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Susan Lazenby began her career in retail management just after college. This combined a love of people and a passion for learning new things. Her career moved her to San Francisco, but a love for the south and family brought her back to Chattanooga. She has a husband and 2 children who are incredibly funny and smart. She loves working for her alma mater UTC. She has worked in the IT department since 2007. She has managed the Student Help Desk, Technology Center and Communications for the IT department.

 

5 Questions

Cats or Dogs?

Right now, 2 cats. The kids want a dog though, so who knows?

Where is the farthest place you have traveled?

New Zealand and Australia. I went as a teenager and would love to go again, but if I could go anywhere I would spend a month in Italy.

 If you were a detective, who would be your sidekick?

I think I would pick Jordan Spencer for my sidekick. He is hilarious and great at taking notes. I would also bring along Carson Coe, because he could fix any technical problems we might encounter, in addition to providing witty banter for my faithful sidekick.

 What do you do when you aren't working?

I hang out with my favorite people in the world, my family and my friends. I love that I am surrounded by talented, witty, intelligent people.

 What is your favorite vacation spot?

Cumberland Island, Ga is probably one of the most amazing places I have ever been on earth. Who wouldn't love, beaches, forests, ruins, wild horses and camping? 

Selected Resumé

Education

 

 

 

May 1997                    University of Tennessee at Chattanooga B.A;

English Literature and Humanities, International Studies

Experience

2007-Current                University of Tennessee at Chattanooga

Manager - Student Help Desk and Technology Center

  • Recruit, hire and train staff of around 40 student workers, 2 term worker and full time Assistant Manager for the Technology Center and Student Helpdesk
  • Share Point Trainer for new users on campus
  • Work with Students who use the Student Technology Center and Student Help desk to make sure their needs are met
  • Manage payroll, leave, scheduling, conflict resolution, goal setting and appointment lists
  • Maintain Student Technology Center Web site with current data
  • Coordinated interdepartmental cooperation with Interior Design Department to redesign the Technology Center Space in order to fit changing needs of student body
  • Work with Unum to source donation of needed furnishings to fit within Design Department plan. Estimated value of 250k+
  • Planned semi-annual gaming tournaments for students. Funded by sponsors and ACE (Association of Campus Entertainment) who provided prizes and food
  • Document policy and work needs of computer lab workers and Student Help Desk. Input data into manageable form on IT WIKI (information database) for future Managers. Manage the transition of this data into SharePoint
  • Redefine training needs of students such as focusing on Customer Service. Met with students to ensure development of lab goals and personal goals
  • Plan events for students working with on campus organizations such as ACE (Association of Campus Entertainment) and the SGA (Student Government Association) as budget permits
  • Assisted in writing the IT portions of our SACS (Southern Association of Colleges and Schools) compliance documents
  • IT representative on the ESC (Exempt Staff Council) committee, representing 50+ full time exempt employees
  • Serving on the TAG (Training Advisory Group) committee, reviewing current training policies of the University while identifying needs and growth areas.
  • Co-chair of the Customer Service Task Force- working with a group of UTC colleagues to establish a culture shift at UTC that will include a focus on Customers, both internally and externally
  • Chaired the Financial Wellness Committee to facilitate the financial security of the employees of UTC. Developing a monthly training course schedule with guest speakers while providing an opportunity for individuals on campus to utilize resources more effectively
  • Customer Service Trainer- Utilizing both new and developed material to co-facilitate customer service training on campus

2002-2007                   Banana Republic                 Chattanooga, TN

Manager - Customer Experience

  • Managed staff of 40 employees ensuring correct scheduling and staffing
  • Planned in store events such as special sales, training and parties for managers and employees
  • Researched company policies with upper management to make sure policy were kept
  • Communicated with management and sales team to ensure store ran smoothly and all pertinent information was delivered accurately and timely
  • Implemented new company policies, such as drastic changes in return time period, payroll and loss prevention policies, that affected customers and employees so that transition period was smooth

2000–2002                  Gap Outlet                                  Calhoun, GA

Store Manager

  • Analyzed current business trends and changed visual merchandising within store to maximize gross margin and sell through percents of units
  • Used Excel spreadsheets to analyze business trends and gave feedback to District Manager in order to increase store sales and productivity
  • Projected and planned sales to maximize payroll dollars and re-evaluated current sales to leverage sales and dollars for the month, quarter and year
  • Recruited and retained quality individuals to build a strong core staff that understood the brand and upheld company image and standards
  • Built and maintained training programs so employees were motivated and efficient
  • Planned and opened 2 new stores before deadlines and ensured they are fully staffed and within budget
  • Trained new managers so that they could transfer to other stores and fill staffing needs

 

Community Involvement

Chattanooga School for the Liberal Arts: Annual Auction 2008-current

  • Acted as Auction co-Vice President. Worked with parents in the school to coordinate fundraising and in-kind donations. Helped develop and update website with information about the auction. Worked with web developer to manage content on the site; updated item descriptions, managed input of user ID’s and provided data analysis of site for auction coordinators. Handled auction on site activities and planned events. Managed auction book-keepers

AVA: 4Bridges Arts Festival, Fundraising and Event set up 2002-2003

Hilltop Neighborhood Association: Event Planning and Neighborhood engagement

Nightingale Network:

  • Co-hosted fundraising event to benefit Chattanooga women and local non-profits
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