Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Brooke Stonebanks

Lorton,VA

Summary

Enthusiastic individual with 15+ years of work experience in hospitality, sales, and marketing. Eager to join the IT field and bring my skill in frontend development, and visual design to every project that will be received in the future. With an artistic eye and attention to details, I've already worked on several freelance projects to create unique experiences. This passion is also applied to my investigative skills and admiration in technology, diagnosing problems, and developing solutions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

DHS FEMA
11.2024 - Current
  • Assisted with disaster relief survivors with registration intake.
  • Handled escalated calls efficiently, finding satisfactory resolutions for disaster relief survivors.
  • Exhibited high energy, empathy and professionalism when dealing with survivors.
  • Responded to survivor requests, offering excellent support and tailored recommendations to address needs.
  • Met call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Guest Relations Manager

Never Looked Better
06.2021 - 02.2024
  • Implemented a loyalty program that rewarded repeat guests, contributing to an increase in long-term clientele base.
  • Facilitated clear communication between departments to address any potential issues affecting guest satisfaction before they arose.
  • Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
  • Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
  • Planned and implemented promotional activities to increase customer satisfaction.
  • Oversaw the coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.

Cloud Engineer

Primed Talent UK
01.2023 - 06.2023
  • Optimized system performance for increased scalability and reliability through regular maintenance and updates.
  • Participated in system development life cycle from requirements analysis through system implementation.
  • Managed disaster recovery plans and procedures, enabling rapid system restoration during unexpected outages or failures.
  • Evaluated new cloud technologies and recommended solutions that aligned with organizational goals and objectives.

Event Manager; Bar Manager; Social Media Manager

The Crown and Crow
06.2018 - 02.2020
  • Trained and supervised event staff to complete tasks on time.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Increased client satisfaction by consistently delivering well-executed events within budget constraints.
  • Streamlined event planning processes by implementing efficient project management strategies.
  • Utilized job-related software to create standard guidelines, calendars and budgets for each event.
  • Coordinated florists, photographers, and musicians for events.
  • Developed marketing materials and promotional campaigns to maximize event attendance and visibility.
  • Oversaw logistics for multi-day events, including accommodations, transportation, and scheduling.
  • Implemented innovative event themes and designs to create memorable experiences for attendees.

Bar manager, site tour coordiner, event planner, wedding sales associate

The Loft At 600 F, The National Union Building
05.2017 - 06.2018
  • Managed event logistics and operations.
  • Coordinated schedules and timelines for events.
  • Employed social media platforms effectively to promote upcoming events, reaching a wider audience base.
  • Brainstormed and implemented creative event concepts and themes.
  • Developed creative marketing materials that generated interest and boosted event attendance.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Developed creative themes for events and created related activities to engage attendees.
  • Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
  • Secured high-quality entertainment acts, enhancing attendee enjoyment and generating buzz around events.

Education

AWS Re/Start - Cloud Computing

Amazon Web Services

Comptia Security +

BuildWithin
Washington, DC
09-2024

Comptia A - Computer Science

BuildWithin
09.2023

Digital Marketing -

ChooseU
12.2022

Skills

  • Customer Experience
  • Penetration Testing
  • Cybersecurity best practice implementation
  • Amazon Relational Database Service (RDS)
  • Amazon S3
  • Adobe Creative Suite
  • AWS
  • AWS Lambda
  • AWS Identity and Access Management (AWS IAM)
  • AWS Elastic Beanstalk
  • AWS CloudFormation
  • Networking
  • Kubernetes management

Certification

  • Meta Certified Digital Marketing Associate, Meta, 12/22, 12/24
  • Google Analytics Certification, Google, 12/22, 12/23
  • AWS re/Start Graduate, Amazon Web Services (AWS)
  • AWS Cloud Quest: Cloud Practitioner, Amazon Web Services (AWS)
  • AWS Certified Cloud Practitioner, Amazon Web Services (AWS), 05/23, 05/26

Timeline

Customer Service Representative

DHS FEMA
11.2024 - Current

Cloud Engineer

Primed Talent UK
01.2023 - 06.2023

Guest Relations Manager

Never Looked Better
06.2021 - 02.2024

Event Manager; Bar Manager; Social Media Manager

The Crown and Crow
06.2018 - 02.2020

Bar manager, site tour coordiner, event planner, wedding sales associate

The Loft At 600 F, The National Union Building
05.2017 - 06.2018

Comptia A - Computer Science

BuildWithin

Digital Marketing -

ChooseU

AWS Re/Start - Cloud Computing

Amazon Web Services

Comptia Security +

BuildWithin

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