Sharp and energetic professional able to gather, model and utilize key data for diverse projects. Computer savvy and able to learn new programs quickly. Motivated professional who thrives in an individual or team-oriented setting. Effectively communicates with members of the legal department, clients and courtroom personnel. Hardworking and organized bringing multiple years of experience. Highly proficient in summarizing and clarifying regulations to promote compliance within and across departments. Strengths include legal research, time management and trial preparation.
Hi, I’m
Brooke Toney
Richmond
Summary
Overview
21
years of professional experience
1
Certification
Work History
University Instructors LLC
English Tutor
09.2024 - Current
Job overview
- Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
- Improved students' written and verbal English skills through personalized learning programs.
- Taught students study techniques and strategies for succeeding on grammar and composition tests.
- Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
The Landing
Host/Concierge Staff Member
10.2020 - 09.2024
Job overview
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Provides each guest with resources to get what is needed in a timely manner.
- Assist with check-in and accomodation to enhance stays.
- Established and maintained clean and comfortable environments in [Type] buildings by vacuuming, cleaning windows and dusting.
- Arranged for provision of extra room bedding, linens, towels and furniture to satisfy guests with special needs.
- Removed waste paper and other trash from premises to designated area.
- Used time management and efficient cleaning methods to meet deadlines.
Capital One
Sr. Fraud Intake Specialist
11.2018 - 01.2020
Job overview
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Educated customers on product and service details and information.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Wells Fargo
Research / Remediation Analyst
04.2017 - 11.2018
Job overview
- Interpreted data and made recommendations from findings.
- Provided operational support for high-volume financial institution.
- Researched topics and completed due diligence to resolve issues in a timely manner.
- Processed payments and applied to customer balances.
- Accessed credit records to evaluate customer histories.
- Discovered major instances of fraud, embezzlement and large balances due.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Documented all customer inquiries and comments thoroughly and quickly.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Wells Fargo
Customer Service Representative 2
06.2016 - 04.2017
Job overview
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Scored in top 10% of employees in successful resolution of issues
- Addressed customer service inquiries in a timely and accurate fashion.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Maintained up-to-date records at all times.
- Collected customer feedback and made process changes to exceed customer
Wells Fargo
Online Customer Service
02.2016 - 06.2016
Job overview
- Responded to customer requests via telephone / email.
- Scored in top 10% of employees in successful resolution of issues
- Addressed customer service inquiries in low timing.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Maintained up-to-date records at all times.
- Collected customer feedback with success completion rate
Law office of Frank Myers
Legal Assistant
12.2014 - 01.2016
Job overview
- Worked as a team with attorneys plus administrative assistants
- Filed all pleadings with the court clerk.
- Assisted attorneys with reviewing / organizing witness reports.
- Researched statutes, decisions, legal articles and codes.
- Developed positive working relationship with courts, clients, debtors plus attorneys.
- Conducted background investigations on the defendant.
- Acted as first point of contact for all clients.
- Contacted clients to schedule appointments / discuss the progress of cases.
- Filed all court documents on behalf of the attorneys.
- Directed plus coordinated law office activity, including delivery of subpoenas.
Capital One via Temp Agency
Dispute Claims Representative
07.2014 - 12.2014
Job overview
- Scanned documentation and entered into the database.
- Obtained scanned records and uploaded them into the database.
- Added new material to file records and created new records.
- Answered telephone inquiries from clients, vendors and the public.
- Assisted senior administrative professionals with daily work tasks.
- Answered and managed incoming and outgoing calls while recording accurate messages.
FORT MACARTHUR Airforce Base, San Pedro, CA
Guest Services Manager
08.2009 - 06.2014
Job overview
- Greeted and welcomed all hotel guests with a smile.
- Updated team members about changes in hotel products, services, pricing and policies.
- Hired and trained all new employees while also demonstrating the best methods for servicing clients and guests.
- Implemented end-of-month audits of the resort to upper management as required.
- Provided exceptional service and assistance to guests upon check-in.
- Reviewed account information and charges with guests during check-out.
- Resolved service-related problems in a timely manner.
Department of Juvenile Justice
Juvenile Probation/Parole Officer II
12.2006 - 07.2009
Job overview
- Tracked assigned juvenile movements and adherence to probation requirements.
- Verified social and legal history information of individual probationers.
- Evaluated client progress toward completing terms of probation and addressed difficulties.
- Served as court liaison by attending court hearings and presenting reports and recommendations.
- Supervised offenders to reduce risk to the community.
- Organized client documentation by checking files and verifying completeness of notes.
- Referred felony and misdemeanor offenders to necessary community resources.
- Conducted investigations into violations and other allegations.
- Collaborated with families to provide maximum support.
- Wrote pre-sentence and post-sentence investigation and court reports.
- Updated, tracked and filed documentation with court
- Completed reports on behalf of the court and associated legal entities.
- Participated in IEP meetings and academic action plans.
- Arrested and detained offenders as required.
- Worked with schools, rehabilitation programs, and mental health facilities.
- Conducted pre-sentence investigations by doing in-depth research and compiling police reports.
SunTrust Bank
Financial Services Representative II
01.2004 - 12.2006
Job overview
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Met with clients to generate new business and negotiate contracts.
- Collected member loan payments.
- Processed quarterly Vault and ATM audits with a zero error rate.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Assessed clients' financial situations to develop strategic financial planning solutions.
- Executed wire transfers, stop payments and account transfers.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Advised clients on mortgage, educational and personal loans.
- Processed exchange and foreign currency.
- Coordinated daily cash reconciliation at a high-volume location.
Education
Columbus State University (Attended)Columbus, GA
Master of Arts from Public Administration
University Overview
- Minored in Criminal Justice
Saint Martins University
Bachelor of Arts from Criminal Justice
University Overview
- Graduated with 3.8 GPA
- Minored in Business
Georgia Military College - MilledgevilleMilledgeville, GA
Associate of Arts from Business Administration
University Overview
- Graduated with 4.0 GPA
- Graduated magna cum laude
- Graduated in Top 5% of Class
Skills
- Strong attention to detail
- Efficient data entry
- Effective communication skills
- Strong time management abilities
- Proficient in typing at 65 WPM
- Keen eye for detail
- Effective communication skills
- Knowledge of banking compliance regulations
- Clear and concise briefings
- Cash management proficiency
- Conducting intake interviews
- Legal analysis
- Analytical research
- Conducting fitness assessments
- Endurance training
Certification
Certified Medical Assistant
Sports / Athletic
Sports / Athletic
I have over 15 years experience in Coaching / Asst. Coaching Girls and Boys Track and Field and Basketball from recreational to the collegiate level. I focus on fundamentals, strength and conditioning, team building, and leadership. I have coached and trained in Georgia, Virginia, Washington St., California.
Timeline
English Tutor
University Instructors LLC
09.2024 - Current
Host/Concierge Staff Member
The Landing
10.2020 - 09.2024
Sr. Fraud Intake Specialist
Capital One
11.2018 - 01.2020
Research / Remediation Analyst
Wells Fargo
04.2017 - 11.2018
Customer Service Representative 2
Wells Fargo
06.2016 - 04.2017
Online Customer Service
Wells Fargo
02.2016 - 06.2016
Legal Assistant
Law office of Frank Myers
12.2014 - 01.2016
Dispute Claims Representative
Capital One via Temp Agency
07.2014 - 12.2014
Guest Services Manager
FORT MACARTHUR Airforce Base, San Pedro, CA
08.2009 - 06.2014
Juvenile Probation/Parole Officer II
Department of Juvenile Justice
12.2006 - 07.2009
Financial Services Representative II
SunTrust Bank
01.2004 - 12.2006
Saint Martins University
Bachelor of Arts from Criminal Justice
Georgia Military College - Milledgeville
Associate of Arts from Business Administration
Columbus State University (Attended)
Master of Arts from Public Administration
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