Brooke McCoy
Odessa,MO
Summary
Proficient in managing high-volume customer interactions while maintaining quality standards. Known for effective problem-solving skills and a commitment to fostering positive client relationships. Passed Certified Billing & Coding Specialist (CBCS) exam on
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Leader
IKEA
Merriam, KS
01.2022 - 05.2024
- Led customer service initiatives to enhance overall satisfaction and loyalty.
- Trained and mentored team members on best practices for efficient problem resolution.
- Implemented process improvements that streamlined customer interactions and reduced wait times.
- Developed training materials to support staff in delivering exceptional service experiences.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Monitored key performance indicators to ensure adherence to service standards and goals.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Reviewed associate performance to identify training needs.
- Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
Customer Service Representative
Lee's Summit Animal Hospital
Lee's Summit, MO
12.2020 - 01.2022
- Resolved customer inquiries through various channels, ensuring timely and effective communication.
- Trained new team members on customer service protocols and systems efficiently.
- Collaborated with cross-functional teams to address complex customer issues promptly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Scheduled appointments for patients
- Took payment for services rendered
- Collected past due payments
Dog Trainer
Pet Smart
Independence, MO
05.2013 - 11.2020
- Worked in the Pet Hotel in Springfield, MO as an overnight caretaker for the dogs as well as a Daycare associate before transferring to Independence.
- Trained dogs using positive reinforcement techniques to enhance obedience and behavior.
- Developed customized training programs tailored to individual dog needs and owner goals.
- Evaluated dog behavior and implemented adjustments to training methods for improved outcomes.
- Conducted group training classes, fostering socialization among dogs and promoting owner engagement.
- Worked in the Grooming Salon to gain skills in grooming
Education
High School Diploma -
Sparta High School
Sparta, MO05-2012
Skills
- Customer service excellence
- Cash handling
- Customer relations
- Team management
- Medical terminology expertise
- Medical coding certification
- Insurance verification
- Payment processing
- Policy enforcement
- ICD-10 proficiency
Certification
- CBCS - Certified Billing and Coding Specialist
Timeline
Customer Service Leader
IKEA
01.2022 - 05.2024
Customer Service Representative
Lee's Summit Animal Hospital
12.2020 - 01.2022
Dog Trainer
Pet Smart
05.2013 - 11.2020
High School Diploma -
Sparta High School