Eudora Brooks
Tarrytown
Summary
Emotionally intelligent Customer Success Manager with a strong background in client relationships, contract negotiations, and cross‑functional collaboration. I excel at reading stakeholder needs, de‑escalating tense situations, and building trust that drives long‑term partnerships. Known for managing high‑stakes accounts with empathy and professionalism while aligning customer goals to solutions that support retention and revenue growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Independent Agent
Freer Agency
Remote
08.2023 - Current
- Managed client relationships across the book of business, driving a reported 85% improvement in customer satisfaction and retention.
- Analyzed market trends to refine outreach and sales strategies, contributing to a 12% week‑over‑week increase in new policy sales.
- Maintained full compliance by completing mandatory continuing education on time and staying current on industry regulations, including AHIP certification.
- Facilitated cross‑functional communication to streamline operations, improving client onboarding efficiency and increasing stakeholder meeting participation by 20%.
Founder
Caring Cover Agency
Atlanta, GA, Remote
07.2023 - Current
- Designed and implemented small group and individual benefits programs for small businesses and gig workers, generating 500+ repeat enrollments and increasing long‑term customer retention.
- Led proactive, multi‑channel communication on plan updates and preventive care, boosting product adoption and engagement visibility by 20%.
- Secured $20,000+ in operational funding through investor pitches to support scalable client success initiatives and improved service delivery.
- Built and optimized core client success workflows, streamlining operations by 85% and enabling faster response times and issue resolution.
- Developed strategic partnerships with healthcare providers to expand available benefits options and deepen value for existing customer accounts.
Business Development Manager
T-Mobile
Bronx And Westchester, NY, NY
03.2013 - 04.2023
- Owned performance strategy for 100+ retail locations, lifting feature attach revenue and monthly plan growth while improving customer satisfaction scores.
- Designed and led a 30‑day onboarding and coaching program for 100+ locations, increasing Medallia customer experience scores by 30% and sales revenue by 40%.
- Led complex issue resolution and operational audits, reducing losses and boosting team productivity and frontline customer satisfaction by 25%.
- Partnered with cross‑functional teams to identify growth opportunities and execute campaigns, earning multiple Top Gun awards for top performance.
- Drove strategic initiatives to deepen market penetration and expand account revenue across assigned territories.
- Developed and maintained key client relationships to foster business partnerships.
Education
MBA - Human Resources
Capella University
225 6th St S, 9th Floor Minneapolis, MN 55402 06-2021
BBA - Business Administration
Berkeley College
99 Church St, White Plains, NY 10604Skills
- Team leadership
- Strategic thinking
- Entrepreneurial and innovative
- Ethics and integrity
- Client engagement
- Customer focus
- Positive attitude
- Problem-solving skills
- Problem-solving
- Customer service and care
Websites
Accomplishments
- Supervised a team of 50 staff members.
- Achieved 45% in training results by introducing Salesforce for tracking training and onboarding completion.
- Documented and resolved customer escalations, resulting in 45% customer satisfaction.
- Collaborated with over 35 business owners in the development of sales coaching.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Certifications
- Licensed Life, Accident, and Health Insurance Agent
- AHIP Certified
Tools & Technologies
- Salesforce
- Microsoft Excel
- Power BI
- AI‑powered CRM and customer success platforms (e.g., ticketing, NPS/CSAT, onboarding tools)
- SEO setup and basic website optimization
Languages
English
Full Professional
Timeline
Independent Agent
Freer Agency
08.2023 - Current
Founder
Caring Cover Agency
07.2023 - Current
Business Development Manager
T-Mobile
03.2013 - 04.2023
MBA - Human Resources
Capella University
BBA - Business Administration
Berkeley College
Top Gun Award
- Consistently exceeded wireless sales goals, achieving over 120% to quota.
- Created a targeted marketing campaign that generated 5,000+ impressions in under 30 days.
- Recognized in the “5,000 Club” for weekly insurance production performance.
- Awarded for maintaining 95%+ customer satisfaction scores across Westchester and NYC.
- Earned top audit performance, with 65% of stores achieving 90%+ compliance results.