Client Success Services

Susan A. Purcell

Brunswick, OH ***** *************@***.*** 615-***-****

• Articulate, confident Client Success professional with a history of achieving excellent results.

• Extensive knowledge of SaaS platforms and client services policies and procedures.

• Outstanding leadership skills specializing in creating collaborative work environments.

• Demonstrated record of success in staff development and motivation, and client satisfaction.

• Aggressive and confident in ability to capture new business and improve client relationships.

• Recognized for driving outstanding professional experiences for customers. Education

Bachelors of Science; Criminology and Criminal Justice University of Missouri - St. Louis - St. Louis, MO Work Experience

Implementation Specialist

Group Management Services - Richfield, OH. August 2024 to Present

• Act as single point of contact and lead implementation of new GMS clients.

• Review and analyze current payroll practices

• Transition each new client into GMS' internal payroll/tax system and integrate them into GMS' procedures.

• Complete all account set up details in Salesforce and oversee account transition to HR account manager and payroll managers.

• Provide weekly progress updates via video calls to clients and internal team members.

• Train clients remotely on GMS procedures and policies, GMS Web/app portal and payroll, and benefits.

Client Success Specialist

Crimcheck, a DISA Company - Brunswick, OH September 2021 to August 2024 o Vet new client companies to ensure legitimacy and adherence to FCRA requirements. o Set up new client accounts, users’ profile with administrative credentials, criminal background check and drug screening packages and services.

o Assist new clients with navigating online portal, order background reports, maintain records and process Adverse Actions.

o Conduct new client training, webinars, and one-on-one client meetings. o Investigate and assist with client questions and applicant questions regarding background checks and reports. Senior Account Fleet Coordinator

Enterprise Fleet Management - Strongsville, OH October 2016 to September 2021 o 2019 Account Fleet Coordinator of the Year o Direct contact for an assigned book of Fleet Management clients. o Manage administrative and sales support tasks for client base of 45 clients and 2150+ fleet vehicles. o Create, update and distribute client lease documents and field related questions o Initiate and input vehicle quotes and orders for clients o Source and purchase vehicles from dealerships nationwide o Collaborate with internal operational teams to determine options and solutions for clients o Assist the sales team by preparing documents, materials and reports for client meetings, attend as needed. o Participate in monthly development meetings and assist in achieving department goals Branch Service Coordinator

Protection 1 Security Solutions - North Royalton, OH November 2014 to October 2016 o Schedule appointments for repairs, system upgrades, new systems for sales personnel. o Communicate, coordinate and confirm within customer time constraints. o Support sales team by managing customer leads, prospects, and scheduling local key account visits. o Dispatch and route installers and service technicians for local and national account clients. o Coordinate sales agreement installations through MAS system application. o Schedule and coordinate service and installations for sub-contractors in New York and Pennsylvania. o Responsible for material and equipment through ordering, inventory and disbursement. Susan A. Purcell - 615-***-****

Communications Specialist

Town of Stonington CT - Police Department - Stonington, CT May 2014 to September 2014 o Receive and dispatch routine and emergency calls for service for police, EMS and fire department. o Communicate to police officers and first responders via radio transmission and cross agency dispatch transmission. o Routinely enter data into IMC CAD computer system and NCIC database. o Completed certifications include Emergency Medical Dispatch, Law Enforcement Dispatch, Telecommunications certifications, NCIC and COLLECT certified

Per Diem Dispatcher

Westerly Police Department - Westerly, RI January 2014 to May 2014 o Responsible for VIN checks through RILETS for citizens completing motor vehicle registrations. o Conducted criminal history background checks and fingerprinting for job candidates and firearm permits. o Performed routine clerical duties in maintaining fingerprint records, payments and criminal record filing. o Dispatched calls for police service. o Processed requests from on-duty police officers for traffic violation, warrant, vehicle registrations and driver's license checks.

Site Director

YMCA Middle TN - Fun Company - Hendersonville, TN July 2011 to August 2013 o Lead, engage, plan and implement all activities, execution of program operations and daily lesson plans for a Fun Company school site with enrollment of 100 children. o Supervise staff of 5 youth leaders and 1 senior site assistant, ensuring compliance to DHS standards. o Maintain all staff files and adherence to DHS requirement, process and maintain account receivables. Personal and professional references available upon request

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