Susan Clark Email & Phone Number

King Of Prussia, Pa

Managed project implementations with an annual quota of 3.5 Million. Arrange and lead kickoff meetings to include completion of all project prerequisites and assignment of technical resource. Evaluate deliverables to assured correct client billing and avoid project slippage. Maintained company strategic data of client products required for mandated move to new user interface to maximize prompt completion of prerequisite requirements.Administrator of mobile application product; 3rd party management and responsible for client notifications and alerts.

King Of Prussia, Pa

Assigned high risk clients for improved relationship and retention. Relationship building and reduction of client reported defects.Manage and facilitate client software testing program.Supply high level executive reporting to include monthly executive overview of department metrics with long and short term views.

King Of Prussia, Pa

Oversaw technical support group providing client support 24/7. Conduct client meetings for conflict management and problem resolution. Developed strategy for sustaining client ticket reduction and improved client satisfaction. Successfully reduced total team tickets by 25% in the first 60 days. Manage training for team on problem identification and scope determinations through various tools to include trouble shooting techniques and competencies in debugging analysis.

King Of Prussia, Pa

Assisted with the creation and development of relationship manager position; primary focus to improve and retain key business relationships.  Assigned FISERV Credit Union Division's largest client (7 billion in assets) in an at risk status; to will recommend status and client renewal within one year. As a result of will recommend status, I secured $1 million dollar annual independent development contract with premier client. Overall 50% reduction of client support tickets within six months; improved relationships throughout multiple client tiers. Managed and leveraged software changes to the appropriate priority level within Fiserv for client satisfaction.Consult and advise client on enhancement specifications. Manage enhancement to implementation.Improved single company poorest client survey to favorable rating in one year. Enhanced Client Relationship role by creation of new program offerings to include specialized client training and increased timely communication. Directed process improvements both internal and external best practices for improved efficiencies and quality assurance.

Conducted over 30 strategic planning sessions to include in depth market analysis, member segmentation and the identification of ROI product/service offerings. Counseled credit unions in all aspects of financial management to include accounting irregularities, operational efficiency, product development, staff training, and personnel issues.Regularly spoke at monthly credit union state chapter meetings on timely topics such as new regulation, compliance issues, and market trends.; 6 week Branch Management CourseKey Achievement:Led and enhanced Branch Management curriculum using up to date references and industry statistics.

Responsible for all aspects of Account Management for large accounts in eastern Pennsylvania. Key Achievements:Consistently met and exceeded sales goals. Number one in sales four consecutive

Ba, Business

Master'S Degree, Non-Profit/Public/Organizational Management