Brooke Parrinello
Winter Haven,FL
Summary
Dedicated, motivated, and passionate professional with demonstrated strengths in customer service, time management, and team building. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
13
13
years of professional experience
Work History
Customer Success ManagerCalldrip
Calldrip
05.2022 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance and increased customer utilization by over 25%
Travel Operations Coordinator
AAA Carolinas
11.2014 - 05.2022
- Planned projects and activities working closely with team managers
- Reviewed operations reports to understand numbers and trends.
- Created environment of teamwork, collaboration, and open communication by empowering employees with relevant training
- Resolved escalated customer concerns and complaints using positive attitude, excellent judgment, and focused solutions
- Coordinated smooth flow of communications via mail, email, and collected messages
- Trained internal teams on procedures, applications, and systems using both classroom and remote training strategies
- Met training demands with classroom, web-based, and one-on-one professional training
- Helped new hires assimilate into workforce and get up to speed on procedures with successful onboarding processes
- Troubleshot and resolved issues on behalf of Salesforce users
- Implemented remote troubleshooting techniques to solve common software and hardware issues.
- Provided direction and guidance to internal teams in order to achieve targets.
- Consulted with internal and external clients to assess travel requirements, document needs and discuss options.
- Verified and finalized arrangements to deliver smooth and efficient travel for customers.
Phone Banker
Wells Fargo
09.2013 - 04.2014
- Helped customers with diverse banking needs, including opening accounts, applying for credit cards, and pursuing loans
- Presented options to clients seeking improved benefits, convenience, and financial results
- Answered numerous inbound calls each day to handle various concerns.
Customer Service Representative
Verizon Wireless
07.2010 - 08.2013
- Handled customer inquiries, billing questions, payments, and service requests
- Documented, researched, and resolved customer service issues
- Discussed promotions and special offers to customers to increase sales
- Managed customer calls efficiently in fast-paced call center environment
- Updated records with all interactions and customers transactions.
Education
Associate of Science - Accounting
Central Piedmont Community College
Charlotte, NC12.2021
Skills
- Customer service
- Training Salesforce
- Account management Customer complaint resolution Performance evaluation
- Written communication Time management Quality assurance oversight
- Conflict management
- Software Troubleshooting
- Troubleshooting
Timeline
Customer Success ManagerCalldrip
Calldrip
05.2022 - Current
Travel Operations Coordinator
AAA Carolinas
11.2014 - 05.2022
Phone Banker
Wells Fargo
09.2013 - 04.2014
Customer Service Representative
Verizon Wireless
07.2010 - 08.2013
Associate of Science - Accounting
Central Piedmont Community College
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