Summary
Overview
Work History
Education
Skills
Timeline
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Brooke Sexton

Saint Albans,WV

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

City National Bank
03.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.

Driver/Customer Service Representative

Fedex
07.2020 - 03.2023
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Enhanced vehicle longevity with regular maintenance checks and repairs as needed.
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.
  • Ensured timely deliveries by strictly following routes, using GPS navigation systems, and staying updated on road conditions.
  • Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.
  • Reduced fuel consumption through strategic route planning and efficient driving techniques.
  • Maintained accurate delivery records, ensuring all packages were accounted for and delivered to the correct recipients.
  • Demonstrated strong knowledge of geography and local roads for optimal route selection.

Waitress/Restaurant Floor Manager

Logan's Restaurant
02.2015 - 07.2020
  • Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
  • Streamlined order processing for increased efficiency through clear communication with kitchen staff.
  • Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
  • Managed high volume of customers during peak hours, maintaining prompt and efficient service.
  • Collaborated with team members to ensure seamless guest experiences and resolve any issues promptly.
  • Assisted in training new waitstaff, sharing best practices and improving overall team performance.
  • Set up banquet events according to specific client requirements, ensuring a successful event experience for all attendees.
  • Participated in monthly inventory checks, helping management maintain adequate stock levels and reduce waste costs.
  • Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.
  • Collaborated closely with bartenders to fulfill beverage orders accurately while managing patron expectations efficiently.
  • Streamlined order accuracy by effectively communicating with kitchen staff, resulting in fewer returned dishes.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

Education

High School Diploma -

Saint Alban's High School
Saint Albans, WV
05.2016

Skills

  • Paperwork Processing
  • Complaint Resolution
  • Data Collection
  • Report Generation
  • Data Entry
  • Appointment Scheduling
  • Product Knowledge
  • Account Updating
  • Consultative Sales
  • Customer Relationship Management (CRM)
  • Conflict Resolution
  • Account Management
  • Route Management
  • Office Equipment Proficiency
  • Problem-Solving Abilities

Timeline

Customer Service Representative

City National Bank
03.2023 - Current

Driver/Customer Service Representative

Fedex
07.2020 - 03.2023

Waitress/Restaurant Floor Manager

Logan's Restaurant
02.2015 - 07.2020

High School Diploma -

Saint Alban's High School

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Brooke Sexton