Susan Dalton Email & Phone Number

San Leandro, CA

Great new custom furniture company where I manage a team of Customer Service Representatives and train Jr. Designers for sales roles within the company. Act as a brand ambassador for Inside Weather by sharing our designs and customization enthusiasm to consumers and businesses looking to update their space with modern pieces to suit any environment.

Colorado Springs, Colorado Area

Purchased business from widow of previous owner after helping run it for a decade. Handled all aspects of the business including AP/AR membership billing, web site design and maintenance (including HTML thru trial and error), sales, customer service, vendor relations and member benefits enrollment. Created two complimentary sites to help develop and drive.

Colorado Springs, Colorado Area

Rolled out US operation and inaugural team for this outsourced technology support provider. Set the high standard that resulting in increased business and influenced organizational growth. Spearheaded process changes and standardization processes to ensure success. Created internal client network to help team with issues and escalations. Built relationship.

San Francisco Bay Area

• VC backed e-commerce start-up scaling quickly in the huge furniture market by mixing content and commerce. Exciting vision and energetic environment where I have helped company improve their service (proven thru a 40.
• Initiated and implemented strategies to improve the customer experience and increase retention
• Created a multimedia-training program including videos, audio training, workflow diagrams and training manuals
• Managed in house team of 13 and 14 work from home freelancers including budget, reporting, scheduling, motivating, reviewing from onboarding to promotions to dismissing
• Advocated and made changes to core business model to be customer friendly
• Created and continually modified workflows for optimum performance

San Francisco Bay Area

• Company operates an international e-commerce site, wire center, call center as part of services to their floral business members who are competitively screened as leaders in distinct geographic markets.OPERATIONS.
• Customer Service: o Manage/mentor CSR Manager increasing abilities, confidence and performance. Respond to all escalated service calls from members and their clientso Developed new processes and reporting tools to.
• Sales:o Company realized 38% increase in membership sales following reallocation and re-training of a previously underutilized employee resource. Remotely manage and motivate her following her geographic relocationo.
• Operations: o Audit bills, payroll and commission programs. Responsible for budgeting and cost controlso Manage all vendor relationships. Identify and evaluate affiliate and partnership offerings including three new.

Las Vegas, Nevada

• Created 12-employee CSR call center in San Diego. Moved business to Las Vegas in 2004, operating in leased space before converting to home-based business with remote service reps in 2006. Closed call-center in 2012 in.
• Created business plan, obtained lending, negotiated lease, planned space, purchased technology and furnishings
• Transitioned telephony technology from call-center to remote-off-site business model
• Hired, trained and managed staff; adjusted staffing patterns to ensure client coverageCLIENTS’ BUSINESS MANAGER 2005-2012Assumed executive/operational responsibility for largest client in 2005. Hired to handle.

• Chief Operations Officer: Administration, accounting, billing, planning, forecasting, cash management, budget and vendor management; materials fulfillment o Secured and broadcast 3rd party discounted service offerings.

• Database Administrator/Trainer. Continued conversion, developed process, trained staff. Updated procedures manual

• Recruited/relocated for call center and IT conversion projects. Concurrently handled administration for new IT division, training as Tech Recruiter. Worked part-time/remotely following move to Colorado in 2000. SAN.
• IT Administration and Project Manager o Transitioned company from Macintosh (15) to PC computers (25); managed hardware and software conversion projecto Researched, selected and implemented CRM/database product still.
• Tech Recruitero Recruited and placed contract employees and direct-hire candidates. Handled Tech Division administration

*Company was acquired by Comcast. Customer Service, Service Metrics and Control (Colorado)/Office Management (New Mexico)Hired after temporary employment in the role of Customer Service Representative: responding to orders, billing and technical questions. Promoted to Dispatch, scheduling work orders for installer and technician; scheduled and coordinated.