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Susan Urban has extensive experience in customer service management and training across various industries, including finance and education. Currently serving as a Manager at Partners Federal Credit Union since November 2015, Urban previously held roles such as Customer Service Supervisor at Houghton Mifflin Harcourt, where management of multiple teams and improvement of email response times were notable achievements. Urban's career also includes positions as a Post-Implementation Specialist at Symmetrex, Inc. and Training Specialist II as well as Call Center Team Lead at M & T Bank, highlighting a strong capability in team management, process improvement, and relationship building. Urban holds an Associates Degree in Fashion Merchandising from Wesley College.