Brandy Brooks
Portage,Oregon
Summary
Enterprising project manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
8
8
years of professional experience
Work History
PMO Regional Manager
EagleView Technologies Inc.
11.2021 - 08.2023
- Co-lead team of 10 project managers, including hiring and training
- Worked with internal teams from various departments to define, prioritize, and develop region’s projects
- Collaborated with vendors and external business partners to ensure adherence to project timelines
- Participated in weekly status meetings on region’s risks to project deadlines
- Drafted and streamlined existing project management office policies and processes
- Created and maintained department documentation
- Contributed technical support to internal and external stakeholders
Project Manager
EagleView Technologies Inc.
04.2019 - 11.2021
- Managed projects for stakeholders across various industries 100+ completed projects per year
- Project tracking using Smartsheet, Salesforce, and CloudCoach
- Performed tasks central to project progress such as scheduling, budgeting and resource management
- Managed flow of project details and deadlines with internal and external stakeholders
- Problem solved using creative solutions to proactively prevent project blockers
- Directly worked with customers to set priorities and delivery timelines
- Tracked project health through direct review of vendor and internal partner milestones
- Reviewed and provided edit suggestions to meet company’s quality guidelines
- Provided weekly status updates to manager
- Managed project concerns and inquiries post-delivery
Customer Service Supervisor
EagleView Technologies Inc.
08.2017 - 03.2019
- Managed and supported 30+ agents in maintaining efficient customer-centric service
- Stayed current on processes and tools to ensure consistent department workflow
- Collected stats and metrics to support performance reviews and coaching
- Prepared and presented training material to department
- Addressed critical customer issues with personalized attention
Customer Service Senior Representative
EagleView Technologies Inc.
11.2016 - 08.2017
- Engaged over 50 clients per day over phone to answer questions and address complaints
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Resolved customer service issues using company processes and policies and provided updates to customers
- Resolved concerns with products or services to help with retention and drive sales
- Researched and rapidly resolved client conflicts to maintain key accounts
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
Customer Service Representative
EagleView Technologies Inc.
08.2015 - 11.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Geography/GIS
University of Southern Mississippi
Hattiesburg, MS2012
Associate of Science - General Studies
Southwest Mississippi Community College
Summit, MS2009
Skills
- Experience coordinating complex teams and project schedules
- Managerial experience
- Comfortable learning/interacting with new procedures and technologies
- Able to handle broad range of tasks simultaneously and with urgency
- Strong organizational skills and self motivated, with strong professional communication skills
- Works well independently and with teams
- Proficient in broad range of software, including Windows 10, MS Office, SharePoint, Smartsheet, Miro, Jira, SalesForce, and CloudCoach
Timeline
PMO Regional Manager
EagleView Technologies Inc.
11.2021 - 08.2023
Project Manager
EagleView Technologies Inc.
04.2019 - 11.2021
Customer Service Supervisor
EagleView Technologies Inc.
08.2017 - 03.2019
Customer Service Senior Representative
EagleView Technologies Inc.
11.2016 - 08.2017
Customer Service Representative
EagleView Technologies Inc.
08.2015 - 11.2016
Bachelor of Science - Geography/GIS
University of Southern Mississippi
Associate of Science - General Studies
Southwest Mississippi Community College
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