Brooke Downer
Reno,NV
Summary
Dedicated professional with outstanding Customer Service, Time Management, and very Organized. Experience working in challenging environments to provide customer-focused resolutions and feedback. Willing to go above and beyond for customers and my team to make the business succeed.
Overview
6
6
years of professional experience
Work History
Transition Specialist
Nevada PEP
Reno, Nevada
05.2024 - Current
- Provided guidance counseling services related to career exploration options available after high school.
- Supported efforts aimed at increasing access points into postsecondary education systems such as college application assistance programs.
- Attended IEP meetings when necessary to provide input regarding transition planning decisions related to coursework selection, postsecondary goals and plans.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
Resident Assistant/Med Tech/Activities Assistant
Summit Estates Senior Living
Reno, NV
02.2023 - 11.2023
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Answered incoming calls and provided accurate information to Future Residents and Families.
- Resolved customer complaints via phone, email, mail, or social media platforms.
- Kept records of customer interactions and transactions; recording details of inquiries and comments.
Mental Health Technician
Reno Behavioral Healthcare Hospital
Reno, NV
02.2022 - 02.2023
- Provided crisis intervention and de-escalation techniques to help manage patient behavior.
- Engaged clients in therapeutic groups to promote coping skills, education, and life skills.
- Observed and documented changes in patient behavior and reported any significant changes to the clinical team.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
Program Coordinator
Storey County Senior Center
Virginia City, NV
01.2019 - 06.2021
- Provided customer service support for incoming calls and emails.
- Resolved customer issues using problem-solving skills.
- Participated in team meetings to discuss strategies for improving customer experience.
- Responded to customer complaints in a timely manner.
- Managed the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
Housekeeper
American Housekeeping
Reno, Nevada
06.2018 - 12.2018
- Resolved customer complaints promptly and professionally.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Cleaned sinks, floors and mirrors to keep bathrooms sanitized and organized.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
Education
High School Diploma -
Washoe High School
Sparks, NV06-2004
Skills
- Customer consulting
- Training coordination
- Docusign
- Client communication
- Call center procedures
- Report Preparation
- Data entry
- Researching
- Problem resolution
- Customer service
- Call escalation
- Appointment Scheduling
- Inbound and Outbound Calling
- Microsoft Office Suite
Volunteer Experience
- Sparks Pop Warner
- Sierra Youth Football League
Timeline
Transition Specialist
Nevada PEP
05.2024 - Current
Resident Assistant/Med Tech/Activities Assistant
Summit Estates Senior Living
02.2023 - 11.2023
Mental Health Technician
Reno Behavioral Healthcare Hospital
02.2022 - 02.2023
Program Coordinator
Storey County Senior Center
01.2019 - 06.2021
Housekeeper
American Housekeeping
06.2018 - 12.2018
High School Diploma -
Washoe High School
Similar Profiles
Alexandra FieldsAlexandra Fields
Front Desk Customer Service Representative at University of Nevada, Las Vegas & College of Southern NevadaFront Desk Customer Service Representative at University of Nevada, Las Vegas & College of Southern Nevada
Giacomo RandazzoGiacomo Randazzo
Delivery Driver/Cashier at Pep PizzaDelivery Driver/Cashier at Pep Pizza
Johnnie NunezJohnnie Nunez
General Service Technician at Pep Boys Auto Parts & ServiceGeneral Service Technician at Pep Boys Auto Parts & Service
James ToussaintJames Toussaint
Cleaning Service Technician at Cleaning Master ServiceCleaning Service Technician at Cleaning Master Service
Angela DevineAngela Devine
Lead Caterer/Special Events Bartender at Fig Tree CateringLead Caterer/Special Events Bartender at Fig Tree Catering