Brooke Scott

• Followed through with client requests to resolve problems.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Kept accurate records to document customer service actions and discussions.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Took ownership of customer issues and followed problems through to resolution.
• Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
• Identified and executed opportunities to engage clients.
• Onboarded new clients through established sales and implementation cycle.
• Developed and enhanced relationships with existing customers through excellent customer service and timely follow-up.

• Managing the customer experience through appropriate channels, including outreach, meetings, providing recommendations, crafting of responses after internal alignment, executing client outreach strategies

• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Grew market share by building strong vendor network and customer-oriented retail store and services.
• Leveraged profit opportunities by recruiting top talent and managing brand image to exceed plan performance.
• Supervised staff to optimize brand expansion initiatives and productivity.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
• Managed development of e-learning training materials and activities to enhance learning experiences.
• Trained new hires to perform cross-training exercises with experienced workers.
• Planned, designed, and scheduled phases for large projects.

• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Trained new employees on proper protocols and customer service standards.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Trained and guided team members to maintain high productivity and performance metrics.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Developed strong relationships with clients/customers centered around ensuring their success and business objectives were met and customer sentiment was positive.
• Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Leveraged data and analytics to make informed decisions and drive business improvements.