Customer Service Project Management

Bachelor of Business Management

Almeda University

S K I L L S

S U M M A R Y

W O R K E X P E R I E N C E

E D U C A T I O N

SUSAN M. LUCAS

Highly motivated and accomplished professional with a proven track record in sales, training, customer service, logistics, and project management. Seeking a position that capitalizes on my diverse skill set and experiences to drive sales growth, deliver exceptional training programs, and provide outstanding customer service. 913-***-****

*************@*****.***

Managing Talent

Project Management

Business Acumen

Cross-selling & Upselling

Team Building

Leadership

Creative Thinking

Conflict Resolution

Oversaw the daily operations of school transportation, ensuring efficient and safe service. Managed all customer complaints and issues promptly, maintaining high customer satisfaction levels. Led and successfully executed various projects, meeting set goals and deadlines. Implemented safety measures, resulting in an increase in on-time arrivals to 89% and a 10% reduction in operational costs. Recruited and trained a dedicated team focused on delivering exceptional customer experiences. Introduced innovative strategies, such as color statement end caps and boutique areas, leading to increased sales. Traveled to various MO and KS stores as a trainer, maintaining consistent training standards across the organization. Spearheaded training initiatives for Bank of America, AT&T, and True Green, developing subject matter experts. Identified and resolved gaps in training to create comprehensive Standard Operating Procedures (SOPs). Achieved an impressive 95% student retention rate through engaging and effective training methods. Operations Manager - National Express/Durham School Services Store Manager - Goodwill Industries

Interim Training Manager - Convergys

Start-up for Business

Overland Park, KS 2018 - 2021

Lawrence, KS 2012 - 2018

Olathe, KS 2009 - 2012

Block Business School

of Entrepreneurship

Executive Manager - Target Corporation

Overland Park, KS 2004 - 2009

Managed a diverse team of 250 employees, providing training and mentorship to a group of 57 employees across two shifts. Successfully applied the SMART method to train and promote five high-performing employees. Demonstrated strong project management skills within the Planogram team, consistently achieving on-time sets and increased efficiency.

Worldwide Training Coordinator - John Deere Corporation Lenexa, KS 2001 - 2004

Developed and implemented national mobile training units for farms and dealerships, enhancing efficiency, product knowledge and customer service.

Represented the company at trade shows, showcasing the brand and establishing valuable connections. Shoe Buying Manager - Nordstrom

Overland Park, KS 1998 - 2001

Successfully launched the store location and consistently exceeded annual sales quotas. Demonstrated strong leadership and buying skills to curate a highly successful children's shoe department. Target Business School

Training TEAM Concept, Diversity

Training, Industrial Safety, Recruiting

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