Susan Moore Email & Phone Number

United States

• Spearheaded development and implementation of the Quality program for J.P. Morgan Chase Travel. Met and maintained set metrics within six months of launch of the framework. (90% Operational, 95% Critical processes)
• Oversaw the partner quality program across the entire network of 500+ employees. Researched and resolved complex customer support issues and system issues. This included asking discovery questions and research into.
• Oversaw global product development and partner relationships as the business grew to 7 on and offshore call centers
• Recognized training areas where improvement was needed and implemented a quality course, enhancing productivity by 20% and allowing for metrics to be met

Parkersburg, West Virginia Area

• Maintained 100% error satisfaction rating with customers by providing exceptional service and support
• Sustained a high-volume workload within fast-paced environment by assisting 50-60 clients per day and consistently meeting performance benchmarks
• Assisted new employees with claims and benefits processes to promote efficiency and productivity team-wide

• Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members
• Organized material, determined area of emphasis, and wrote stories according to prescribed editorial style and format standards
• Performed research and checked all facts to maintain high standard of journalistic integrity
• Pursued and developed stories independently and for assignment, covering range of topics
• Utilized InDesign and Microsoft Word to produce professional pieces
• Proofread, edited, and evaluated final copy to verify content aligned with established guidelines

• Developed a means of measuring the effectiveness of training programs through testing, new-hire feedback and post-training evaluation (course and trainer)
• Assisted in the creation of new call quality standards and monitoring process which were adopted and used by our external partner including, streamlining the monitoring process to alleviate overdue compliance activities
• Supported and coached team leader teams in meeting and maintaining departmental incentive goals for quality: Quality Assurance -Corporate 90/Leisure 8, Call monitoring standards-90 and agent errors
• Responsible for keeping errors/payouts below monthly budge of $10,000
• Decreased monetary errors by 25% per year through efficient coordination of improved training courses for new hires and existing staff

Bachelor Of Arts (Ba), Journalism

Associate Of Arts (Aa), Journalism