ANDREW BROOKS

It's my goal on every call is to acknowledge the reason the customer is calling in, empathize with them to let them know their current feelings towards the situation are heard, and reassure them that it's my goal to provide them with the best resolution possible for their situation. Through each and every interaction, I am tasked with using multiple software tools ranging from payment tracking systems, salesforce, outlook, and proprietary software built specifically for assisting the customers of AT&T. My daily operations consist of billing error corrections, fraud investigations, sales, and account management

I provide homeowners with an opportunity to go green as well as get on track to electrical freedom with solar. This includes face-to-face interactions as well as phone communication via calls and text. Generating new customers, encouraging referrals, and finding untapped markets for our products have led me to be a lead producer. I have recently taken over as marketing manager for our branch, which involves curating social media posts, running advertisements, and keeping the website up to date

I provided materials and knowledge to my team who took calls and met quotas for maintaining retention of customers at the brink of canceling while also making sales. I started as a customer service representative and advanced my way to assistant manager within a year. During these calls, we were tasked with breaking down bills, understanding current offerings, and knowing enough about them to make sales on them. In 2021, I was in the top 3 percent of representatives in the nation winning Summit for 2021 for my position and was awarded as such. This involved retaining customers, meeting higher-than-average sales per month, and other metrics including but not limited to minimum callbacks after speaking to me, rotating calls at a higher average rate compared to my peers, and maintaining positive surveys from customers throughout

While I performed the normal duties of this position, waiting tables, cleaning, making drinks, handling money, etc., what I enjoyed most was actively creating a positive experience for customers. This made their time there more enjoyable and often resulted in easy upsells on things like appetizers, drinks, and desserts. I took pride in people requesting my section, including several opportunities to serve Bob Knight. (Although I never made him laugh, he did return to my section never threw a chair, so I call that a win.)

I started as a server, moved to be a delivery driver when we added delivery at our location, and I was eventually promoted my way up to shift manager before I was out of high school. I learned a lot from my experience there. I only quit because I left for college, and they even insisted on leaving me on the books so I could work any time I was in town and wanted to.