Susan Crandall Email & Phone Number

Remote

Buffalo, New York, United States

 Utilized as a knowledgeable and respected resource, highly regarded and relied upon by all levels of management, peers, staff, vendors and clients, the “go-to” professional and subject matter expert, to provide sound judgment, well-informed decision-making, and solutions to complex operations, resource allocation, SOP development and enforcement, mixed union/non-union work environment challenges, compliance, as well as vendor and client relations issues, through the formulation and implementation of effective strategic planning, when others cannot.

Buffalo/Niagara, New York Area

Buffalo/Niagara, New York Area

Oversaw the corporate compliance program, functioning as an independent and objective body thatreviewed and evaluated compliance issues / concerns within the organization. Ensured thatmanagement and employees were in compliance with the rules and regulations of regulatoryagencies, that company policies and procedures were being followed, and that behavior in theorganization met the company's standard of conduct. Responded to, resloved and documented regulatory and customer complaints directly and through the BBB, AG's and the CFPB.Collaborated with multiple departments to develop and implement a Compliance Monitoring System and a Complaint Management Program.In addition , I processed and recorded lawsuit and Attorney demand letters and documents received from outside counsel.* Determined validity of suit by investigating compliance to laws and regulations using internal software as well as TLO* Reviewed audio transcripts and collection database notes to ensure compliance with laws and regulations * Coordinated with multiple departments in order to research and validate matters received* Organized and presented results of investigative research for internal and external council * Developed and maintained relationships with senior management and legal associates * Corresponded directly with attorneys and department managers to determine disciplinary actions needed for associates who are named in lawsuits* Identified, tracked, and reported trends and errors to upper management on recurring factors causing, complaints, lawsuits and attorney demand letters

Buffalo/Niagara, New York Area

Performed collection of commercial customer accounts, with monthly personal totals in excess of $100,000.

Buffalo/Niagara, New York Area

Helicopter Pilot / Flight Instructor. Maintained corporate and commercial flight accounts. Officemanagement to include payables and receivables; coordinated flight operations with maintenanceoperations.

Buffalo/Niagara, New York Area