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Susie Eskew

@susieeskew

Customer support professional at Vitality Senior Living of Franklin, maintaining 98–100% occupancy through responsive follow-up and family guidance.

United States

Message

What I'm looking for

I’m interested in remote customer support for a web-based CRM platform, where I can help customers navigate questions and resolve concerns.

At Vitality Senior Living of Franklin, I serve as a primary contact for prospective residents, families, and referral partners. I guide people through questions and next steps, and help maintain community occupancy at 98–100% through consistent follow-up and coordinated service.

At GRAMPS of TN, I led call-center-style communication and helped families navigate complex questions about finances, real estate, elder law, veterans’ benefits, and healthcare resources. Clear education and dependable follow-up supported an 80% tour-to-move-in conversion rate.

Across senior living, home care, hospitality, and community businesses, I’ve coordinated customer needs with operations and care teams, addressed concerns, and supported consistent service. I’m interested in bringing this experience to remote customer support for a web-based CRM platform.

Experience

Work history, roles, and key accomplishments

Current

Director of Sales and Marketing

Current

Vitality Senior Living of Franklin

Oct 2025 - Present (1 year)

Serve as primary point of contact for prospective residents, families, and referral partners, guiding them through the inquiry and move-in process. Raised and maintained community occupancy at 98-100% through consistent follow-up and relationship management.

Customer Support Active Listening Needs Assessment Communication Skills Follow up Relationship Management CRM Team Coaching Event Coordination

Director of Marketing & Sales

GRAMPS of TN

Jan 2023 - Nov 2025 (2 years 10 months)

Led inbound and outbound call-center-style communication, using active listening to understand customer needs. Achieved an 80% tour-to-move-in conversion rate through education and personalized guidance.

Active Listening Needs Assessment Communication Skills Follow up Customer Education Outreach

Director of Marketing & Sales / Executive Director

Williamson County Senior Livings

Oct 2024 - Aug 2025 (10 months)

Managed communication with families, residents, and professionals while helping navigate complex service and financial decisions. Averaged 10 closed sales per month through disciplined follow-up and cross-departmental coordination.

Customer Support Communication Skills Sales Follow up Cross functional Coordination Training

Franchise Owner & Operator

HomeWell Care Services

Feb 2022 - Jan 2024 (1 year 11 months)

Managed customer and family relationships, service coordination, staffing, and business operations in a home-care environment. Coordinated with healthcare providers and partners to align service delivery.

Customer Relationship Management Service Coordination Operations Communication Skills

Director of Marketing & Sales / Executive Director

Canterfield Senior Living

Jul 2019 - Jul 2022 (3 years)

Built trusted relationships with residents, families, and professional partners, providing guidance through high-stakes decisions. Averaged 10 closed sales per month through consultative conversations and persistent follow-up.

Customer Relationship Management Sales Communication Skills Follow up team training Event Coordination

Owner & Operator

The Hub of the Fork

Jul 2018 - Jul 2020 (2 years)

Managed day-to-day business operations, customer engagement, and local partnerships in a community-based business.

Business Operations Customer Engagement Partnership Management

Life Enrichment Director

Morning Pointe Assisted Living

Jul 2017 - Jul 2019 (2 years)

Coordinated resident programs and engagement while communicating with residents, families, and care teams to respond to preferences and needs.

Program Coordination Communication Skills Customer Engagement

Manager

Puckett's of Leiper's Fork

Jan 2014 - Jan 2017 (3 years)

Led customer-facing operations, staff hiring and training, event execution, budgeting, and service standards in a hospitality environment. Resolved guest concerns and coordinated priorities across teams.

Operations Management Corporate Trainer Event Execution Budgeting Customer Service

Consultant

Franklin Field House

Jan 2014 - Jan 2015 (1 year)

Designed and launched The Marketplace at Franklin, recruiting 100+ international vendors and improving facility utilization and community engagement.

Project Management Vendor Recruitment Community Engagement

Owner & Operator

Glass Recycling of Williamson

Jan 2012 - Jan 2015 (3 years)

Built a customer service and communications program serving hundreds of households; coordinated collection logistics and community relationships.

Customer Service Communication Skills Logistics Coordination

Senior Director

YMCA Cool Springs

Jan 2011 - Jan 2013 (2 years)

Oversaw multiple departments and 40+ staff, focusing on member experience, staff retention, operations, and service delivery. Achieved the organization's highest staff retention and member satisfaction while exceeding fundraising goals.

Operations Management Staff Retention Member Satisfaction Fundraising