Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Susan Sorensen

Corbeil,ON

Summary

Accomplished Senior Support Analyst at Farelogix/Accelya, adept in advanced troubleshooting and fostering client relationships, significantly enhanced system efficiency and client satisfaction. Leveraged business analysis and relationship-building skills to mentor teams and drive project success, demonstrating a strong blend of technical proficiency and interpersonal acumen.

Overview

39
39
years of professional experience

Work History

Senior Support Analyst

Farelogix/Accelya
02.2002 - 12.2022
  • Established strong relationships with key stakeholders through clear communication and transparent project updates.
  • Conducted regular performance evaluations for support staff members to ensure alignment with company goals.
  • Provided extensive training sessions to new team members, fostering rapid onboarding and skill development.
  • Solved complex technical issues for clients, resulting in increased system efficiency and reduced downtime.
  • Developed thorough documentation for troubleshooting procedures, enabling faster problem-solving by support staff.
  • Boosted client satisfaction rates by ensuring the consistent delivery of high-quality technical support services.
  • Managed multiple high-priority projects simultaneously, ensuring timely delivery and completion of each task.
  • Conducted comprehensive software testing to identify bugs and recommend improvements, increasing overall system performance.
  • Led a team of junior support analysts, offering guidance and mentorship while driving team success in resolving customer issues.
  • Maintained detailed logs of all customer interactions, aiding in the analysis of recurring issues and identification of potential solutions.
  • Evaluated emerging technologies for potential integration into current systems, keeping the company at the forefront of industry advancements.
  • Collaborated with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.

Account/National Sales Manager

Worldspan
11.1993 - 02.2001
  • Negotiated and closed agreements with large customers and monitored and analyzed performance metrics.
  • Attended events, training seminars, and manufacturer product showcases.
  • Achieved consistent year-over-year growth in both revenue generation and territory expansion through strategic planning and execution.
  • Met with customers to give sales presentations, negotiate contracts and promote services.
  • Delivered comprehensive sales presentations, showcasing the company''s products and services to secure new business contracts.
  • Implemented data-driven decision-making processes for optimizing sales performance and targeting new opportunities.
  • Developed and maintained key relationships with clients, leading to an enhanced customer loyalty and increased repeat business.
  • Analyzed industry trends to maintain a competitive edge in pricing strategies and product offerings.
  • Created customized solutions for unique client needs resulting in increased customer satisfaction.
  • Enhanced communication within the sales team through regular meetings, updates, and training sessions.
  • Collaborated with other departments on various projects such as product development or marketing campaigns to achieve cohesive business goals.
  • Led contract negotiations with clients, securing favorable terms that contributed to overall company profitability.
  • Established a high-performance culture by setting clear expectations, providing ongoing feedback, and rewarding top performers.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.

Travel Consultant

MundyTours
03.1988 - 10.1993
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Streamlined booking processes for increased efficiency and reduced client wait times.
  • Handled sensitive information with professionalism and discretion.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
  • Mentored junior consultants on best practices in the industry while fostering a collaborative work environment.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Updated and maintained customer databases to increase customer retention.

Travel Consultant

R.H. Curry & CO
11.1983 - 02.1988
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travelers.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
  • Collected, handled and documented payments for travel services and associated feels.
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.

Education

Microsoft Certified Systems Engineer

Lambton College
Sarnia, ON
11-2001

High School Diploma -

Sarnia Collegiate & Technical School
Sarnia, ON
06-1976

Skills

  • Problem resolution
  • Business analysis
  • Incident management
  • Software support
  • Hardware support
  • Network management
  • SLA management
  • Advanced troubleshooting
  • Customer service
  • Remote support
  • Customer engagement
  • Relationship building
  • Client communication
  • Technical troubleshooting
  • Training and coaching

Languages

English
Native or Bilingual
Danish
Native or Bilingual
Spanish
Limited Working

Timeline

Senior Support Analyst

Farelogix/Accelya
02.2002 - 12.2022

Account/National Sales Manager

Worldspan
11.1993 - 02.2001

Travel Consultant

MundyTours
03.1988 - 10.1993

Travel Consultant

R.H. Curry & CO
11.1983 - 02.1988

Microsoft Certified Systems Engineer

Lambton College

High School Diploma -

Sarnia Collegiate & Technical School

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Susan Sorensen