Summary
Overview
Work History
Education
Skills
Timeline
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Eugene Brooks

Pittsburgh,PA

Summary

Proven customer service expert with a track record of enhancing customer satisfaction at Loan Care LLC. Leveraged active listening and problem resolution skills to boost conversion rates and streamline processes. Excelled in a fast-paced call center, demonstrating empathy and efficiency. Achieved significant achievements in customer care and team management, underscoring a commitment to excellence and continuous improvement.

Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.

Overview

13
13
years of professional experience

Work History

Customer Care Representative

Loan Care LLC
08.2019 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and solutions.
  • Built rapport with customers through active listening and empathetic responses.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Completed trainings in compliance, fair dept collection practices to Service members civil relief act.
  • Participated in new hire classrooms.

Admissions Representative

Argosy University Online
08.2017 - 01.2019
  • Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
  • Scheduled 10 appointments to meet with students meet with and discuss education plans.
  • Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
  • Enhanced communication within the admissions office by creating regular reports detailing recruitment efforts, trends, and projections to share with colleagues and management.

Team Manager

Level Interactive
08.2015 - 08.2017
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Recruited, trained, and released employees based on company team-mandated performance levels

Admissions Representative

The Art Institute of Pittsburgh Online
07.2011 - 07.2015
  • Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
  • Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
  • Assisted in meeting annual enrollment goals by consistently achieving personal recruitment targets set forth by management each academic year.
  • Streamlined the admissions process for applicants by efficiently managing application materials and accurately entering data into the system.
  • Met prospective students, offered information, and represented institution by attending financial aid and safe campus events.

Education

Associate of Arts - Music Engineering

The Art Institute of Pittsburgh
Pittsburgh, PA
02-1995

Skills

  • Customer service
  • Inbound customer service
  • Call center experience
  • Complaint handling
  • Problem resolution
  • Payment processing
  • First call resolution
  • Product education
  • Empathy and patience
  • Active listening

Timeline

Customer Care Representative

Loan Care LLC
08.2019 - Current

Admissions Representative

Argosy University Online
08.2017 - 01.2019

Team Manager

Level Interactive
08.2015 - 08.2017

Admissions Representative

The Art Institute of Pittsburgh Online
07.2011 - 07.2015

Associate of Arts - Music Engineering

The Art Institute of Pittsburgh

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Eugene Brooks