Susan Walls

Freelance Admin Support Freelancer & Order Processor

Location:Elliston, Virginia, United States
2 Skills

Sykes-Buchanan County March 1, 2010 – April 22, 2011
1028 Sykes Boulevard
Vansant, VA 24260

Position: Account Manager

Ensuring company financial, attrition and staffing goals are met or exceeded.
Overseeing two lines of customer service business for a financial client.
Manage client relationship to exceed expectations and grow contractual staffing including expanding into alternate lines of business.
Ensuring that all Key Performance Indicators are met per the Scope of Work Contract.
Managing 11 Team Managers to meet production goals. 

Sykes-Perry County November 5, 2007 – March 1, 2010
101 Sykes Boulevard
Chavies, KY 41727

Position: Team Manager

Meet or exceed team’s contract production and performance metrics.
Meet or exceed client and Sykes quality standards.
Build and maintain a skilled, successful, motivated, team of support representatives.
Drive account financials through team utilization, optimal staffing levels, schedule adherence, and expense control.
Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
Effectively and appropriately interface with Support Services staff to ensure Sykes polices are adhered to.

SpeakWrite ( March 1, 2005 – November 4, 2007
5914 West Courtyard Drive, Suite 210
Austin, Texas 78730

Position: General Transcriptionist/Independent Contractor

Prepare general transcription via Internet and word processing programs.

Joshua’s Dream Foundation February 2003 – April 2004
349 East Main Street
Hazard, KY 41701

Position: Facilities Director

Grant writing
Assuring that staff and residents follow set policies and procedures on a daily basis
Develop plans of action for improving and enhancing residential program
Arrange employee training
Maintain extensive files on program residents
Work with general public, local churches and politicians to generate resources for the Foundation
Plan, organize and implement fundraising activities

Kentucky River Area Development District July 2001 – February 2003
917 Perry Park Road
Hazard, KY 41701

Position: Family Caregivers Coordinator

Develop a program to meet specific needs of family caregivers and grandparents raising grandchildren according to Federal guidelines
Implement the designed program in an eight county, rural area
Care and maintenance of Family Caregivers Program
Assist elderly persons to access Patient Access Programs provided by pharmaceutical companies
Arrange for respite care for family caregivers providing care for elderly persons
Arrange for informational workshops for elderly, family caregivers and grandparents raising grandchildren throughout the designated eight county area
Case management of clients
Assist Human Resources Coordinator in planning and developing special events for senior citizens in the KRADD area including Senior Games, Health fairs, Senior Prom, etc.
Grant writing


Lindsey Wilson College May 2005 – Undetermined*
210 Lindsey Wilson
Columbia, KY42728

Degree: Masters of Education in Mental Health Counseling

*Currently waiting on three courses to become available in order to complete Masters Degree.

Cumberland College January 2004 – December 2005
6191 College Station Drive
Williamsburg, KY 40769

Degree: Bachelors of Science in Organizational Management

Hazard Community College August 1998 – May 2000
One College Drive
Hazard, KY 41701

Degree: Associates of Arts

Cordia High School August 1988 – May 1992
6060 Lotts Creek RD
Hazard, KY 41701

Degree: High School Diploma


I am proficient in Microsoft Word, Excel and Power Point.
I have experience with QuickBooks.
I can operate all basic office machinery.
I have excellent computer skills and literacy.
I am an excellent technical writer.
I am skilled at resource planning and management including materials, volunteers and employees.
I have excellent interpersonal skills that are enhanced due to my mental health counseling training.
Skills (2) Rating
Admin Support
Order Processing