Summary
Overview
Work History
Education
Skills
Certification
Timeline
SeniorSoftwareEngineer

Crystal Brooks

Workforce Management Specialist
Clarksville,TN

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 2+ years of experience in workforce assessment.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Brookdale Senior

Workforce Management, Living
Brentwood, TN
11.2021 - Current
  • Analyzed and managed call volume in Real Time to ensure service levels are met on daily, weekly, and monthly basis
  • Analyze call volume patterns in Real Time to optimize work shifts, breaks, and lunches
  • Collaborated with Supervisors and Leadership to identify and track planned and unplanned absences, as well as attendance and behavioral issues
  • Identify call volume trends and averages on monthly and quarterly/seasonal basis
  • Create daily/weekly/monthly reports and undertaking intraday reporting and other MI operations
  • Observe and monitor inbound and outbound call volume and created strategic plan to improve and maintain KPI attainment
  • Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Provided training on dashboard and package development to team members and management.
  • Optimized schedules, forecasts and other tools to present to management.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Produced and updated documents, reports and tracking spreadsheets using SQL, Alvaria, and Excel.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

Senior Living Advisor

Brookdale Senior Living Inc.
Brentwood, TN
07.2016 - 11.2021
  • Worked in multiple software systems and databases on a daily basis.
  • Contacted new inquiries routed to Brookdale Call Center's database as Pending Lead.
  • Transferred sales-ready leads within database to identified community, along with complete documentation about customer's expressed need in order for community sales associate to pick-up personal connections and discovery process mid-stream vs Nurtured leads that are not yet ready to be forwarded to a particular community through multiple communication channels, supplying information that is related to customer's expressed interest or need, and with scheduled follow -up conversations to advance lead toward choosing community/communities to visit as quickly as possible.
  • Answered inbound calls and determined whether caller is ready for help in choosing one or more communities within geographic area that might meet their need, or whether caller is seeking information to support general need, but is not ready for discussions with sales associate at local Brookdale community all while building, rapport, value, and trust.
  • Overcame objections of potential prospects and leads to make sale.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Completed daily outbound calls, up to 8 hours per day.
  • Recorded accurate and efficient records in customer database.
  • Completed Contact Center Team Lead Development Program.
  • Worked independently with minimal supervision.
  • Achieved or exceeded company-defined sales quotas.

Member Service Representative

USAA Banking, TTEC
Hopkinsville, KY
03.2016 - 05.2016
  • Gathered information and close on product sales demonstrating intermediate skills and knowledge of USAA products and benefits.
  • Empathized with members and provided offers and solutions to make it easy for members to acquire USAA products.
  • Reviews accounts and transactions to ensure adherence with regulatory guidelines and may require to take action or escalate non-compliant issues
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Explorers members banking needs and works to resolve issues
  • Recommends new banking products that might be of interest to member.
  • Maintains high level of member satisfaction consistent with USAA’s core values
  • Demonstrated commitment to quality through member interactions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Knowledge and understanding of bank regulatory and compliance requirements.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed over 50 calls per day.

CSR

HCSC/Blue Cross Blue Shield, TTECH
Hopkinsville, KY
07.2014 - 08.2015
  • Assisted internal and external customers via incoming calls in fast -paced, high-pressure, high call volume environment daily.
  • Managed over 75 customer calls per day.
  • Responsible for finding member claims, reviewing, and explaining claims process and escalating incorrectly processed claims for resubmission
  • Started pre-authorizations for medical procedures.
  • Assisted members with premium or billing questions.
  • Investigated and resolved member inquires through correspondence and computer research.
  • Advised customers regarding policy and benefit information for multiple health plans.
  • Utilized BCBS computer system to look up and record information regarding customer's account.
  • Contributed with team effort to meet or exceed service, production, and quality goals.
  • Followed HIPPA compliance and protected member's PHI.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Shift Lead

Arby's
Clarksville, TN
08.2006 - 05.2014
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly
  • Coached team members in techniques necessary to complete job tasks
  • Assigned daily tasks to employees and monitored activity and task completion
  • Communicated clear expectations and goals to each team member
  • Maintained cleanliness and presentation of stock room and production floor
  • Greeted customers entering store to ascertain what each customer wanted or needed
  • Provided elevated customer experience to generate loyal clientele
  • Learned, referenced and applied product knowledge information
  • Shared best practices for sales and customer service with other team members to help improve store's efficiency.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Helped store management meet standards of service and quality in daily operations.
  • Trained and mentored new employees to maximize team performance.
  • Responded to and resolved customer questions and concerns.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Completed store opening and closing procedures and balanced tills.
  • Regulated pricing, inventory count and supply during shift hours.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.

Education

Associate of Applied Science - Business Management

Daymar College
Clarksville
02.2021 - 09.2022

High School Diploma -

Kenwood High School
Clarksville
08.1998 - 05.2002

Associate of Applied Science - Paralegal

Brown Mackie College-Hopkinsville
Hopkinsville

Associate of Science - Medical Administration

Hopkinsville Community College
Hopkinsville, KY

Skills

Quick learnerundefined

Certification

Alvaria CX Training

Timeline

Alvaria CX Training

10-2022

Brookdale Senior

Workforce Management, Living
11.2021 - Current

Associate of Applied Science - Business Management

Daymar College
02.2021 - 09.2022

Senior Living Advisor

Brookdale Senior Living Inc.
07.2016 - 11.2021

Member Service Representative

USAA Banking, TTEC
03.2016 - 05.2016

CSR

HCSC/Blue Cross Blue Shield, TTECH
07.2014 - 08.2015

Shift Lead

Arby's
08.2006 - 05.2014

High School Diploma -

Kenwood High School
08.1998 - 05.2002

Associate of Applied Science - Paralegal

Brown Mackie College-Hopkinsville

Associate of Science - Medical Administration

Hopkinsville Community College

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Crystal BrooksWorkforce Management Specialist