Susan Bash Email & Phone Number

• Managed consumer interactions professionally, efficiently utilizing good communications skills • Daily acknowledged, appropriately greeted and assisted 75+ consumer calls in a timely manner. Attended to consumer questions and concerns immediately facilitating satisfactory resolution• Adhered to published policies and procedures and ensured all consumer interactions were properly documented in SAP CRM• Leveraged superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls; making appointments and dispatching service calls if necessary• Increased departmental revenue goal achievement through sale of extended service agreements, replacement parts and accessories to consumers• Exceeded established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule and average handle times

Augusta, Georgia Area

• Managed consumer interactions professionally, efficiently utilizing good communications skills • Daily acknowledged, appropriately greeted and assisted 75+ consumer calls in a timely manner. Attended to consumer questions and concerns immediately facilitating satisfactory resolution• Adhered to published policies and procedures and ensured all consumer interactions were properly documented in SAP CRM• Leveraged superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls; making appointments and dispatching service calls if necessary• Increased departmental revenue goal achievement through sale of extended service agreements, replacement parts and accessories to consumers• Exceeded established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule and average handle times

Type, proof and edit job specifications to forward to Human Resources; create master file location list; purge and archive files Meet and greet clients; direct clients to appropriate destination within entity Manage incoming telephone calls & transfer to appropriate parties; take and relay detailed messagesMaintain appearance of reception area; reserve & manage meeting roomsSort incoming mail; arrange for packages to be picked up by messenger; sign for and distribute incoming deliveries of packages; update corresponding logs

Examination Manager and 8 Senior Examiners and/or AttorneysDetermined and reconciled the comprehensiveness of 800+ yearly New Membership Applications for all FINRA regions nationwide; analyzed, reviewed, and assigned New Membership Applications and processed 400+ yearly Continuing Membership Applications; researched, organized and compiled related documentation Collaborated with Associate Director during complex Continuing Membership Application and New Membership Application transitioning phases, resulting in a smooth and expedited processWeekly generation of Financial reports and bi-weekly creation of financial spreadsheets for distribution to staff and Exam Manager; daily input of pertinent application data into STAR databaseEntrusted with training 5 NYSE Administrative Assistants in the processing and procedures of Continuing Membership Applications resulting in the consistency and cohesiveness of the projectProvided both external and internal customer service; answered, responded and routed 30+ phone calls daily; screened calls using judgment to determine which calls were appropriate to put through; escalated issues when urgent; took detailed messages and relayed information as appropriateComposed and replied to 20+ external and internal e-mails daily from industry professionals, FINRA Regional Directors and colleagues Designated assignment of Routine Exams, Materiality Consultations and Membership Agreement updates as well as maintenance of related logs; maintained follow-up reminders related to action items, due dates and deadlinesImplemented the centralization of scanned Membership Agreements for the New York Region facilitating the process in locating agreements; reorganized, revamped and maintained the Membership Agreement library resulting in major aesthetic improvements

Scheduled Membership Interviews for the department as well as maintained and coordinated Associate Director and Examination Manager's calendar; synchronized travel arrangements - understanding needs, booking hotels, flights, cars, etc. Compiled information to include all pertinent details; reconciled and processed travel and expense reportsScanned and uploaded documents; opened, routed and distributed mail and maintained mail log; tracked and maintained department attendance ; ordered office supplies utilizing supply requisitions

Processed and forwarded Purchase Orders and Purchase Requisitions; created, processed and followed-up with vendor contracts and invoices; reconciled and processed staff expensesExtensive management and coordination of VP's calendarOrganized and compiled information for presentations and conferencesMaintained, organized and monitored reception area; booked and confirmed conference room reservationsAnswered, screened and delegated calls as appropriateCreated and maintained client database for special projects Composed, typed and proofread internal memos, e-mails and business correspondence

Composed and typed internal memorandums; organized and planned CFO's calendarMaintained CFO's files which included filing and archiving of documentsCreated spreadsheets for CFO, Controller and AVP, Finance; typed and distributed business correspondenceAssisted AVP, Finance with billing; distributed billing, maintained files, reconciled unpaid billingAssisted Junior Accountant with month-end Journal Entries utilizing TeraTermPrepared Travel & Expense reports for processing; organized and categorized checks for bank depositsOrdered and maintained supplies for two departments; opened, organized and distributed mail and faxesBi-monthly payroll distribution; forwarded payroll register and company head count information to Payroll Department

Education record

Majored in Liberal Arts

Liberal Arts And Sciences/Liberal Studies

completed 45 credits