Susan Balch Email & Phone Number

Leesburg, VA, US

Worldwide

Author/ Illustrator of The Adventures of Bo Bo book series.Beautifully illustrated, heartfelt children's stories that gently reinforce Social Emotional Learning Competencies. Conduct author readings at schools and events.Available on Amazon

Business and practice expansion and development. Assisted a local dermatology business with two-location Practice expansion. Interviewed and hired employees. Developed office policies and procedures, including attendance, work performance standards, safety responsibilities and employee code of conduct. Also developed the practice Employee Development.

Responsible for station operations of over 28 daily flights and employee performance of over 100 management, union and vendor employees. Conducted root cause analysis and implemented strategies which improved customer satisfaction ratings. Managed formal and informal complaints and investigations as well as traditional and alternate resolutions. Trained.

Directed and developed Las Vegas customer service team. Handled all employee relations matters including development and performance counseling. Established counter controller position to supervise all aspects of counter operation. Resulted in a 90% reduction of passenger complaints regarding cut off times as well as reduced passenger wait times.Conducted.

Responsible for all aspects of Las Vegas facility including staff training and development, client satisfaction and retention, and facility operations. Developed succession planning process for Assistant GM. Led team to achieve highest dollars per client ratio of all three facilities within four months of opening.

Directed all facets of Memphis Inflight Base Hub Operations including labor relations, personnel, and achievement of performance goals. Had decision-making responsibility for all management and non-management employee relations issues. Conducted 30/60/90 day needs assessment/root cause analysis. Identified underperforming areas. Developed and implemented.

Developed and directed team of eight managers responsible for accounting for the performance of 2,000 customer service team members. Management team consistently ranked # 1 in performance measurements.

Managed Annual Recurrent Training program for 4,000 Flight Attendants including the hiring, training and evaluation of facilitators. Researched, resolved and reported findings from FAA violations. Conducted emergency incident debriefings. Developed and facilitated management/non management training programs