Cultivated synergies across Business Units and established Customer Experience (CX) strategy, design standards, governance and measurements to drive CX roadmap implementation.• Drove loyalty improvements in Wireless, TV and Internet Business Units by analyzing and leveraging top drivers of retention, enjoyment, advocacy and loyalty. • As a Six Sigma Green Belt applied Lean methodologies to the consumer billing process, resulting in significant consumer billing improvements. • Repositioned AdHoc Survey offering as a strategic Voice of Customer (VOC) consulting solution and established service, engagement and operational improvements

Lead a call center of 75 employees who deliver excellent customer experiences. Our goal is to provide our customers with the right solution when they need us most and help them navigate today’s complex health care system with ease. In addition to managing the center, I am an operations lead for AmeriHealth’s transformation team. I participate on business teams to drive process improvement, new system platform implementation project, and talent development.

Managed Support Staff for Consumer Financial Services Credit Verification, Special Billing Project, and the Business Market credit and collections operations – 150+ customer facing employees. Managed Credit Verification Center operations and offline support centers- 100+ customer facing employees. 1 Recommendation from Scott Novak: Director- Center of Excellence PMO Leader at Verizon. "Suzanne has worked for me managing various financial projects and initiatives with a scope of hundreds of millions of dollars. She has the ability to lead teams of people and get them to understand the actions needed but also translate those actions into the broader vision so people understand the "why behind the what". She effectively manages up as well as across her team and external partners. I would classify her as an "accountability expert" known for delivering results. Her willingness to be flexible and do anything to ensure the overall team's successful has proven her to be invaluable to me throughout my career. She would be an asset to any team."

Managed key staff functions to support Credit Verification Centers and Special Projects Billing teams to drive cost saving synergies across all of the Wireline organization.

Resourceful and energetic sales supervisor who led 15-25 residential sales consultants in excellent customer service and a proven track record for exceeding monthly sales objectives. Recognized as a self-motivated leader with the ability to teach and train others to identify, analyze and solve telecommunication and finance problems quickly and efficiently.