Aretha Brooks
Fountain,Florida
Summary
Dynamic leader with proven expertise in operations management and customer-oriented service, honed at Midgets Lounge and Sallie Mae Corporation. Excelled in business planning, staff training, and developing lasting customer relationships, significantly enhancing company performance. Skilled in documentation and reporting, adept at fostering team collaboration. Achieved notable success in improving profitability and customer satisfaction.
Overview
30
30
years of professional experience
Work History
Owner/Operator
Midgets Lounge
03.2003 - 08.2024
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Operated with safety and skill to avoid accidents and delays.
Customer Service Representative
Sallie Mae Corporation
10.1994 - 01.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
Education
American River College
Sacramento, CAGED
Adult Education
Sacramento, CA06.1982
Skills
- Operations Management
- Documentation And Reporting
- Hiring
- Business Planning
- Staff Training and Development
- Sales negotiation
- Staffing
- Operations Oversight
- Payroll Processing
- Budget Development
- Customer-Oriented
- Order picking and processing
- Document Management
- Delivery Scheduling
Timeline
Owner/Operator
Midgets Lounge
03.2003 - 08.2024
Customer Service Representative
Sallie Mae Corporation
10.1994 - 01.2003
American River College
GED
Adult Education