performed administrative and clerical duties as needed or
assigned.
Huntington National Bank - Senior Customer Service Representative (June 2006-November 2008)
Consistently maintained excellent customer service during conversion of Sky Financial with Huntington Bank. Retained
existing clients along with attaining new business byreferring qualityproducts and services. Met and exceeded company
sales goals. Personalized each client interaction by understanding financial needs while accuratelyprocessing banking
transactions. Followed established policyand procedure while maintaining confidentialityat all times.
CitizensFinancial Group-Salesand ServiceRepresentative (September2005 –June2006)
Provided outstandingclientservice. Performeda variety of dutiesto assist customersonthebankingfloor. Proactivelysold
andcross-soldproductstonew andexistingcustomers.Openedandprocessednewaccountsaswellas loanapplications.
EDUCATION
Community College of Allegheny County - Associate Degree in Paralegal - Attained Deans List
REFERENCES - Kelly Moore,FormerManager,FinancialDimensionsInc.(412-992-1052)KMoore@FDI.com
DeniseGalloni,FormerSupervisor,Advantage Credit CounselingServices (412-715-3050)
MeenaMuthaswamy,FormerTeamLeader,HuntingtonNationalBank (412-979-5482
Loretta Antimary, FormerSupervisor,First CommonwealthBank (412-673-7400)
SKILLS - MicrosoftOffice –Word, Excel; MicrosoftOutlook