SUSAN SIMPSON
Lexington
Summary
Highly motivated and results-driven individual with a successful track record in customer service. Demonstrates excellence in achieving high levels of customer satisfaction and retention, both in pre and post-sales support. Skilled communicator with over 35 years of experience in cultivating long-term relationships with customers by consistently delivering positive experiences through exceptional service. Motivated professional adept at building productive relationships, resolving complex issues, and fostering customer loyalty.
Overview
37
37
years of professional experience
Work History
Customer Service Manager
GorillaShine Detailing Co.
07.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Tour Guide Team Lead
Lexington Brewing & Distilling
06.2017 - 04.2020
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Built personal relationships with guests to promote positive experiences.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
Customer Service/Sales
Snapflo, Inc
03.1990 - 02.2017
- Responsible for all Customer Service Correspondence
- Investigate and resolve customer inquiries and complaints in an empathetic manner
- Maintain confidentiality at all times
- Strong leader of customer support staff
- Enhanced customer experience through introducing additional related company services to further develop business
- Handled daily flow of paperwork and cooperated with the accounting department on invoicing/billing, and shipping
Assistant Manager
Applebee’s
06.1988 - 01.1990
- Managed staff in providing a happy dining experience for guest
Certified Trainer / Server
Applebee’s
08.1987 - 06.1988
Education
General Studies
University of Kentucky
Lexington, KY01.1984
Skills
- Problem Solving/Conflict Resolution
- Excellent time management skills
- Superior customer service standards
- Customer-focused
- Exceptional telephone etiquette
- Microsoft Outlook, Word, Excel & QuickBooks Pro
- Detail Oriented
- Effective Listener
- Excellent work ethic
- Solid professional communication skills
Timeline
Customer Service Manager
GorillaShine Detailing Co.
07.2020 - Current
Tour Guide Team Lead
Lexington Brewing & Distilling
06.2017 - 04.2020
Customer Service/Sales
Snapflo, Inc
03.1990 - 02.2017
Assistant Manager
Applebee’s
06.1988 - 01.1990
Certified Trainer / Server
Applebee’s
08.1987 - 06.1988
General Studies
University of Kentucky
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