Brooke Villarreal
Melissa,Texas
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Mortgage Representative
Citibank
Irving, TX
04.2021 - Current
- Collaborated effectively with team members across departments for seamless communication during complex loan scenarios.
- Utilized various marketing techniques to attract new clients while maintaining strong relations with existing ones.
- Maintained compliance with all applicable regulations throughout the loan origination process.
- Managed a diverse pipeline of loans, prioritizing tasks efficiently to meet deadlines consistently.
Business Development Manager
Sperity LLC
Celina, TX
03.2020 - Current
- Identified business opportunities and engaged clients to develop relationship and to educate prospects of value proposition of working with company
- Collaborated in market strategies that were effective in attracting clients
- Met and exceeded sales goals and key performance metrics each consecutive month
- Coordinated sales programs to capitalize on revenue opportunities and maximize profitability
- Developed strategic relationships with partners for joint pursuit of specific engagements
- Researched prospective accounts, identifying company services and market presence, and developed proactive plans to penetrate the accounts.
Client Success Manager
Sperity LLC
Celina, Texas
05.2019 - Current
- Reviewed customer needs and allocated assets to proactively engage with customers and meet current requirements
- Employed consultative selling skills and call reporting plans to improve clients' experiences
- Resolved customer complaints regarding sales and service
- Used CRM system to track client activity, produce reports, and manage pipeline
- Managed billing and customer service team processes
- Coordinated and oversaw training of new customer service team members
- Developed strategic plans for continued improvement
- Assisted with ongoing management of systems and processes to improve customer service ratings
- Created action plans for high-volume periods
- Monitored team and call metrics, making recommendations and reports
- Reviewed analyses, reporting, KPIs, and operational metrics
- Provided guidance and long-term solutions to customers with issues
- Responded to grievances, trends, variances, and complaints
- Handled staff operations, including inbound and outbound calling
- Managed and reviewed daily CRM reports
- Implemented mentoring programs to bring new staff up to speed quickly
- Interviewed, hired, and trained all employees and scheduled work hours
- Developed and maintained effective working relationships with team members, management, and customers to boost company productivity and morale
- Managed employee performance through disciplining, coaching, and counseling
- Analyzed productivity reports to manage overall performance
- Improved the performance of individual team members by motivating and training each person
- Evaluated performance of associates and mentored underperforming employees on ways to improve
- Communicated policy updates to the department, answered questions and enforced compliance
- Developed employees to improve their knowledge bases, increase team value and improve leadership potential.
Sales Manager
Sperity LLC
Celina, TX
12.2017 - Current
- Implemented comprehensive sales plan to meet overall business objectives for account acquisition, revenue, and margin
- Leveraged KPI data to develop team members and improve account management strategies
- Handled performance management and compensation decisions to effectively recognize and motivate employees
- Monitored plans to proactively adjust strategies and maintain progress against results
- Worked with department managers to meet staffing and resource levels for expected demands
- Researched market trends and stayed current on customer preferences to better lead sales operations
- Taught the sales team how to connect with customers and build long-term, productive relationships
- Engaged customers to quickly identify needs, negotiate contracts and close sales
- Worked closely with all sales personnel to assist with routine sales and handle advanced issues
- Resolved customer complaints regarding sales and service
- Established ambitious quotas and helped each team member implement personalized plan to achieve targets
- Integrated new approaches and technologies to keep training fresh and effective
- Developed customized and contemporary training initiatives to meet needs of specific business units
- Oriented new hires to the work with initial training and on-going mentoring programs.
Master Trainer
VXI Global Solutions (AT&T)
Lubbock, TX
03.2016 - 12.2017
- Created course curriculum to meet tracking goals and accomplish organizational objectives
- Tested employees before and after training to assess effectiveness of courses and identify areas in need of improvement
- Created manuals and materials for instructors and classes to meet training objectives
- Used surveys, observations, and direct feedback from managers to shape effective training programs
- Continuously evaluated the organization's activities to assess future training needs
- Employed wide range of instructional methods to connect students with training, including instruction, demonstrations and workshops
- Engaged management in training development processes to build program focused on current and projected employee requirements
- Trained, monitored and evaluated instructors on their teaching abilities and success in improving employee knowledge
- Developed testing and evaluation procedures to determine students' progress with training materials
- Created training manuals, multimedia aids and supplementary materials to help employees better understand the material
- Surveyed managers to assess changing needs and relevance of current training programs
- Integrated new approaches and technologies to keep training fresh and effective.
Training Specialist
VXI Global Solutions (AT&T)
Lubbock, TX
11.2015 - 03.2016
- Coordinated job placements, job shadowing opportunities and internships, and provided crisis intervention
- Maintained tracking of training database, calendar, roster, evaluations, materials, and supplies
- Identified internal training programs to address competency gaps and organized source training programs to meet specific training needs
- Developed and delivered updated training information, enhancing frontline employee performance
- Identified training gaps and consulted with business partners to determine training needs for business
- Participated in customer and client listening programs to identify customer needs and expectations
- Conducted group participation activities to build self-esteem, enhance motivation, and improve communication skills
- Employed wide range of teaching strategies, hands-on activities and multimedia-based techniques to keep training classes fresh and interesting
- Continuously observed, tracked and improved training courses to meet changing employee demands
- Verified technical accuracy of courses and directed learners to approved reference documentation
- Immersed students in real-world scenarios through the use of strategies such as role-playing and simulations.
Senior Technician
Frontier Communications
Allen, TX
06.2014 - 08.2015
- Communicated clearly and effectively with users, asking questions and listening actively to responses to develop understanding of technical issues
- Documented and maintained records of support requests, elevations, and actions taken
- Diagnosed technical issues, identifying, and implementing corrective solutions
- Scheduled and executed software installations and upgrades
- Evaluated functionality and performance of software and hardware, recommending improvements and solutions
- Trained staff on use of new equipment and systems, providing demonstrations and answering questions
- Guided users step-by-step through installations and technical fixes via phone call, email, and live chat
- Answered user inquiries regarding computer software or hardware operation to resolve problems.
Sales and Customer Service
Frontier Communications
Allen, TX
03.2012 - 06.2014
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Recommended products and services to members and educated customers about relevant offerings
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Addressed customer concerns and complaints, resolving issues quickly and efficiently
- Used upselling and cross-selling techniques to provide solutions to customer issues
- Exceeded requirements in providing products and services to customers at all times
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs
- Responded to customer questions and complaints and documented consumer communications
- Acted as company ambassador, professionally delivering high level of service and high-quality support to every customer
- Documented detailed notes in CRM system to track customer interactions
- Answered inbound calls to greet and assist customers with various needs and questions
- Consistently met identified team and client performance metrics, goals, and deadlines.
Military Police Officer
United States Army
Fort Leonardwood, MO
07.2008 - 04.2012
- Employed analytical mindset to remain calm in highly stressful situations
- Trained regularly in weapons, fighting tactics, and de-escalation techniques to effectively handle wide range of situations
- Restrained suspects using proper techniques to minimize risks of harm to individuals and fellow MPs
- Pursued, arrested, and charged individuals suspected of various criminal activities
- Assessed situations quickly to prioritize actions, restore order, and prevent serious harm or destruction of property
- Patrolled military installations as visible deterrent and to quickly spot unauthorized activities
- Cited drivers for moving violations such as excessive speed and improper cell phone usage to protect everyone on road
- Directed and rerouted traffic around the scenes of accidents and other emergencies
- Created and delivered oral and written reports involving complex, serious, and petty criminal offenses and security violations
- Utilized downtime to perform routine tasks, preventing service delays
- Required minimal oversight to complete job tasks, meeting all deadlines and goals.
Education
High School Diploma -
Mckinney North Highschool
McKinney, TexasSkills
- Client relationship building
- Team building and leadership
- Customer relations
- Multitasking
- Training
- Problem-solving
Timeline
Mortgage Representative
Citibank
04.2021 - Current
Business Development Manager
Sperity LLC
03.2020 - Current
Client Success Manager
Sperity LLC
05.2019 - Current
Sales Manager
Sperity LLC
12.2017 - Current
Master Trainer
VXI Global Solutions (AT&T)
03.2016 - 12.2017
Training Specialist
VXI Global Solutions (AT&T)
11.2015 - 03.2016
Senior Technician
Frontier Communications
06.2014 - 08.2015
Sales and Customer Service
Frontier Communications
03.2012 - 06.2014
Military Police Officer
United States Army
07.2008 - 04.2012
High School Diploma -
Mckinney North Highschool