Brooke Brown
Monroe City,MO
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.
Overview
7
7
years of professional experience
Work History
CSR II
Missouri Higher Education Loan Authority
Columbia, USA
10.2023 - Current
- Receive inbound calls related to borrowers' accounts and patiently explain answers to issues.
- Consistently achieve the highest Center of Excellence metrics and awarded bonuses monthly.
- Implemented process improvements that resulted in improved operational efficiencies.
- Conduct regular meetings with other CSRs to review performance against goals and objectives.
- Place outbound calls to borrowers to resolve delinquency or other concerns.
- Prioritize requests to resolve issues and provide a timeframe for completion.
- Partner with the escalation team to coordinate additional customer needs.
- Provide guidance to customers related to consolidation, lower payment plans, and interest accrual.
- Resolve customer inquiries and complaints in a timely manner.
- Subject Matter Expert for all existing procedures, loan types, and potential savings or forgiveness plans.
- Effectively identify customer needs and provide appropriate solutions.
- Identify key opportunities for increased customer satisfaction and improved experience.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Key Carrier
Dollar General
Linn, USA
03.2023 - 08.2023
- Stock shelves in the designated aisle
- Perform basic math functions to collect payments and make change
- Operate registers, scanners, and credit card/debit card terminals
- Ensure display shelves are neat and organized
- Greet guests
- Restock the change fund and drop off deposits using the bank
- Check-in vendors and freight trucks
Cashier
Walmart
Eureka, USA
05.2020 - 09.2020
- Begin shift at designated cash register, if needed, and collect the cash drawer if at the beginning of the day
- Take bins of return items around the store, putting them back in their place
- If needed, be a counter/greeter at the front of the store to ensure the customer limit is not exceeded due to Covid-19
- Perform basic math functions to collect payments and make change
- Operate registers, scanners, and credit card/debit card terminals
- Ensure display shelves are neat and organized around the designated area
- Stock shelves in the designated aisle, if needed, such as candy and drinks
Retail Cashier
Six Flags
Eureka, USA
04.2018 - 01.2020
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Perform basic math functions to collect payments and make change
- Operate registers, scanners, and credit card/debit card terminals
- Ensure display shelves are neat and organized
- Greet guests
Education
High School Diploma - General studies with emphasis in science
Eureka High School
Eureka, MO05.2021
Associate of Arts - General Studies
St. Louis Community College
Wildwood, MOSkills
- Microsoft Office
- Splunk
- FISERV
- ServiceNow
- JIRA
- Confluence
- Attention to detail
- Account updating
- Call Management
- Inbound and Outbound Calling
- Service standard compliance
- Product Knowledge
- Brand representation
- Support case resolution
- Quality Assurance Controls
- Active Listening
- Prioritization
- Call center procedures
- Engage effectively with others
Hobbies and Interests
- Choir/Singing
- Organizing
- Science/Medicine
- Reading
- Drawing/Coloring
- Diseases/Illnesses
- Domestic Animals
- Environment
References
Available upon request.
Timeline
CSR II
Missouri Higher Education Loan Authority
10.2023 - Current
Key Carrier
Dollar General
03.2023 - 08.2023
Cashier
Walmart
05.2020 - 09.2020
Retail Cashier
Six Flags
04.2018 - 01.2020
High School Diploma - General studies with emphasis in science
Eureka High School
Associate of Arts - General Studies
St. Louis Community College
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