ANDREA BROOKS
Jacksonville,Florida
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Hyatt
04.2022 - Current
- Make schedule
- Count inventory, order supplies , stock
- Cashier responsibility
- Check emails and response
- Place work orders
- Interview new employee
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Monitored staff performance and provided feedback and guidance.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Spa Manager
Love Beyond Skin
11.2019 - Current
- Filing, scanning and data entry
- Answer multiple phone lines
- Schedule appointments with customers and follow up as needed
- Customer service over the phone and in-person
- Account Payable and Payroll duties
- Managing the reception area, mail, requisitioning supplies
- Organizing office communication and activities on a day-to-day basis.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
Customer Service Representative
InComm/Remedy Intelligent Staffing
01.2018 - 02.2019
- Answer inbound customer service phone inquiries related to financial service cards (GPR, Single Load, B2B rewards, Toll and Wireless) in accordance with the Financial Services Customer Service Manual; or related training material
- Answer inbound calls in timely manner in accordance with company’s goals for call intake
- Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with regulations
- Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e
- Lost/Stolen Cards, forgotten PINs
- Perform pin redemption for customer’s having an issue with using the IVR (i.e
- Document Cardholder Customer Service activities
- Follow escalation events procedures in accordance with Financial Services Customer Service Manual
- (i.e
- Chargebacks, disputes, potential fraud, etc.)
- Understand, utilize and adhere to the Financial Services Customer Service Manual that is used to govern Customer Care activities
- Meet reporting requirements as designated by Supervisor or other Management; including but not limited to schedule adherence, average handle time, quality score, and attendance
- Other Financial Services Customer Service activities as designated by Supervisor or other Management.
Team Lead
Emory University Campus Services
01.2016 - 01.2018
- Leads a group of 13 people in regards to the maintenance of buildings
- Assign work orders to team in order of priority
- Order and deliver supplies required for maintenance of university campus
- Conducts building inspections
- Monitor daily operations to ensure quality and completion
- Ensure proper labeling of chemicals in accordance with Environmental Health & Safety guidelines
- Handle customer needs in a timely manner
- Train new custodians regarding cleaning procedures and equipment use
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Education
No Degree - High School
Basix Knowledge
Decatur, GA04.2008
BBA - Human Resources Management
Western Govern University
Jacksonville, FL04.2024
No Degree - Medical Assisting
Bellasa Professional Institute
Decatur, GA07.2009
Nursing Assistant Certification Food Processing Management Certification - undefined
Medical Administration Assistant Certification, Penn Foster 2016-2018 Child Development Certification, Penn Foster 2017-2018 Medical Assistant Certification - undefined
American Professional Institute
2009
High School Diploma - undefined
Drop Back In Academy
2008
Skills
- Communication Skills
- Time Management
- Organizational Skills
- Coordination
- Report Creation
- Service Standard Compliance
- Customer Service
- Problem Solving
- Quality Control
- Cultural Awareness
- Customer Relations
- Lotus Notes
Timeline
Front Desk Agent
Hyatt
04.2022 - Current
Spa Manager
Love Beyond Skin
11.2019 - Current
Customer Service Representative
InComm/Remedy Intelligent Staffing
01.2018 - 02.2019
Team Lead
Emory University Campus Services
01.2016 - 01.2018
No Degree - High School
Basix Knowledge
BBA - Human Resources Management
Western Govern University
No Degree - Medical Assisting
Bellasa Professional Institute
Nursing Assistant Certification Food Processing Management Certification - undefined
Medical Administration Assistant Certification, Penn Foster 2016-2018 Child Development Certification, Penn Foster 2017-2018 Medical Assistant Certification - undefined
American Professional Institute
High School Diploma - undefined
Drop Back In Academy