Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
SalesAssociate

Brooke Walker

Fayetteville,NC

Summary

Professional with over 10 years of progressive experience that focuses on achieving performance goals through customer service and guidelines, product/ process knowledge, conflict resolution, certified practices, and team management. Seeking opportunities to use and share skills gained from previous positions of customer service, and telecommunications with a strong desire to incorporate education and secure full time employment within Cumberland County as a way to continually work with and for the public. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience

Work History

Telecommunicator II

Cumberland County Emergency Services
01.2020 - Current
  • Obtained and maintain International Academy QA certifications in medical, fire, and police certifications-2020
  • Obtained and maintain Emergency Telecommunicator Certification (ETC)-2020
  • Obtained and maintain NC DCI certification-2020
  • CPR Certified-2020
  • Use radio communications systems, Motorola consoles, telephone systems, Central Square computer aided dispatch systems, and Microsoft Office Programs in daily functions and tasks
  • Execute Policies and Procedures of Cumberland County as such pertains to performance of essential duties of providing emergency services
  • Process and receive emergency calls from public and dispatch appropriate response of emergency personnel through frequent multi-tasking and task prioritization
  • Remain calm courteous while talking to callers, victims, and witnessing while providing information, direction and assistance to those in need
  • Note and record all incoming calls for legal violations, record of reported stolen, lost, or recovered property

Escalation Floor Supervisor /Business Retention/ / Care Specialist-Combined Billing/ Business Mobility & National Business Specialist

AT&T
02.2012 - 12.2019
  • Obtain and examine all relevant information to access validity of complaints and determine possible causes
  • Assist with escalated issues and calls daily by researching, reviewing, and analyzing customer accounts to find root problems and resolve issues
  • Facilitate inter-departmental communication within huddles as training
  • Explained features, advantages, and disadvantages of various programs suggested best solutions and practices for customers and clients.
  • Processed enrollments into combined billing, troubleshot and answered questions pertaining to wireless charges
  • Answered queries pertaining to billing inquiries, products and services, prices and packaging
  • Evaluated work of 5 to14 floor employees to improve performance.
  • Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
  • Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at the floor level.
  • Increased repeat business through exceptional customer service skills that cultivated long-term buyer relationships.
  • Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
  • Held team meetings to gain feedback, provide updates and set policies.
  • Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
  • Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
  • Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Met or exceeded production goals and objectives by following strict procedures.

Membership Coordinator, Customer Service Represent

Sam's Club
10.2009 - 02.2012
  • Increased new member sign-ups by designing compelling marketing materials and promoting membership benefits in various channels.
  • Maintained accurate records of memberships, ensuring timely renewal reminders were sent to prevent lapses in subscriptions.
  • Provided exceptional customer service to both prospective and current members, resolving issues promptly and professionally.
  • Trained new staff members on membership processes, systems, and best practices, ensuring a seamless transition and consistent service quality for members.
  • Maintained membership database, ensuring that all information was current and accurate.
  • Strengthened relationships with existing members by conducting regular check-ins and addressing their concerns efficiently.
  • Enhanced event attendance through meticulous planning and promotion of engaging activities for members.
  • Collaborated with other departments to develop cross-functional initiatives that improved member engagement and loyalty.
  • Analyzed membership data trends to identify areas for improvement and implemented targeted strategies to address them.
  • Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
  • Implemented targeted outreach campaigns to attract diverse demographics and expand the organization's reach within the community.
  • Organized successful networking events for members, fostering a sense of community within the organization.
  • Trained new personnel regarding company operations, policies and services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.

Education

Master of Public Administration -

Strayer University
Greensboro, NC
09.2016

MBA - Business Management

Strayer University
Raleigh, NC
08.2013

Bachelor of Science - Marketing

NC Agricultural & Technical State University
Greensboro, NC
08.2009

High School Diploma -

Terry Sanford High School
Fayetteville, NC
05.2004

Skills

  • Computer literate/proficient in Microsoft (Word, Excel, Access, PowerPoint, and Outlook)
  • Strong leadership skills
  • Prioritization & organizational Skills
  • Reliable & resourceful
  • Excellent verbal & written communication skills
  • Able to research & analyze
  • Problem solving skills
  • Customer oriented
  • Call prioritization
  • Inbound Customer Service
  • Outbound Sales

Affiliations

  • White Oak Grove Women Missionaries (October 2013-2020)
  • AT&T Aspire Mentoring Program & Academy (January 2018-2020)
  • White Oak Grove Greeters Ministry (October 2013-2020)
  • AT&T Pioneers/ Volunteers (February 2012-2020)
  • Communication Workers of America (February 2012-2020)
  • Zeta Phi Beta Sorority Inc. (March 2006-Present)

Timeline

Telecommunicator II

Cumberland County Emergency Services
01.2020 - Current

Escalation Floor Supervisor /Business Retention/ / Care Specialist-Combined Billing/ Business Mobility & National Business Specialist

AT&T
02.2012 - 12.2019

Membership Coordinator, Customer Service Represent

Sam's Club
10.2009 - 02.2012

Master of Public Administration -

Strayer University

MBA - Business Management

Strayer University

Bachelor of Science - Marketing

NC Agricultural & Technical State University

High School Diploma -

Terry Sanford High School

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Brooke Walker