Brooke Hodnett
Danville,VA
Summary
Professional contact center expert prepared to excel in customer support roles. Skilled in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction. Strong focus on team collaboration, adaptability, and achieving consistent results. Known for communication skills, problem-solving abilities, and professional demeanor under pressure.
Overview
8
8
years of professional experience
Work History
Contact Center Specialist II
ValleyStar Credit Union
Danville, VA
08.2024 - Current
- Managed high-volume customer inquiries, ensuring timely and accurate responses.
- Trained new team members on protocols and system usage to enhance service quality.
- Implemented process improvements that streamlined call handling procedures and reduced wait times.
- Analyzed customer feedback to identify trends and enhance service delivery strategies.
- Led initiatives to optimize workflow efficiency, resulting in improved team performance metrics.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Processed loan applications from submission to funding, ensuring compliance with internal guidelines and regulations.
- Reviewed financial documents for accuracy, verifying income, assets, and credit history to assess borrower eligibility.
- Coordinated with underwriters and borrowers to resolve outstanding issues, expediting approval timelines.
- Facilitated opening of new online accounts to enhance customer access.
- Facilitated online banking support services to enhance customer experience.
- Facilitated cross-referral of products and services to enhance client offerings.
Member Solutions Representative
ValleyStar Credit Union
Martinsville, VA
02.2024 - 08.2024
- Oversaw management of delinquent accounts to enhance financial recovery efforts.
- Processed payments efficiently to support financial operations. Assisted in maintaining accurate records of transactions. Collaborated with team members to resolve payment discrepancies.
- Managed reconciliation and maintenance of general ledgers.
- Facilitated payment arrangement processes to ensure timely transactions.
- Identified and recommended accounts for repossession and foreclosure processes.
- Conducted outbound calls to assist members with inquiries and support needs. Helped resolve issues and provide information to enhance member satisfaction.
Contact Specialist
ValleyStar Credit Union
Danville, VA
09.2022 - 02.2024
- Facilitated retrieval and verification of account information.
- Executed financial transactions with precision and accuracy.
- Executed account closure procedures to ensure compliance with company policies.
- Delivered comprehensive product and service information to enhance customer understanding.
- Assisted members with inquiries and service requests. Provided support in resolving issues and enhancing member satisfaction. Facilitated communication between members and service teams.
- Facilitated management of debit and credit card transactions.
Assembler
Morgan Olson
Danville, VA
09.2021 - 08.2022
- Demonstrated ability to manage multiple tasks simultaneously with efficiency.
- Assisted in assembling durable components and subcomponents using hand and power tools. Fostered positive relationships with team members and stakeholders.
- Led assembly of components independently, ensuring quality and efficiency.
- Executed shipment processing to surpass project milestones.
- Put hazardous materials in properly marked Social perceptiveness containers to avoid injuries or contamination.
- Oversaw point of sale operations to ensure efficient transaction processing.
- Removed rough spots to enhance parts alignment and improve finishes.
- Followed outlined specifications to implement assembly plans.
Pharmacy Technician
Walgreens
Graham, NC
09.2019 - 01.2021
- Facilitated patient communication to gather prescription details and medical histories.
- Audited patient data and billing information to identify and rectify discrepancies caused by system errors.
- Facilitated consultations with insurance company representatives to streamline claims processing.
- Resolved customer inquiries in-person and via telephone by facilitating order placements, navigating systems, and locating products.
- Administered medication counting, measuring, and compounding in accordance with established protocols.
- Supported pharmacist by efficiently filling prescriptions and addressing patient inquiries regarding medications.
Agent
Faneuil
South Boston, VA
01.2019 - 09.2019
- Facilitated client communication regarding account service statements and balances.
- Delivered primary customer support to internal and external stakeholders.
- Exhibited exceptional attention to detail while organizing and managing multiple tasks and projects concurrently.
- Facilitated high-volume customer interactions daily, ensuring satisfaction and positive experiences.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Resolved customer account discrepancies and concerns to enhance client satisfaction.
- Adapted to new applications and maintained knowledge of current technologies.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Sales Associate
Family Dollar
Gretna, VA
08.2018 - 01.2019
- Cultivated customer relationships to enhance loyalty and satisfaction.
- Priced and tagged merchandise, ensuring readiness for sales floor placement.
- Identified and promoted accessories and complementary purchases to enhance revenue streams.
- Assisted customers in product location and verified merchandise availability across store systems.
- Ensured customer satisfaction through efficient and professional management of product returns.
- Executed accurate processing of POS transactions, ensuring timely return of coin currency, payment cards, and receipts to customers.
- Enhanced sales performance by providing expert product advice and promoting complementary items.
- Facilitated training and development of new hires in company processes, product knowledge, customer service, and selling techniques.
Education
Bachelor's Degree - Healthcare Administration
Radford University Carilion
Roanoke, VA05.2022
High School Diploma - undefined
Chatham High School
Chatham, VA05.2018
Skills
Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
Demonstrated exceptional verbal and written communication skills to facilitate effective collaboration
Assisted customers in identifying additional products to enhance their purchases Supported sales team in promoting complementary items to increase overall sales Facilitated customer engagement to encourage repeat business
Assisted in analyzing sales patterns to identify growth opportunities Supported team efforts in tracking market trends and customer preferences Contributed to the development of strategies aimed at enhancing sales performance
Executed cash handling procedures to ensure accurate financial transactions
Executed problem-solving strategies to identify and resolve operational challenges
Assisted in typing documents and reports for team projects Supported colleagues by transcribing meeting notes and correspondence Contributed to efficient communication through accurate data entry
Assisted visitors with check-in and check-out processes Provided information about hotel services and local attractions Supported team members in maintaining a clean and organized front desk area
Optimized scheduling and prioritization to enhance productivity
Assisted in managing electronic medical record systems to streamline patient data access Supported healthcare teams in utilizing EMR systems for improved patient care Contributed to training staff on EMR functionalities to enhance operational efficiency
Cultivated comprehensive office experience through diverse administrative tasks
Timeline
Contact Center Specialist II
ValleyStar Credit Union
08.2024 - Current
Member Solutions Representative
ValleyStar Credit Union
02.2024 - 08.2024
Contact Specialist
ValleyStar Credit Union
09.2022 - 02.2024
Assembler
Morgan Olson
09.2021 - 08.2022
Pharmacy Technician
Walgreens
09.2019 - 01.2021
Agent
Faneuil
01.2019 - 09.2019
Sales Associate
Family Dollar
08.2018 - 01.2019
High School Diploma - undefined
Chatham High School
Bachelor's Degree - Healthcare Administration
Radford University Carilion