Brooke Barnhardt

• Manage and coach team of Project Managers, EIT's, Design Techs and Field Service Techs across multiple sites while fostering a positive work environment focused on teamwork and collaboration.
• Reduce customer complaints, proactively addressing issues and implementing effective solutions.
• Assess employee performance to determine training needs and define accurate plans for decreasing process lags.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Collaborate with senior management to improve customer service processes and support structures company-wide.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
• Took ownership of customer issues and followed problems through to resolution.
• Create and enforce SOP's for consistency between multiple locations

• Ensured timely completion of projects through diligent monitoring of progress, proactive risk mitigation, and decisive action when necessary.
• Built solid relationships with clients through regular updates on project status, addressing concerns promptly, and demonstrating understanding of their business needs.
• Reduced project delivery times by optimizing internal processes and removing bottlenecks in project workflow.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Company was sold to Concrete Pipe and Precast in March 2024. My position changes titles to Customer Service Manager with same/similar responsibilities.

Analyzed and reported on key performance metrics to senior management as well as reported plant level issues at great detail

• Introduced new methods, practices, and systems to reduce turnaround time.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Led Safety Committee committing to safety being our number one guiding principle and lowered recordables from previous years
• Reduced overtime and manhours by improving procedures, process and creative production scheduling/shifts
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Served as liaison between inside operations and production, opened communication lines increasing efficiency and reducing costly errors
• Planned, directed and coordinated multiple departments increasing cohesion within facility
• Worked closely with sister company Operations/Plant Manager to align process between locations and maximize North Carolina capacity generating increased revenue and company consistency

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Directed, coached and trained dispatch personnel, billing, production scheduling and yard/loading
• Drove ERP implementation across multiple sites
• Organized and managed design and inventory software changeover
• Managed in house logistics changeover to 3PL and provided cross training
• Implemented and enforced yard re-organization to maximize efficiency and reduce loading times
• Led monthly physical inventory counts and cycle counts increasing visibility and reducing unnecessary production
• Researched customer credit requests and issued when applicable
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• Initially hired for data entry and office support**this included production entry and processing, documenting/tracking shipped inventory, monitoring raw material usage and re-ordering when needed
• Began assisting with billing as a secondary role**this included prepping invoices ensuring PO price matched quoted price and was charged accordingly, verified BOL to invoice, submitted invoice, sent monthly statements to customers, made collection calls as needed
• Transitioned to Dispatch/Logistics Supervisor*grew team of 5 CDL drivers at 12 loads per day to 12 CDL drivers averaging 25 loads per day, maintained fleet of Tractors and trailers keeping maintenance and inspections up tp date, created driver schedule, organized driver routes, implemented ELD systems in all trucks, remained current on NCDOT compliance/regulations and CDL Class A requirements, monitored Hours of Service and adjusted as needed, enforce Safety Requirements and jobsite PPE, provided adequate information to locate jobsite always keeping a current phone contact, developed and maintained relationships improving performance and employee retention

• Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within clinic.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Managed patient registration process, confirming data accuracy and completeness.
• Assisted patients in filling out check-in and payment paperwork.
• Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
• Took copayments and compiled daily financial records.
• Balanced deposits and credit card payments each day.
• Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Maintain and organize surgery schedule and provide discharge instruction
• Assist physicians in Endoscopic procedures