Brooke Bradshaw
Orem,UT
Summary
I am a hard worker who is adaptable to changing environments. I am open to learning anything needed to complete a task. I am looking for a long-term job that offers a chance to build a career and will help build a positive environment.
Overview
8
8
years of professional experience
Work History
Customer service agent and then supervisor
Bright Planet Solar
Provo, Utah
05.2022 - Current
- Directed and supervised team of 10+ employees in daily operations, ensuring productivity and identifying areas of improvement.
- Helped develop and implement operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Conducted weekly meetings with team members to keep the team up to date on any changes.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Reviewed reports from subordinate staff members before submitting them to senior management.
- Collaborated with other departments to coordinate workflow processes between teams.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Responded to customer questions regarding products, prices and availability.
- Implemented new operational procedures, increasing efficiency.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Resolved complaints and issues promptly, ensuring satisfaction and loyalty.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Maintained positive working relationship with fellow staff and management.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Advised customers on purchasing decisions based on their individual needs.
- Identified opportunities to improve customer service processes and procedures.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Created reports detailing customer interactions for management review.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Attended training sessions regularly to stay current on new products or services.
- Answered incoming calls promptly and professionally within company standards.
- Provided technical support over the phone when needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Spanish Fork Estate Supervisor
Reed Call Estate
Spanish Fork, UT
04.2019 - 08.2022
- Established and enforced clear goals to keep employees working collaboratively.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Remained calm in stressful circumstances and effectively diffused situations.
- Treated associates with fairness and respect, providing recognition of accomplishments.
- Worked in many different types of weather conditions and unique environments by doing outdoor labor lifting and moving heavy objects and furniture.
- Gained some experience in managing a small group of employees.
Seasonal Retail Worker
Honey Baked Ham and Cafe
Orem, UT
12.2017 - 04.2018
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Assisted in ringing up sales at registers and bagging merchandise.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Helped customers by answering questions and locating merchandise.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Help customers load purchased equipment when necessary.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
Education
High School Diploma -
Mountain View Highschool
Orem, UT05-2019
Some College (No Degree) - Undetermined
Utah Valley University
Orem, UTSkills
- Goal-oriented
- Attention to detail
- Organized
- Friendly
- Open to learning
- Positive attitude
- Working collaboratively
- Teamwork
- Retail sales
- Customer assistance
- Reliable
- Trustworthy
- Flexible
- Adaptable
- Hard worker
- Loyal
- Patient
- Listen to Instructions
- Communication
- Lifting and Moving heavy objects
Timeline
Customer service agent and then supervisor
Bright Planet Solar
05.2022 - Current
Spanish Fork Estate Supervisor
Reed Call Estate
04.2019 - 08.2022
Seasonal Retail Worker
Honey Baked Ham and Cafe
12.2017 - 04.2018
High School Diploma -
Mountain View Highschool
Some College (No Degree) - Undetermined
Utah Valley University