Susan Jensen
About Susan Jensen
Susan Jensen is a Customer Service Representative at Gannett | USA TODAY NETWORK, where she has worked since 2018. With a diverse background in customer service and freelance work, she has developed a unique approach that combines empathy with effective problem-solving skills.
Work at Gannett
Susan Jensen has been employed at Gannett | USA TODAY NETWORK as a Customer Service Representative since 2018. In this role, she manages customer service inquiries for 112 newspapers under the USA Today Network. Her responsibilities include maintaining performance metrics such as adherence, call quality, stop/save ratio, and ezpay enrollment, consistently achieving levels that are near bonus thresholds. This indicates her proficiency in handling customer interactions effectively.
Previous Experience
Prior to her current position, Susan Jensen held various roles across different organizations. She worked at Hadley Pottery as a Painter/Designer from 2012 to 2016, and at Humana as an Open Enrollment Limited Term Specialist from 2017 to 2018. Additionally, she was a Magazine Manager at Barnes & Noble, Inc. from 1999 to 2004 and worked as a Freelance Reporter at The Reporter, Lansdale from 1998 to 2001. Her diverse experience spans customer service, design, and freelance writing.
Education and Expertise
Susan Jensen has a solid educational background with certifications in various fields. She studied Front End Development and Android at Code Louisville, achieving certifications in 2015. She also holds an Associate's degree in Commercial and Advertising Art from Antonelli Institute and a Bachelor of Arts in Liberal Arts and Sciences from Temple University. Additionally, she received certification in Medical Massage from the National Academy of Massage Therapy & Healing Sciences.
Customer Service Approach
In her role as a Customer Service Representative, Susan Jensen employs a unique approach that integrates empathy and discovery questions. This method allows her to effectively address and resolve customer concerns, enhancing the overall customer experience. Her ability to manage a high volume of inquiries demonstrates her commitment to providing quality service.
Freelance Experience
Susan Jensen has extensive freelance experience, having worked as an Independent Contractor in development, design, and writing from 2008 to 2009 and from 1995 to 2011. This freelance work allowed her to develop a diverse skill set, contributing to her proficiency in customer service and communication.