Brooke Broussard
Houston
Summary
Dynamic professional with a proven track record at Graham Management, excelling in customer service and team leadership. Adept at streamlining operations and enhancing client relationships, resulting in increased loyalty and repeat business. Skilled in decision-making and conflict resolution, driving effective solutions that elevate service standards and operational efficiency.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
11
11
years of professional experience
Work History
Onsite Manager
Graham Management
04.2025 - Current
- Streamlined onsite operations for increased efficiency, implementing new processes and organizational systems.
- Demonstrated adaptability by managing multiple projects concurrently while maintaining superior performance levels across all jobsites.
- Conducted regular site inspections to ensure compliance with regulatory requirements and company standards.
- Negotiated contracts with vendors and subcontractors, resulting in favorable terms that benefited both parties involved.
- Developed strong relationships with clients, resulting in repeat business and excellent referrals.
- Assisted in budget planning and financial forecasting for projects, contributing to cost-effective decisionmaking.
- Managed daily onsite activities, ensuring quality workmanship and adherence to safety protocols.
Team Leader
Texas Children Hospital
01.2023 - 04.2025
- Coordinated team schedules to optimize workflow and enhance patient care delivery.
- Supervised daily operations, ensuring adherence to safety protocols and quality standards.
- Collaborated with interdisciplinary teams to address patient needs effectively and improve service outcomes.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
Retention Supervisor
Charter Spectrum
04.2018 - 01.2023
- Led retention initiatives to reduce customer churn through targeted engagement strategies.
- Analyzed customer feedback to identify trends and implement service improvements.
- Collaborated with cross-functional teams to align retention goals with business objectives.
- Oversaw daily operations, ensuring adherence to company policies and service standards.
- Optimized the use of CRM tools to better track customer interactions, leading to more informed decision-making processes.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Implemented process improvements that streamlined case management and improved response times for customer inquiries.
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Evaluated current customer retention strategies and recommended improvements.
- Advocated for staff members, helping to identify and resolve conflicts.
Service Experience Manager
Nordstrom
11.2014 - 02.2018
- Led service initiatives to enhance customer satisfaction and loyalty across all departments.
- Analyzed customer feedback and implemented strategies for continuous improvement in service experience.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Championed a culture of excellence within the department by setting high expectations for staff performance and providing constructive coaching where needed.
- Collaborated closely with sales teams to ensure seamless handovers of clients from acquisition stages through ongoing account management activities.
- Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
Associate of Science - Information Technology
Southern New Hampshire University
Hooksett, NH05-2026
Skills
- Customer service
- Attention to detail
- Excellent communication
- Team leadership
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Customer relations
- Professional and courteous
- Conflict resolution
Timeline
Onsite Manager
Graham Management
04.2025 - Current
Team Leader
Texas Children Hospital
01.2023 - 04.2025
Retention Supervisor
Charter Spectrum
04.2018 - 01.2023
Service Experience Manager
Nordstrom
11.2014 - 02.2018
Associate of Science - Information Technology
Southern New Hampshire University