BROOKE MOORE
Gainesville
Summary
Detail-oriented and results-driven Quality Assurance Analyst with proven expertise in call auditing, coaching, and process improvement in high-volume call center environments. Skilled at generating and presenting quality reports and providing constructive feedback to ensure compliance with performance standards.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Pronto BPO, (Rentokil -Terminix)
2024 - Current
- Monitor and evaluate over 500 recorded customer service, sales, and retention calls per month, identifying compliance issues and providing coaching and constructive feedback to team members.
- Taught myself to build Five9 reports and created custom reports for the quality team to audit retention and customer service calls, reducing auditing time by 28%.
- Host monthly calibration sessions with the client, consistently remaining within 5% of their grading.
- Deliver constructive feedback to team leads and agents, improving customer satisfaction and increasing first-call resolution rates. Managed escalated customer issues to ensure prompt resolution and compliance with performance standards.
- Identify performance trends and contribute to training improvements and process optimizations, supporting operational efficiency and adherence to service level agreements.
Dispatcher / Accounts Receivable Clerk
Servpro of Denton, Denton, TX
01.2023 - 01.2024
- Coordinated dispatch for 200+ emergency restoration jobs per month, optimizing technician schedules to achieve a 92% on-time arrival rate and reduced response time.
- Monitored and managed vehicle tracking, coordinated maintenance schedules, and documented all service records, optimizing fleet efficiency and compliance.
- Recovered nearly 100% of delinquent accounts through strategic outreach and negotiation, eliminating the need for third-party collection services.
Retention Specialist
Asurion Insurance Services (Verizon)
11.2022 - 08.2023
- Resolved billing and service inquiries for 100+ customers daily, including escalation management for complex cases.
- Retained over 60% of customers through proactive negotiations and tailored offers, reducing monthly churn in a high-volume call center environment.
- Consistently achieved top 5% performance in combined metrics, including 98% schedule adherence, 95%+ QA scores, and 60%+ retention success.
Customer Service - Temp
Omaha Steaks
2022 - 2023
- Handled a high volume of inbound customer calls in a fast-paced, remote environment
- Assisted customers with placing orders, tracking shipments, and resolving product or service inquiries
- Utilized persuasive communication skills to upsell products and meet/exceed daily sales targets
- Maintained accurate records of customer interactions using CRM systems and order entry software
- Provided personalized service to ensure customer satisfaction and repeat business
- Demonstrated strong multitasking abilities while navigating multiple systems and maintaining a positive customer experience
Food Truck Manager
Cheez'N
2021 - 2023
- Managed daily operations of food truck, ensuring efficient service delivery.
- Supervised staff, providing training and support to enhance performance.
- Developed menu offerings based on customer feedback
- Maintained compliance with health regulations and safety standards consistently.
- Established strong customer relationships, enhancing loyalty and repeat business.
- Implemented inventory management practices to reduce waste and optimize supply chain.
Education
Certification - Dental Assisting
ATI Career Training Center
Dallas, TXSkills
- Remote work experience
- Report/ Data analysis
- Root-cause analysis
- Call auditing
- Google Workspace
- Microsoft Office (Excel, Word, Outlook)
- CRM systems
- Five9 Reports
- Verint Reports
- PestPac
- Process improvement
- Collaboration and communication
- Meticulous attention to detail
- Critical thinking
- Time management
- Mentoring and training
- Coaching and constructive feedback
Certification
Five9 Platform Training (Self-Paced) – Completed 2025-06
Timeline
Dispatcher / Accounts Receivable Clerk
Servpro of Denton, Denton, TX
01.2023 - 01.2024
Retention Specialist
Asurion Insurance Services (Verizon)
11.2022 - 08.2023
Quality Assurance Analyst
Pronto BPO, (Rentokil -Terminix)
2024 - Current
Customer Service - Temp
Omaha Steaks
2022 - 2023
Food Truck Manager
Cheez'N
2021 - 2023
Certification - Dental Assisting
ATI Career Training Center