Susan Odom Email & Phone Number

Jacksonville, Fl, Us

As the Manager of Communication and Development, I managed a team dedicated to process improvement, documentation, communication, and Quality Assurance within Customer Care. In the role, I:- Performs routine reviews of Customer Care resources and reference material, processes, policies, and procedures, to identify areas that need to be updated or modified.- Acts as liaison for Corporate Training Team to identify trends and pain points and execute solutions for new hire success- Provides strategic focus and designs project plans for the team in alignment with company goals and initiatives.- Oversee the Quality Assurance team to ensure assessment standards are modern and relevant to company policies

As the Business Improvement Lead, I managed a small team dedicated to process improvement, documentation, and communication within Customer Care. Additionally, I: - Collaborated with business partners to document and test new systems and initiatives before release to enhance end-user productivity and satisfaction related to resources and techniques.- Performed routine reviews of Customer Care resources and reference material as well as processes, policies, and procedures to identify areas that need to be updated or modified.- Conducted post-implementation review of new materials, processes, or procedures to ensure successful adoption- Led project to update internal knowledge base for implementation of new CIS and assisted in the development of training guides

As a Corporate Trainer at Gas South, I’ve tested my teaching and communication skills to accomplish the onboarding of multiple teams in the Customer Care department. Along with onboarding training, I also:- Maintain current training materials and develop improvements where needed- Designed and implemented new resources for trainee evaluation- Constructed new virtual workbooks to bring training tools to a modern platform- Collaborated with support teams to develop better communication paths for assistance and system requests

At Infinite Energy, I’ve put my writing and communication skills to the test to accomplish a wide variety of projects, including but not limited to:- Building an internal knowledge base of 100+ pages to document various policies and procedures within the company- Crafting resources to bridge the gap between initial employee training and ongoing process development- Creating training content integral for our implementation of Five9, Verint, and Dayforce systems- Working as a leader in the ongoing execution of our Learning Management system- Coordinating with different departments throughout the company to ensure adequate training resources are available and identifying areas that training could be improved- Managing multiple channels used to communicate system, process, and procedure changes to agents in real-time- Receiving an Employee Spotlight in May of 2018 for outstanding professionalism, communication, and approachability; I was deemed a "culture flower" by my peers.

I started at Infinite Energy through an entry-level residential sales position. In this role, I:- Handled an average of 50+ customer interactions per day, providing unparalleled service to ensure customer experience and retention- Sold additional beneficial services and products to customers while completing regular account functions- Collaborated regularly with a team to meet individual and group sales goals- Worked as an On the Job Trainer to assist in onboarding new agents

Gainesville, Florida, United States

While at Jason's Deli, I was responsible for managing all catering orders that came through the restaurant. My job responsibilities included:- Scheduling and managing a team of 4-6 delivery drivers- Overseeing the execution of the customer's order throughout all stages of development, from conception to delivery- Daily routing of delivery staff according to the number of drivers, delivery types, location, and order windows- Maintaining email and phone communication with customers to support recurring delivery orders- Notifying customers of any delays or updates to their order and resolving customer experience concerns as they arose

Bachelor'S Degree, Organizational Communication, General

Associate'S Degree

Baking And Pastry Arts/Baker/Pastry Chef

Activities and Societies: Student Alumni Association, Research Editor of Wildcat Magazine