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About Susan Ireland
Copyright 2000-08
Susan Ireland
(510) 524-5238

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DONNA B. GOODE
123 North Street, #123
San Francisco, CA 12345
123-555-1234
dbgoode@bamboo.com

OBJECTIVE
A position at VISA USA or VISA International, focusing on Customer Relations and Team Leadership

SUMMARY OF QUALIFICATIONS

- Three years of experience with the largest VISA credit card issuer in the world, with over four years providing a strong customer focus to diverse organizations.

- A dedicated and fair team leader, known for taking initiative to address issues and develop solutions that improve daily operational flow and team effectiveness.

- Skilled in building and maintaining excellent relationships with senior managers, team members and customers alike.

- A flexible professional who enjoys learning new skills and quickly adapts to organizational changes.

PROFESSIONAL EXPERIENCE

2003-pres., CREDIT PLUS, Miami, FL
Cardmember Services:
Team Manager, 2004-2007
Financial Advisor, 2003-2004

As member of the first team dedicated to servicing financial institutions and university accounts, worked with a portfolio of Affinity and Co-branded VISA and Mastercard accounts, including the recently added SmartVISA product. Managed a $2.1M budget.

Customer Relations

- Collaborated with management team to analyze customer satisfaction levels and institute a program to guide and motivate financial advisors to improve level of service. Increased customer satisfaction scores by 4% within two months of program implementation.

- Initiated a Cardmember Service Unit to streamline operations and improve customer service. Program was rolled out company-wide based on initial success at Miami site.

- Responded to over 150 telephone calls per day from customers with diverse needs and personalities, skillfully resolving complex issues with professionalism and diplomacy.

Team Leadership

- Delivered informative and highly participatory training on new products and system releases, quality, and superior customer service to 20-member Financial Advisor team, new hires, and additional teams throughout the organization.

- Lowered costs and increased team efficiency by 19% over two years through ongoing communication, training and staff development.

- As a certified PDI Behavioral Interviewer, screened, interviewed and hired optimal candidates for specific positions, resulting in a significant reduction in attrition rates.

- Received quarterly Service First award, 2007; nominated by four team members.

2002-2003, DATABASE EXPERTS, Miami, FL, Database Management Assistant

- Updated and maintained database of local commercial businesses for the Dade County Waste Management Recycling Division to ensure compliance with regulations.

2000-2002, HOTEL CALIFORNIA, Berkeley, CA, Guest Relations Supervisor

- Supervised up to 35 front office staff in the delivery of smooth operations and superior guest satisfaction at this 320-room hotel.

EDUCATION
B.A., Business Administration, University of Washington, Seattle, WA, 2000