SUSAN J. FANTL 814 South 91st Street, West Allis, Wisconsin 53214 414.258.8095 414.526.2167 suefantl@gmail.

com

PROGRAM/OPERATIONS MANAGER

QUALIFICATIONS PROFILE Accomplished, tenacious, and results-driven professional, offering strong manage ment and hands-on leadership in directing all aspects of organizational and busi ness operations. Equipped with extensive background in designing and executing i ntegrated customer relationship management solutions toward business profitabili ty and operational efficiencies within business-to-business environment. Possess project management skills, with verifiable success in coordinating multiple pro jects, budgets, and deadlines. Armed with proven track record of success in gene rating bottom-line results through identification of new business opportunities as well as creation and implementation of strategic business plans. Recognized i n every step of career path for upholding a positive attitude and for maintainin g the highest professional ethics and standards. Commended for exemplifying situational problem-solving and analytical sk ills and exceptional customer service. Excel at leading and training diverse individuals and groups to accompli sh assigned tasks and goals. Known for keen eye for detail, with proven ability to multitask in fierc ely competitive and stressful situations.

AREAS OF EXPERTISE Business Development and Revenue Growth Sales and Marketing Operations Strategic Planning and Reporting Analysis Cost Control and Budget Implementation Project Management and Completion Process and Productivity Improvement Customer Service and Relations Regulatory Compliance and Standards Communication and Coordination Time Management and Prioritization

KEY ACCOMPLISHMENTS HUNTER BUSINESS GROUP Effectively utilized management and operational expertise; initially hir ed as account representative and received successive promotions as team lead, wo rking supervisor, program analyst, operations manager, and eventually as program manager. Drove the attainment of business profitability by generating 15 revenue increase through design, implementation, and ongoing strategic execution of oper ational programs for multiple clients.

Exemplified commitment in sharing knowledge, best practices, key learnin gs, and industry trends to clients that led in 25% staff efficiency, improved clien ts customer and data intelligence, resulting in significant improvement of their p roduct penetration by 20%. Commended by colleagues for exceptional performance and accomplishments, and nominated as Employee of the Quarter for three times during tenure; deliver ed outstanding individual results and team contributions; recognized as majority winner of Optimizer of the Month for the MasterCard team. Personally selected and won the Salesman of the Year and Co-Salesman of the Year awards for two consecutive years. Regarded as the driving force in converting the entire VISA debit card p ortfolio to MasterCard for top ten financial institution merger in our tier of c ustomers, generating substantial revenue increase for MasterCard and its program . Successfully boosted top revenue accounts by an average of 48%, in spite of financial crisis in 2007 and 2008; earned confidence and respect from collea gues and clients for achieving exceptional evaluations scores. Regarded for outstanding performance in continuously obtaining and surpa ssing yearly growth targets for programs directed, such as achieving 267% progra m growth over tenure of MasterCard program. Played a pivotal role in the successful optimization of sales and market ing productivity as well as customer retention and loyalty through implementatio n and execution of integrated sales and marketing programs for corporate clients . COLORADO PRIME Initially hired as marketing representative and promoted to senior marke ter and program trainer within three months by achieving #3 in the nation in qua lified leads and sales; awarded an all-inclusive cruise to Bahamas and then even tually employed as marketing manager within two years of hire. Championed the regional management contest and national sales contest as manager; received an all-expense paid trip to Cancun. Maximized productivity and efficiency of overall operations by utilizing proven communication and effective problem-solving skills.

PROFESSIONAL EXPERIENCE HUNTER BUSINESS GROUP | Milwaukee, WI Program Manager, 20002011 | Program Manager/Operations Manager, 2007 2011 Program Management Owned and oversaw annual program budgets of $1M to $5M. Applied best management approach in coordinating client relationships an d new business development. Conceptualized and adopted innovative ideas in creating, testing, and la unching customer relationship management tools. Spearheaded the development and implementation of standard operating pro cedures, continual processes improvements, along with performance and variable c ompensation plans. Broadened skills and knowledge of 20 sales team members through effectua l training and supervision. Exemplified versatility and multitasking skills in performing diverse ta sks, such as coaching and providing feedback through monitoring customer interac tions, evaluating and identifying proper terminology used (call monitoring and d ata base monitoring), coordinating accurate presentation of product features and benefits, as well as facilitating program/project quality measures while ensuri ng fulfillment of client expectations. Set, identified, and managed expectations for success by tracking attain ment of goals.

Guaranteed achievement of performance management goals by tracking attem pts, completed projects, and e-mailing activities. Led all initiatives in providing and implementing successful tools throu gh development of call guides, FAQs, qualified lead forms, overcoming objections , and e-mail templates. Hiring, Training, and Staff Motivation Conducted and facilitated TEC behavioral hiring process as well as initi al and ongoing training. Supported program requirements through directing and training large inte rnal and external cross-functional teams. Motivated representative to exert high efficiency levels in administerin g accounts and return of investments (ROI) through development of query groups i n CRM tool. Data Management/Documentation Maintained comprehensive documentation of daily, weekly, and monthly pro ductivity reports, as well as the quality and integrity of data. Rendered support in documenting industry trends through developing accou nt profiles and monthly market scan questions in CRM tool. Ensured achievement of monthly, quarterly, and annual objectives by form ulating and disseminating program reporting to provide analysis of activities, r esults, and key learning. Prepared and administered complete and accurate sales orders, qualified lead sheets, and program opportunities. Recorded completed account profiles in CRM tool.

EARLIER EXPERIENCE Marketing Manager, COLORADO PRIME | MILWAUKEE, WI Front End Manager, KOHLS FOODS | MILWAUKEE, WI Customer Service Representative, WISCONSIN ELECTRIC COMPANY | MILWAUKEE, WI

EDUCATION Marquette University, Milwaukee, WI COURSEWORK TOWARD BACHELOR OF SCIENCE IN MARKETING, COMMUNICATIONS, AND CREATIVE PROBLEM-SOLVING (Attended numerous Sales, Marketing, and Business Management Solutions Courses)

PROFESSIONAL TRAINING Impact Consulting Group, LLC, Brookfield, WI Living as a Leader Management Series, 2008 MasterCard International Internal Training, Purchase, NY Sales Effectiveness, 2005 Dale Carnegie Training, Milwaukee, WI Effective Communication and Leadership, 1985

ACTIVITIES

The Gathering | Salvation Army | Community Outreach Team

TECHNICAL SKILLS Microsoft Office Suite: Excel, Word, PowerPoint, and Outlook CRM Software: SalesLogix, SlaesForce.com, and BMS