Summary
Overview
Work History
Education
Skills
Affiliations
hobbies
Timeline
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Brooke Mitchke

Brooke Mitchke

Ocean Springs,MS

Summary

Analytical problem-solver with talent for team building skilled at applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated to open communication with cross functional teams that leads to a cooperatively created, cohesive, industry leading, customer experience.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist

Mitchke- Downs Strategies
11.2020 - Current
  • Collaborated with sales all departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
  • Designed customer service training tailored specifically to clients needs based on industry standards, team member capability and data from customers
  • Implemented comprehensive customer service training for management and team members resulting in 25% increase in positive feedback and survey engagement
  • Analyzed industry and business specific customer service trends to discover areas of opportunity and provided actionable feedback to management.
  • Developed customer service policies and procedures to meet and exceed industry service standards and client expectations
  • Held meetings to inform management and employees about updates and changes to customer service policy and standards allowing them to feel supported in their roles

Customer Service Representative

Conduent
11.2022 - 03.2023
  • Handled 60 - 80 customer inquiries and suggestions courteously and professionally daily.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.

Team Lead IOS Over Night Chat

Kelly Connect
11.2014 - 07.2015
  • Directed and supervised team of 32 engaged in customer service and technical support
  • Trained new team members by relaying information on company procedures and safety requirements
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Helped create training and policies that resulted in increase of positive surveys
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Audited team performance and compliance with industry and Apple standards.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Customer Service Representative

Kelly Connect
03.2013 - 11.2014
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled 60-80 customer inquiries and suggestions courteously and professionally daily.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

Bachelor of Arts - Psychology

University of Mississippi
University, MS

Skills

Document and Records Management

  • High-Volume Call Environments
  • Understanding Customer Needs
  • Excellent Written and Oral Communication
  • Microsoft and Mac OS
  • Communications Strategies
  • Customer Service
  • Participant Screening
  • Customer Relationship Management

Affiliations

Civitan International

hobbies

  • Knit
  • Crochet
  • Beta Reader for Indy Authors
  • bike riding
  • book club
  • audio book narration



Timeline

Customer Service Representative

Conduent
11.2022 - 03.2023

Customer Service Specialist

Mitchke- Downs Strategies
11.2020 - Current

Team Lead IOS Over Night Chat

Kelly Connect
11.2014 - 07.2015

Customer Service Representative

Kelly Connect
03.2013 - 11.2014

Bachelor of Arts - Psychology

University of Mississippi

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Brooke Mitchke