Hanne Brooks
Aurora,United States
Summary
Dynamic professional with extensive experience in retail, educational support, and airline customer service. Currently pursuing an MBA at Grand Canyon University and holding a bachelor's degree in psychology. Expertise in leadership and coaching, with a strong focus on enhancing passenger and customer experiences. Committed to continuous development in behavioral understanding and people-centric problem-solving, seeking opportunities to apply these skills in impactful roles. Passionate about fostering positive interactions and driving organizational success through effective team collaboration and customer engagement.
Overview
16
16
years of professional experience
Work History
Customer Service
United Airline
Denver, United States
07.2021 - Current
- Achieved consistent customer service excellence, maintaining positive attitude under pressure.
- Enhanced customer service skills across organization with targeted training programs.
- Upgrade Lead; Assistant across multiple gates, coordinating with colleagues to assist with workflow
- Classroom Assistant for New Hires: mentor and onboard new hires, deliver onboarding content
Poker Dealer
Bally’s Corporation
Blackhawk, United States
04.2023 - 09.2025
- Dealt live Texas Hold’em games, in a fast-paced environment.
- Maintained accurate rake collection and winnings settlement, achieving a low error rate.
- Dealt various poker games, ensuring compliance with casino regulations and procedures.
- Managed player transactions, maintaining accurate chip counts and payouts during gameplay.
- Provided exceptional customer service to enhance player experience and foster loyalty.
Volunteer Coordinator
Global Village Academy
Aurora, United States
08.2014 - 07.2021
- Collaborated with teachers to monitor student progress and adjust interventions based on assessment data.
- Developed training programs for volunteers, improving retention and skill development.
- Organized educational events to enhance student engagement and community involvement.
- Organized schedules and activities to support school programs
Store Manager
CCT Wireless
Parker, CO
03.2010 - 09.2014
- Developed strategic account plans to enhance client relationships and drive business growth.
- Delivered exceptional customer service, ensuring high levels of client satisfaction and retention.
- Directed all aspects of store operations, including sales goals and workforce management
- Developed and executed sales strategies to drive revenue and optimize product mix
- Led scheduling, coaching, and performance evaluations to maintain high service standards
- Built a collaborative team environment, improving retention and morale
- Successfully increased profits consistently over three years
Education
MBA - Business Administration
Grand Canyon University
Phoenix, AZ10-2027
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ10-2025
Skills
- Empathy-driven customer service
- Conflict resolution and de-escalation
- Leadership and team management
- Customer service excellence
- Scheduling, staffing, and training
- Administrative support
- Data tracking and reporting
- Clear communication
Languages
Amharic
Full Professional
Spanish
Elementary
Timeline
Poker Dealer
Bally’s Corporation
04.2023 - 09.2025
Customer Service
United Airline
07.2021 - Current
Volunteer Coordinator
Global Village Academy
08.2014 - 07.2021
Store Manager
CCT Wireless
03.2010 - 09.2014
MBA - Business Administration
Grand Canyon University
Bachelor of Science - Psychology
Grand Canyon University