Bianca Brooks
Jonesboro,GA
Summary
Detail oriented, organized and efficient professional offering over comprehensive knowledge customer service. Professional with valuable experience in delivering customer-focused support, possessing a genuine desire to achieve, excel, and evolve. Proven ability to build productive relationships, resolve complex issues and win customer loyalty. Experience skills in prioritizing, organization, decision making, time management, and communication. Successful in mastering new skills through hands-on experience. Committed to improving, learning and enhancing processes while increasing performance and efficacy Knowledge in use of computers and various software in Microsoft Office Suite (Word, Excel, Access, PowerPoint
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Case Manager Specialist
Ryder Transportation
Atlanta, GA
08.2022 - Current
- Provided crisis intervention services when needed.
- Educated clients about available resources and how to access them effectively.
- Identified potential barriers that could impede progress towards achieving desired outcomes while developing solutions to address them quickly and efficiently.
- Developed and maintained case management plans in accordance with agency policies and procedures.
- Maintained accurate documentation of case notes in the computer system according to regulations.
- Participated in team meetings and professional development activities to stay current on best practices in case management.
- Maintained up-to-date case records with case activity status.
Rental Agent/ Damage and Claim Processor
Budget Car Rental
Atlanta, GA
01.2017 - 08.2022
- Greet all customers; identify and attend to customer by name, verify rental agreement and reservation, thank each customer at the conclusion of their transaction
- Answer customer questions and provide assistance based on each customer's needs and requests, by brand
- Ensure a pleasant, smooth and efficient handling of the rental for each customer by assisting in the exchange and return vehicle processes; review rental parameters with all customers to ensure a complete understanding of rates and service charges, verify return date and time on the rental agreement is accurate and reviews all charges at the time of vehicle return
- Prepare Rental Agreement Folder with all required information
- Offer all customers assistance with directions, maps, local area information and appropriate service information
- Answer telephone in a friendly, helpful and prompt manner
- Work on behalf of the customer and the company to resolve issues in a fair and equitable manner to ensure continued customer loyalty
- Maintain appearance of rental counters and customer areas to present a neat, orderly and safe condition; ensure counter is stocked with appropriate supplies to provide smooth and effective counter service
- Assist customers within the queue to minimize any wait time and provide the most efficient service possible.
- Followed up with customers regarding any additional charges that may be incurred during the course of their rental agreement.
- Monitored fuel levels in vehicles before and after each rental period.
- Completed paperwork associated with each transaction accurately and efficiently.
- Resolved customer complaints in a professional manner while adhering to company guidelines.
- Documented and maintained daily logs, expense reports, trip reports and inspection reports.
- Inspected vehicles to assess damage and functionality, recommend changes and issue violation notices.
- Reviewed repairs by test driving vehicles and conducting final inspections.
- Performed visual inspections of vehicle interior and exterior components to detect any damage or defects.
- Checked returned vehicles for various types of damage and mechanical problems.
- Submitted in-depth reports to professionals on vehicle conditions following inspections.
- Investigated incidents related to potential vehicle malfunctions or accidents and issued comprehensive reports used for and needs.
Customer Service Specialist
Home Depot
Fayetteville, Georgia
04.2013 - 05.2017
- Greeted and welcomed customers and visitors at strategic entrances to the store, provided directions, general information, or recommendations
- Provided customers with fast, friendly, accurate and safe service
- Processed Checkout and/or Return transactions, as well as monitor and maintain the Self-Checkout area
- Followed all policies and procedures to ensure that shrink was minimized
- Provided first level escalation for customer issues and assisted in the supervision, coaching and training of other cashiers
- Coached and developed other Cashiers.
- Greeted customers upon entering the store, providing a friendly and welcoming atmosphere.
- Answered front desk phones.
- Answered customer inquiries about merchandise and services.
- Operated cash register to process payments for purchases.
- Greeted incoming guests to assess needs and monitor behaviors for signs of suspicious activities.
- Assisted with price changes throughout the store.
- Completed daily paperwork including checkout sheets, invoices, and other forms accurately and promptly.
- Processed daily invoices for payment, verifying accuracy of billing information prior to submission.
- Ensured accurate completion of paperwork associated with each order including customs documents.
Booker Keeper
Food Lion
Atlanta, GA
01.2009 - 01.2012
- Initial point of security for all money, money equivalents, and all applicable paperwork, including private guest information and documents
- Made timely and accurate calculations of bill transactions
- Handled money accurately and balances high volume of receipts
- Assisted staff with banks, checkouts, and money, and money equivalent procedures
- Completed all required paperwork accurately and in a timely manner
- Conducted inventory during and after shift, if applicable.
- Provided customer service by answering inquiries related to bookings and providing information about available options.
- Processed payments for bookings using a variety of payment methods.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Answered customer questions and provided store information.
- Worked closely with front-end staff to assist customers.
Education
Associate of Science - Social Work
Georgia State
12.2019
High School Diploma -
Mount Zion High School
Jonesboro, GA05-2008
Skills
- Case Management
- Problem-Solving
- Documentation and Reporting
- Data Entry and Analysis
- Case Documentation
- Conflict Resolution
Timeline
Case Manager Specialist
Ryder Transportation
08.2022 - Current
Rental Agent/ Damage and Claim Processor
Budget Car Rental
01.2017 - 08.2022
Customer Service Specialist
Home Depot
04.2013 - 05.2017
Booker Keeper
Food Lion
01.2009 - 01.2012
Associate of Science - Social Work
Georgia State
High School Diploma -
Mount Zion High School