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
Ocean Springs, MS
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
Remote
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
Remote
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
Remote
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, MSSkills
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