Customer Service & Client Relations Leadership & Team Management C

SUSANNE KNOWLES

Rancho Cucamonga, CA

909-***-**** ***.*********@*****.***

Professional Summary

Results-Driven Operations & Team Leader with Cross-Industry Expertise. Dynamic and resourceful professional with 15+ years of experience leading customer service operations, administrative functions, and cross-functional teams in fast-paced environments. Proven ability to manage high-volume interactions, resolve complex issues, and drive process improvements. Recognized for strong communication, critical thinking, and leadership skills across sectors including logistics, legal, nonprofit, and ministry. Tech-savvy and solutions-oriented, with a track record of improving workflow efficiency and team performance through hands-on management and strategic support.

Core Competencies

• Customer Service & Client Relations

• Leadership & Team Management

• Conflict Resolution & Mediation

• Project & Event Coordination

• Administrative Support

• Legal Documentation & Filing

• Volunteer Recruitment & Training

• Curriculum Writing & Program Planning

• Security Monitoring & Incident Reporting

• Microsoft Office Suite (Word, Excel, Outlook,

PowerPoint)

• QuickBooks

• CRM Systems

• Email & Calendar Management

• Data Entry & Reporting

• Court Documentation Preparation & Filing

• Pick/Pack/Ship Process Oversight

• Dashboard Systems

• Effective Communication (Written & Verbal)

• Time Management & Prioritization

• Critical Thinking & Problem Solving

• Organizational Efficiency

• Creative Solutions Development

• Attention to Detail

• Account Receivables Management

• Confidentiality & Discretion

Professional Experience

Manager

EHUB Solutions – Corona, CA 2020–Present

• Managed complex customer issues, demonstrating a commitment to customer satisfaction.

• Educated customers on effective problem-solving techniques and platform resources.

• Facilitated prompt order placement, ensuring a seamless customer experience.

• Managed up to 150 customer interactions weekly, showcasing leadership in fast-paced situations.

• Provided timely and practical solutions, utilizing advanced critical thinking skills.

• Supervised pick/pack/ship orders, demonstrating organizational and managerial prowess.

• Proficient in QuickBooks, Outlook, Microsoft Office, and Dashboard. Front Desk Manager

Corona/Norco Rescue Mission – Corona, CA 2018–2020

• Greeted and provided information to Village of Hope visitors, exemplifying strong interpersonal skills.

• Compiled reports and observations, showcasing attention to detail and organizational skills.

• Resolved conflicts among students, demonstrating conflict resolution and leadership capabilities.

• Monitored security cameras, reporting suspicious incidents to the case manager.

• Maintained control of keys and access badges, displaying responsibility and trustworthiness.

• Assisted with the screening process and maintained daily activity/incident logs, highlighting organizational skills.

Director of Children’s Ministry

Inland Hills Church – Chino, CA 2011–2014

• Recruited, trained, and scheduled volunteers, exemplifying leadership in team management.

• Staffed weekend services and events, showcasing commitment and responsibility.

• Led meetings, set team objectives, and assisted in implementation, demonstrating strategic leadership.

• Contributed to implementing the Special Needs Ministry, displaying adaptability and innovation.

• Wrote curriculum, planned events, and executed the vision from start to finish, showcasing project management skills.

Legal Secretary

Seastrom & Fisher + Minyard & Minyard – Orange, CA 1987–1996

• Set, maintained, and organized attorney schedules, demonstrating organizational and time-management skills.

• Managed heavy phone call volume, showcasing effective communication skills.

• Prepared and filed court documents, displaying attention to detail and legal administrative capabilities.

• Screened potential clients, provided customer care, and communicated with opposing attorneys, demonstrating interpersonal and negotiation skills.

• Schedule management.

• Client communication.

• Court documentation preparing/filing.

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