Summary
Overview
Work History
Education
Skills
Timeline
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Brooke Glass

Carencro,La

Summary

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

12
12
years of professional experience

Work History

Customer Experience Specialist

Teleperformance USA
Carencro, LA
12.2021 - Current
  • Collaborated with cross-functional teams to improve overall customer experience.
  • Developed training materials related to customer service best practices.
  • Managed customer service databases, ensuring accurate and up-to-date information.
  • Managed time efficiently to respond to customer inquiries in a timely manner.
  • Escalated complex customer issues to higher management for resolution.
  • Trained new customer service staff on best practices and company policies.
  • Maintained confidentiality of customer information in compliance with privacy regulations.
  • Participated in cross-functional meetings to discuss customer experience strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Updated databases with new and modified customer data.

In-Home Caregiver

Total Home Care
Carencro, La
10.2012 - 08.2020
  • Documented records of in-home activities and observations of clients' conditions
  • Implemented special techniques, utensils, and equipment for personal hygiene needs
  • Helped home-bound individuals maintain dignity by assisting with personal hygiene and care needs
  • Protected clients during transfers between seating, beds, and wheelchairs
  • Maintained clean home environment, changing linens, washing laundry and cleaning spaces
  • Encouraged patient independence with caring support for personal hygiene and mobility needs
  • Kept spaces clean and inviting with regular cleaning, trash removal, and laundry assistance

In-Home Caregiver

Golden Rule
Breaux Bridge, La
09.2013 - 09.2015
  • Documented records of in-home activities and observations of clients' conditions
  • Implemented special techniques, utensils, and equipment for personal hygiene needs
  • Helped home-bound individuals maintain dignity by assisting with personal hygiene and care needs
  • Protected clients during transfers between seating, beds, and wheelchairs
  • Maintained clean home environment, changing linens, washing laundry and cleaning spaces
  • Encouraged patient independence with caring support for personal hygiene and mobility needs
  • Prepared balanced, healthy meals and snacks for clients
  • Kept spaces clean and inviting with regular cleaning, trash removal, and laundry assistance

Education

Surgical Technologist -

Louisiana State University At Eunice
Eunice, La
05-2022

Medical Coding and Billing -

Acadiana Area Career College
Lafayette, La
03.2010

High School Diploma -

Northside High School
Lafayette, La
05.2009

Skills

  • Documentation and recordkeeping
  • Personalized care
  • Condition monitoring
  • ADL support
  • Safety monitoring
  • Wound care
  • Client Advocacy
  • Data Management
  • Teamwork and Collaboration
  • Computer Skills
  • Billing and Adjustments and Refunds
  • Quality Assurance Controls

Timeline

Customer Experience Specialist

Teleperformance USA
12.2021 - Current

In-Home Caregiver

Golden Rule
09.2013 - 09.2015

In-Home Caregiver

Total Home Care
10.2012 - 08.2020

Surgical Technologist -

Louisiana State University At Eunice

Medical Coding and Billing -

Acadiana Area Career College

High School Diploma -

Northside High School

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Brooke Glass