Remote Live Chat Support & Operations Support

SUSAN CLIFTON Remote Operations Support Administrative Professional

Lone Oak, TX 214-***-**** **********@*****.*** LinkedIn PROFESSIONAL SUMMARY

Operations Coordination: Supported internal teams, stakeholders, and business operations by managing requests, tracking issues, documenting outcomes, and providing timely follow-up while meeting service-level expectations (SLAs). Remote Collaboration: Successfully supported distributed teams and stakeholders through Microsoft Teams, Slack, Zoom, email, and business workflow tools while maintaining accurate documentation, timely follow-up, and professional communication. CORE SKILLS

Remote Support • Request Management • Request & Inquiry Support • Ticket Review & Disposition • ServiceNow (SNOW) • SLA Management • Issue Tracking & Follow-Up • Documentation & Record Management • Data Accuracy & Reporting • Business Systems & Workflow Support • Process Documentation • Written Communication • Email Communication • Problem Solving • Multitasking & Prioritization • Operations Support • Cross-Functional Collaboration • Microsoft Teams • Slack • Zoom • Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) • SharePoint Document Management • Confidential Information Management RELEVANT REMOTE SUPPORT & OPERATIONS EXPERIENCE

• Managed requests and operational support activities for senior leaders, hiring managers, contractors, and cross-functional stakeholders, ensuring timely coordination, follow-through, and accurate documentation.

• Responded to requests through email, Microsoft Teams, Slack, and other communication channels, providing timely information, follow-up, and support while managing multiple priorities.

• Arranged executive and business travel logistics, including flights, lodging, itineraries, and scheduling details.

• Resolved scheduling conflicts, tracked follow-up items, and coordinated next steps to ensure business priorities remained on track.

• Prepared reports, maintained documentation, tracked requests and activities, and supported communications across multiple business functions with accuracy and attention to detail. PROFESSIONAL EXPERIENCE

Rocket Mortgage (formerly Mr. Cooper) (Remote/Hybrid), Irving, TX 2012 – July 2026 Senior IT Compliance Lead Business Operations Support

• Managed cross-functional priorities across business, audit, and technology teams, ensuring timely completion of deliverables, documentation, and executive-facing requests in a fast-paced environment.

• Prepared executive-ready reports, status updates, and supporting documentation to provide leadership visibility into operational priorities, risks, and progress.

• Facilitated virtual meetings, stakeholder discussions, and follow-up activities across distributed teams, ensuring priorities remained organized and action items were completed.

• Managed competing priorities, timelines, and stakeholder communications while maintaining strict confidentiality for sensitive business information.

• Partnered with cross-functional teams to improve workflows, streamline reporting, and enhance operational efficiency.

• Reduced audit findings by 50% through improved reporting checkpoints, issue tracking, and stakeholder follow-up processes.

• Improved operational efficiency by 38% through prioritization strategies and workflow improvements.

• Managed workstreams across onshore and offshore teams, tracking deadlines, documentation, and deliverables to ensure SLA commitments, accuracy, and timely completion.

• Reviewed and dispositioned ServiceNow (SNOW) requests, documented outcomes, tracked status updates, and ensured requests were processed according to established workflows and SLA expectations.

• Created and maintained SharePoint libraries, folders, and workflows to support business operations and compliance requirements.

SUSAN CLIFTON

Senior Compliance Analyst 2017 – 2019

• Coordinated cross-functional workflows, priorities, and documentation across distributed teams.

• Streamlined recurring reporting processes and prepared executive-facing operational summaries.

• Supported issue resolution activities by tracking progress, maintaining documentation, and coordinating follow-up efforts.

• Partnered with stakeholders to manage timelines, communications, and operational priorities. Compliance Analyst 2015 – 2017

• Managed recurring schedules and deadlines across daily, monthly, quarterly, and annual operational activities.

• Coordinated stakeholder meetings, gathered information, and documented action items and follow-up activities.

• Served as a primary liaison between internal teams and audit stakeholders, ensuring requests and communications were completed accurately and on time.

• Maintained organized records and confidential business documentation. Reporting Analyst – IT PMO Governance 2012 – 2015

• Prepared executive dashboards, reports, and presentations to support leadership visibility into project priorities and milestones.

• Coordinated reporting activities and maintained accurate documentation supporting executive decision-making.

• Tracked project risks, action items, and follow-up activities to support operational alignment. Genesis10 (Remote)

2010 – 2012

Project Coordinator E-Sourcing Coordinator Recruiter Support

• Coordinated recruiting, onboarding, and staffing deployment for a nationwide initiative involving 1,900 contractors across 1,000 locations.

• Maintained staffing reports and tracking documentation to support workforce planning and visibility.

• Owned end-to-end interview scheduling, candidate communications, and recruiting coordination in a fully remote environment.

• Managed 12 job board contracts and ensured access for 10 branch offices and national recruiters.

• Supported 30+ recruiters with resume sourcing, job postings, and job board troubleshooting.

• Served as system administrator for the Sendouts ATS; ran recruiter activity and branch performance reports for corporate leadership.

ADDITIONAL EXPERIENCE – TXU ENERGY

• Supported executive and business operations through administrative coordination, scheduling, communications, documentation, and stakeholder support.

• Coordinated college recruiting initiatives, including candidate communications, interview scheduling, onsite interview logistics, travel arrangements, hotel accommodations, hiring team coordination, and offer/decline communications.

• Supported contractor management activities, including workforce coordination, documentation tracking, onboarding support, and communication with internal teams and external resources.

• Partnered with cross-functional teams to support recruiting programs, business operations, and workforce initiatives while maintaining accuracy, organization, and confidentiality. CERTIFICATIONS

Google AI Essentials Specialization, Coursera 12/2025 Google Prompting Essentials, Coursera 12/2025

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