SUSAN LUELF

LEAWOOD, KS

C: 913-***-**** adbvhq@r.postjobfree.com

PROFESSIONAL SUMMARY

WORK HISTORY

BLACK KNIGHT MLS SOLUTIONS

Data Analyst and Acquisition Specialist Overland Park, KS March 2005 - Current

Provided quality assurance on data updates prior to production release.

Moved database updates from the test server to the live production server using defined procedures.

Set up and maintained the work calendar for the department that defined when update processes were to be completed.

Opened work order notifications for the department which assigned work pending in the department for a

specific update or work that needed to be completed.

Data acquisition contacted and followed-up with Public entities.

Data analysis on new and recurring files.

Execution of defined update processes.

Documentation of update schedules and processes.

Prepared and tracked payment request for public records information.

Set up of new accounts on the MLS System for customized search fields.

Performed special projects as requested.

PRINCIPAL RESIDENTIAL MORTGAGE, INC.

Quality Specialist Overland Park, KS September 2003 - October 2004

Performed weekly reviews of call recordings for phone representatives and analyzed various components

of the call to ensure required service levels were met. Monitored between 25-30 representatives weekly.

Communicated results of call analysis to team members and management staff.

Identified and reported performance issues to the management team.

Identified and communicated training issues.

Managed and maintained the PTO (Personal Time Off) Calendar for the Call Center.

Performed special projects as requested.

PRINCIPAL RESIDENTIAL MORTGAGE, INC.

Senior Mortgage Service Specialist Overland Park, KS April 2002 - September 2003

Managed the Help Desk on a rotation basis. Resolved escalated issues referred by service associates,

Assistant Manager(s), Manager and internal departments.

Achieved core requirements of three different representative levels for ACD Time, Quality and Enhanced

Servicing.

Provided customer assistance and resolved issues in a residential mortgage call center environment.

Assisted with telephone training for new associates.

Performed special projects as requested.

ANDREWS MCMEEL PUBLISHING

Key Account Representative Lenexa, KS June 2000 - January 2002

Provided customer care for Canadian Key Account customers, approximately 690 accounts.

Resolved disputes for Canadian account customers.

Processed and monitored orders received, electronic orders (EDI) and hard copy.

ANDREWS MCMEEL PUBLISHING

Distribution Services Coordinator Lenexa, KS

Primary contact for the clients for the Distribution Center. Responsible for all client inventory and

purchase orders.

Maintained production schedules for Client Publishers. Recommended inventory needs for clients.

Recommended and researched additional billing on fulfillment services, generating additional revenue.

Maintained inventory records, levels, pricing and receipts for approximately 3,000 SKU's.

TRANSAMERICA DISTRIBUTION FINANCE CORPORATION

Correspondence Representative Lenexa, KS June 1998 - June 2000

Performed problem resolution on customer revolving credit accounts.

Reconciled disputes on customer accounts assuring customer's billing rights were preserved.

Resolved inquiries/disputes from attorneys, Attorney Generals, Better Business Bureau and other

government and regulatory agencies.

Adhered to all company procedures and handled disputes in accordance with bank compliance guidelines.

Provided back-up to the customer service department assisted in overflow customer calls on revolving and

installment loans.

THE KANSAS CITY STAR

District Representative Overland Park, KS January 1995 - June 1998

Managed and maintained the sales, service and collection of newspapers for 9400 daily/11,000

weekend subscribers with ten independent agents.

Served as liaison/mediator between the company, subscribers and independent agents.

Selected new agents for open routes, and prepared yearly contracts for agents.

Supervised the operation of the zone office in the absence of the zone manager.

Trained new district representatives in the zone.

THE JONES STORE COMPANY

Department Manager Overland Park, KS June 1991 - January 1995

Managed the Expressions Plus/Ladies Coats Department with a sales volume of over $3,700,000 yearly.

Prepared merchandise planning goals which consisted of forecasting sales, markdowns and inventory

levels.

Trained, scheduled, supervised, motivated and evaluated employees within the department.

Trained Assistant Department Manager.

Managed the Junior Sportswear Department with a sales volume over $2,500,000 yearly.

Managed the Fashion Value Sportswear Department with a sales volume $1,800,000 yearly.

THE JONES STORE COMPANY

Assistant to the Buyer/Assistant Department Manager Kansas City, MO March 1990 - June 1991

Contacted vendors in inquiry of order details and merchandise shipping dates.

Monitored merchandise status and input orders on computer.

Assisted department manager with total operations of department.

EDUCATION

BACHELOR OF SCIENCE Hotel and Restaurant Management

Central Missouri State University

Warrensburg, MO 1989

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