Susannah Brewer Email & Phone Number

Manage a functional and technical help desk that supports three applications: one used by 43 government agencies, with approximately 40,000 users and an international customer base, and two private-sector applications with over 100,000 users.Constantly and carefully assess, adjust, and document the Customer Care ticket processes in order to provide improved customer service.Motivate my team of Customer Care Representatives to buy in to the new processes and goals and become a cohesive unit dedicated to delivering high-quality and enthusiastic customer service.Present the new customer service processes to Customer Care’s customers, both internal to the company and external, in order to demonstrate our aims of transparency and responsiveness.Train staff members, on a weekly basis, one-on-one, to help them gain a better understanding of our product so they can provide better customer support. Network with every level of the company, from first-year consultants to software developers to the CEO, to enlist the support necessary to make the Customer Care department successful.

Elicited requirements and wrote the requirements documents for an online metadata tool now used as a companion to the Department of Education’s No Child Left Behind data collection system and for an online customizable data viewer for the Department of Education’s Office of Civil Rights.Business Process Re-engineering - Revamped the supply chain process for the prime contractor on the EDUCATE project for the Department of Education. Provided the prime contractor with supporting process documentation. Gathered requirements and wrote the user and system requirements document for the online product-ordering system for the EDUCATE project.Organized and led testing effort for the online Consolidated State Performance Report (CSPR) for two cycles and for the online customizable data viewer for the Office of Civil Rights. Wrote test scripts, reviewed and tracked all defects found by the testing team, passed defects on to the development team for resolution, and retested to verify resolution, both during internal testing and user acceptance testing.

Supervised the daily activities of 16 air conditioning technicians. Managed their vacation time, payroll, and short and long term schedules.Managed 44 yearly service agreements for customers in DC and southern Maryland, providing regular preventive maintenance and emergency service.

Assistant to Vice President of Credentialing of a managed healthcare company. Handled daily and long-term schedule, correspondence, and projects. Tracked production metrics for all sections (6) within the Credentialing Department. Created spreadsheets for tracking metrics. Created six Microsoft Access databases for daily production tracking.Tested and edited online application in preparation for launch of new line of business. Wrote FAQ for online application.

Managed two divisions with a total of 34 people in different job specialties with responsibility for maintenance and repair of engineering, deck, aviation, and ballast equipment.Responsible for operation, repair, overhaul, and alteration of shipboard electrical and auxiliary equipment, including gyrocompasses, generators, lighting and ventilating equipment, motors, pumps and compressors, steering systems, and interior communications.Created an atmosphere conducive to education, advancement, and promotion. Led emergency response team in restoring emergency diesel power to the ship, ensuring a timely departure from port during an exercise in Alaska in February 2003. Found the cause, procured the necessary parts, and supervised the repairs in 14 hours. Awards and AchievementsAwarded the Navy Achievement Medal in October 2004 for developing and honing the procedures for providing tactical awareness to Commander, Sixth Fleet in a demanding multi-national environment and for utilizing my surface warfare expertise to ensure the navigational safety of the ship during several operations.Awarded the Navy Achievement Medal in June 2003 for leading sailors in the repair of diesel generators, small boat engines, refrigeration units, ventilation motors and other equipment, resulting in a successful inspection and survey by naval inspectors as well as a successful deployment.