Brookelyn Maples
Bremen,AL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
Sequence Health
10.2022 - Current
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
Call center agent
Sequence Health
09.2021 - 10.2022
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Developed expert knowledge of company products and services to provide accurate information to customers.
Production line; Foam edge, bottom build, top and glue, top build
Serta Simmons Bedding
05.2019 - 09.2021
- Improved production efficiency by optimizing assembly line processes and reducing bottlenecks.
- Ensured product quality through consistent monitoring and adherence to established guidelines.
- Contributed to increased overall productivity with efficient work habits and strong attention to detail.
Receptionist; Answered phones, scheduled appointments, referrals for new patients / to other doctors
Valley Spine & Pain
04.2017 - 03.2019
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Production Line paint department; inspected bumpers, polished, load and unload parts
Rehau
08.2016 - 04.2017
- Improved paint department efficiency by streamlining inventory management and ordering processes.
- Enhanced customer satisfaction through personalized color consultations and product recommendations.
Waitress
TJ's Hot Wings
06.2015 - 08.2016
- 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.
Concessions- cashier/cook
Heritage Park
06.2013 - 07.2015
- Improved customer satisfaction by providing efficient and friendly service at the concession stand.
- Assisted in inventory management for accurate stock levels and minimized waste.
- Handled cash transactions accurately, ensuring proper accounting and minimal discrepancies.
- Maintained cleanliness of the concession area, adhering to health and safety regulations.
- Collaborated with team members to ensure smooth operations during high-volume periods.
- Processed customer orders quickly, contributing to a positive movie-going experience.
Education
No Degree -
Douglas High School
Douglas, ALAssociate of Science - Healthcare Administration
Martinsburg College
Martinsburg, WV12.2024
High School Diploma -
West Point High School
Cullman, AL05.2014
Skills
- Employee Motivation
- Scheduling proficiency
- Call Monitoring
- Coaching and Mentoring
- Customer service focus
- Attention to Detail
- Active Listening
- Time Management
- Written Communication
- Problem-Solving
References
- Brandi Markle, (256) 744-1380
- Lorie Yoder, (256) 620-2881
- June Morgan, (256) 417-7081
Timeline
Call Center Supervisor
Sequence Health
10.2022 - Current
Call center agent
Sequence Health
09.2021 - 10.2022
Production line; Foam edge, bottom build, top and glue, top build
Serta Simmons Bedding
05.2019 - 09.2021
Receptionist; Answered phones, scheduled appointments, referrals for new patients / to other doctors
Valley Spine & Pain
04.2017 - 03.2019
Production Line paint department; inspected bumpers, polished, load and unload parts
Rehau
08.2016 - 04.2017
Waitress
TJ's Hot Wings
06.2015 - 08.2016
Concessions- cashier/cook
Heritage Park
06.2013 - 07.2015
No Degree -
Douglas High School
Associate of Science - Healthcare Administration
Martinsburg College
High School Diploma -
West Point High School
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