Brandon Hooke
Philadelphia
Summary
Dynamic professional with extensive experience at Aetna, a CVS Health, excelling in client relationship management and data analysis. Proven ability to optimize business processes and drive project success through strategic thinking and strong communication skills. Recognized for cultivating client trust and delivering tailored solutions that enhance customer satisfaction.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Tasklist Consultant
Aetna, a CVS Health
PHILADELPHIA
09.2021 - Current
- Collaborated with cross-functional teams to drive project implementation success.
- Conducted comprehensive assessments of client needs and recommended tailored solutions.
- Provided expert guidance on best practices in business process optimization.
- Cultivated strong relationships with clients through effective communication and support.
- Analyzed complex information from multiple sources to identify patterns or trends.
- Managed multiple projects simultaneously ensuring timely completion within budget constraints.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Monitored operations and reviewed records and metrics to understand company performance.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Night Shift Supervisor
Wawa
Fort Washington
07.2019 - 07.2021
- Assisted customers with complaints, questions, and concerns.
- Assigned each member of 5 person team with specific daily tasks and responsibilities.
- Observed each team member to ensure duties were being carried out and provided constructive criticism if needed.
- Maintained stock of products and ordered new products when stock was running low.
- Input data to create updated status reports for quick reference of project progress and deadlines.
- Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets.
Lead Customer Service Associate
Wawa
Fort Washington
08.2015 - 07.2021
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Cross-trained and backed up other customer service managers.
- Maintained up-to-date knowledge of product and service changes.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Responded to customer requests for products, services and company information.
- Implemented and developed customer service training processes.
Customer Care Representative
Doctor In The House
Blue Bell
04.2018 - 07.2019
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Coordinated timely responses to online customer communication and researched complex issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Entered customer interaction details in Quickbooks to track requests, document problems and record solutions offered.
Warehouse Associate
Walmart
Willow Grove
01.2015 - 03.2015
- Operated RF scanners to track merchandise and verify contents of containers.
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Inspected products for defects and damages and examined ingoing and outgoing shipments to verify accuracy and prevent errors.
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
Computer And Tablet Specialist, Operational Lead, Geek Squad Member
Best Buy
Willow Grove
08.2011 - 01.2015
- Teaching and Selling Laptops, Computers, and Tablets to our customers.
- Also helping them repair there broken equipment and educating them on how to operate them.
- I was Briefly apart of the Geek Squad before being moved to the warehouse.
- Heavy Computer Usage, Strong Communication Skills, Knowledge of hardware and software for Computers / Tablets,.
- Customer Service.
- Use computers for various applications, such as database management or word processing.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Customer Service Specialist, Technology Manager, Home Theater Supervisor
Circuit City
Willow Grove
08.2007 - 03.2009
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Delivered superior client services, fostering strong rapport, retention and satisfaction.
Cashier / Floor Associate,Tech Supervisor
Office Depot
Willow Grove
04.2005 - 10.2006
- I am the specialist that deals with customer relations or customer care.
- I am the person between the managers and the customer when it comes to issues and problems.
- Besides from that I am also the technology supervisor of the Store.
- I am in charge of securing the different Technology items on the floor and around the store.
- I left due to them closing stores in my area.
- Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
- Examine products purchased for resale or received for storage to assess the condition of each product or item.
Senior Game Advisor
GameStop
Willow Grove
08.2002 - 01.2003
- Use computers for various applications, such as database management or word processing.
- Create, maintain, and enter information into databases.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Assign employees to specific duties.
Prepper /Mail Sorter
Prudential Inc | Hatboro Insurance
Hatboro
06.2000 - 04.2001
- I basically sorter paperwork and moved documents from one spot to the next.
- Seal or open envelopes, by hand or by using machines.
- Verify that items are addressed correctly, marked with the proper postage, and in suitable condition for processing.
- Sort and route incoming mail, and collect outgoing mail, using carts as necessary.
Education
High School Certification Program for A+ Certification did not complete : Computer -
Abington High School
Abington, PA06.2000
Some College (No Degree) - Computer Programming
Montgomery County Community College
Blue Bell, PASkills
- Typing Active Listening
- Microsoft Office Judgment and Decision Making
- Computer Usage Computers and Electronics
- Strong Communication Skills
- Hardware
- Customer relations
- Customer Service
- Customer care
- Databases
- Decision Making
- Electronics
- Listening
- Team collaboration
- Client relationship management
- Data analysis
- Strategic thinking
Certification
Microsoft A+ Certification
References
References available upon request.
Timeline
Tasklist Consultant
Aetna, a CVS Health
09.2021 - Current
Night Shift Supervisor
Wawa
07.2019 - 07.2021
Customer Care Representative
Doctor In The House
04.2018 - 07.2019
Lead Customer Service Associate
Wawa
08.2015 - 07.2021
Warehouse Associate
Walmart
01.2015 - 03.2015
Computer And Tablet Specialist, Operational Lead, Geek Squad Member
Best Buy
08.2011 - 01.2015
Customer Service Specialist, Technology Manager, Home Theater Supervisor
Circuit City
08.2007 - 03.2009
Cashier / Floor Associate,Tech Supervisor
Office Depot
04.2005 - 10.2006
Senior Game Advisor
GameStop
08.2002 - 01.2003
Prepper /Mail Sorter
Prudential Inc | Hatboro Insurance
06.2000 - 04.2001
High School Certification Program for A+ Certification did not complete : Computer -
Abington High School
Some College (No Degree) - Computer Programming
Montgomery County Community College