Summary
Overview
Work History
Education
Skills
Certification
Assessments
Personal Information
Timeline
Generic

Brooke Caron

Derry,NH

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Unitil
09.2023 - Current
  • Positions held at Unitil include Arears Management Program Coordinator and Customer Service Representative.
  • A majority of time in these positions managing customer accounts and scheduling appointments with customers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Managed approximately 30-50 incoming calls per day from customers.

Front Desk Clerk

NORTHERN ARIZONA RADIOLOGY
03.2023 - 06.2023
  • Duties consisted of checking in patients with appointments, scheduling appointments, asking patients for health related information and answering any questions patients had about their care.
  • I scheduled appointments here, reached out to providers for more information and maintain patient retention with excellent customer service as well as deescalated calls and patients.
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.

Project Assistant

Community Action Program (NHERAP)
04.2022 - 09.2022
  • I spent my time here contacting clients and their landlords for information to determine eligibility
  • Maintaining information of clients in Excel to ensure organization and ease of access for my colleagues
  • Routinely adapted to change of policies and regulations of local government and the New Hampshire Housing Authority.
  • Completed multiple tasks simultaneously to optimize project completion.
  • Maintained a high level of accuracy in all project documentation, ensuring consistency and clarity throughout the lifecycle of projects.
  • Enhanced team communication by organizing and maintaining accurate documentation of meeting notes, action items, and followups.
  • Maintained a well-organized document repository for easy access to vital information during the lifecycle of projects.

Guest Service Representative

Red Roof Inns, Inc.
11.2020 - 03.2022
  • In my time in this position I ran two night audits a week as well as two second shifts a week
  • I managed the audit in between checking in guests with a friendly and welcoming demeanor
  • Whilst taking payment running through paper work with them and answering all the questions they hade for me
  • I made sure that they are taken care of first and foremost
  • I exercised my computer skills here and managed paper work.
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.

Front Desk Clerk

The Zoo Health Club
07.2020 - 11.2021
  • I welcome customers while in this position as well as answer the phone inquiries and pass on messages to management
  • I also take care of customer questions and direct customers to sales if need be
  • My other duties include managing cleanliness throughout the health center.
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Customer Service Representative

Callogix
12.2019 - 05.2020
  • I maintained large call volumes as well as explained and answered many questions about Health Insurance policies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Sales Associate

GNC
10.2019 - 12.2019
  • I help people find exactly what they need for their health while saving them money by providing information on our newest products and memberships.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.

Attendant

Sunoco Gas Station
11.2018 - 11.2019
  • I maintained a clean environment for customers to shop as well as helped them find what they needed.
  • Kept facilities clean, neat, and organized to give areas professional and fresh appeal.
  • Collaborated with team members to improve overall service quality and guest experience.
  • Provided excellent customer service to guests by promptly responding to inquiries and requests.
  • Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.

Cashier/Customer Service

Home Depot
03.2017 - 11.2018
  • Helping customers in any way I possibly could, from cashing them out to helping them load their purchases into their vehicles.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Customer Service Call Associate

CJ Siding and Windows
05.2016 - 08.2017
  • Taking calls and played a role in getting people the answers they needed to receive the right jobs for their homes at reasonable prices
  • Creating customer appointments and made sure to provide if not locate accurate information for any and all customer questions.

Education

High school in General -

Pinkerton Academy
Derry, NH
06.2018

Skills

  • Customer Service (6 years)
  • Microsoft Office (4 years)
  • Administrative Experience (3 years)
  • Front Desk (2 years)
  • Computer Skills (6 years)
  • Windows 7-11
  • Office experience
  • Communication skills
  • Time management
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Problem Resolution
  • Computer Proficiency
  • Customer Relations
  • Customer Service

Certification

  • Driver's License, 11/01/18 - Present

Assessments

  • Legal skills, Proficient, 08/01/24, Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
  • Customer focus & orientation, Proficient, 08/01/21, Responding to customer situations with sensitivity
  • Attention to detail, Proficient, 08/01/24, Identifying differences in materials, following instructions, and detecting details among distracting information
  • Work style: Reliability, Proficient, 03/01/22, Tendency to be reliable, dependable, and act with integrity at work
  • Customer service, Proficient, 07/01/21, Identifying and resolving common customer issues
  • Call center customer service, Proficient, 03/01/22, Demonstrating customer service skills in a call center setting
  • Administrative assistant/receptionist, Proficient, 08/01/21, Using basic scheduling and organizational skills in an office setting
  • Spreadsheets with Microsoft Excel, Proficient, 03/01/22, Knowledge of various Microsoft Excel features, functions, and formulas
  • Scheduling, Proficient, 09/01/24, Cross-referencing agendas and itineraries to avoid scheduling conflicts
  • Filing & organization, Proficient, 09/01/24, Arranging and managing information or materials using a set of rules
  • Management & leadership skills: Impact & influence, Proficient, 09/01/24, Choosing the most effective strategy to inspire and influence others to meet business objectives

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Customer Service Representative

Unitil
09.2023 - Current

Front Desk Clerk

NORTHERN ARIZONA RADIOLOGY
03.2023 - 06.2023

Project Assistant

Community Action Program (NHERAP)
04.2022 - 09.2022

Guest Service Representative

Red Roof Inns, Inc.
11.2020 - 03.2022

Front Desk Clerk

The Zoo Health Club
07.2020 - 11.2021

Customer Service Representative

Callogix
12.2019 - 05.2020

Sales Associate

GNC
10.2019 - 12.2019

Attendant

Sunoco Gas Station
11.2018 - 11.2019

Cashier/Customer Service

Home Depot
03.2017 - 11.2018

Customer Service Call Associate

CJ Siding and Windows
05.2016 - 08.2017

High school in General -

Pinkerton Academy

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Brooke Caron