Susan J. R.

Susan J.R. has worked in the customer service field since 2002. Susan J. began their career at OneBeacon Insurance/AutoOne Insurance as a Call Center Manager, where they managed multiple teams in a high volume insurance inbound/outbound call center. In 2007, they moved to Bowe Bell + Howell as a Call Center Manager, where they earned the Service Excellence Achievement Award for being in the top 1% of performers in the company. Susan J. also rehabilitated the Call Center, improving service level from 30% to 86%, and reducing ABN from 35% to 1. In 2009, Susan moved to Akea as a Call Center Manager, where they set up and managed domestic call center operations for a whole food supplement start-up company. Finally, in 2012, they joined Touchstone as the Global Support Director, where they set up Omni-channel global contact center operations, managing staffing, billing, compensation, commissions, email, VoIP, and live chat contact operations.

Susan J. R. attended State University of New York Empire State College in 2005, studying Business Management.