Heather Brooks
Hilliard,OH
Summary
Organized and dependable customer service 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. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
Dish Network
09.2018 - 01.2024
- Trained supervisory staff at 3 new international call center locations. Those locations consistently perform as a top 5 site based on quality assurance metrics.
- Most recently, lead the Social Media team through a substantial skill change while improving our customer satisfaction scores.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
City Mail Carrier
United States Postal Service
08.2017 - 09.2018
- Enhanced customer satisfaction with timely and accurate deliveries, adhering to strict schedules and protocols.
- Navigated various weather conditions while delivering mail, ensuring consistent reliability for customers regardless of external factors.
- Managed high volumes of incoming and outgoing mail during peak seasons without compromising quality or timeliness of service provided.
- Worked efficiently under limited supervision.
- Promoted safety standards by maintaining a clean driving record and following proper vehicle maintenance procedures.
Cashier
Kroger
05.2014 - 08.2017
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Teaching Assistant
Wright State University
08.2013 - 04.2017
- Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students.
- Provided one-on-one tutoring sessions for struggling students, leading to increased understanding and improved grades.
- Offered constructive feedback on student assignments, helping them refine their math skills and comprehension.
- Served as a mentor to new teaching assistants, providing guidance on effective strategies for classroom management and instruction.
Education
Bachelor of Science - Accounting
Strayer University
2025
Bachelor of Arts - Anthropology
Wright State University
Dayton, OH04.2017
Skills
- Technical Support
- Coaching and mentoring
- Time management
- Problem-solving abilities
- Critical thinking
- Excellent communication
- Multitasking capabilities
Timeline
Call Center Supervisor
Dish Network
09.2018 - 01.2024
City Mail Carrier
United States Postal Service
08.2017 - 09.2018
Cashier
Kroger
05.2014 - 08.2017
Teaching Assistant
Wright State University
08.2013 - 04.2017
Bachelor of Science - Accounting
Strayer University
Bachelor of Arts - Anthropology
Wright State University
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