Brooke Dudero
Pooler,United States
Summary
Results-oriented Customer Service Specialist offering more than a decade of expertise in consultative sales and high-quality client support within the consumer goods industry. Excelled in retail and call center settings by leveraging extensive knowledge of household appliances, furniture, and home goods — including delivery and installation — to drive sales and resolve inquiries efficiently. Skilled in MS Office and online platforms to qualify leads, provide personalized recommendations, and support revenue objectives with a strong commitment to outstanding customer service.
Overview
22
22
years of professional experience
Work History
Remote Customer Service Specialist
HSNi
10.2025 - Current
- Inbound Support: Handle a high volume of customer inquiries, including placing orders, tracking shipments, and processing returns.
- Sales & Service: Promote additional products and upsell during customer interactions.
- Account Management: Assist with customer accounts, analyze account data, and process payments.
- Problem Resolution: De-escalate complex issues and solve customer problems.
- Systems Management: Navigate multiple systems and software simultaneously to provide accurate information.
Software / Product Testing
uTest
06.2024 - Current
- Executed comprehensive functional and UX testing, leading to substantial improvements in user satisfaction and software reliability.
Virtual Support Agent
ACD Direct
04.2023 - Current
- Facilitated inbound calls to qualify customers, providing tailored suggestions and warm-transferring to appropriate teams, contributing to sales goals.
- Converted on-hold orders to active sales using empathetic communication and product knowledge, achieving high customer satisfaction rates.
- Utilized digital tools to streamline order resolution and inform customers of promotions, supporting virtual sales processes.
Data Annotation
Stellar AI
10.2022 - Current
- Analyze AI text, provide improvement feedback.
- Select optimal AI responses, Create diverse AI prompts.
- Evaluated AI-generated text for clarity and relevance, leading to enhanced model performance and increased user satisfaction.
General Manager
Buddy's Home Furnishings
10.2014 - 01.2020
- Led consultative selling of kitchen appliances and home goods, driving substantial revenue growth through product expertise and customer relationship building.
- Managed ordering, delivery, and installation processes for 50+ monthly appliance transactions, coordinating with vendors and stores to expedite timelines and ensure customer satisfaction.
- Trained a 6-9 member team on sales techniques and installation procedures, boosting store performance and fostering partnerships with local businesses.
Assistant Manager
Rent 2 Own
02.2008 - 10.2013
- Conducted consultative sales of home appliances, furniture, and household goods, resolving customer inquiries and exceeding year-end goals, earning Account Manager of the Year nominee 2009-2011, and Assistant Manager of the Year nominee 2012.
- Oversaw ordering, merchandising, and sales, providing delivery and installation support and follow-up with vendors to ensure seamless customer projects.
- Handled complaints and negotiated solutions, building trust and driving repeat business in a specialty retail environment.
Accounts Payable
Second Chance Credit
01.2004 - 01.2007
- Processed invoices using MS Office, ensuring timely payments and improving cash flow.
Education
Associate of Applied Science - Business Management
Southern New Hampshire University
Hooksett, NH05-2023
Skills
- Retail Store Management
- Remote Collaboration
- Call Center Experience
- Digital Technology
- Adaptability
- Critical Thinking
- Communication
- Sales
- Empathy
- Detail Oriented
- Time Management
- Account Management
Timeline
Remote Customer Service Specialist
HSNi
10.2025 - Current
Software / Product Testing
uTest
06.2024 - Current
Virtual Support Agent
ACD Direct
04.2023 - Current
Data Annotation
Stellar AI
10.2022 - Current
General Manager
Buddy's Home Furnishings
10.2014 - 01.2020
Assistant Manager
Rent 2 Own
02.2008 - 10.2013
Accounts Payable
Second Chance Credit
01.2004 - 01.2007
Associate of Applied Science - Business Management
Southern New Hampshire University