Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Heather Brooks

Wichita,KS

Summary

Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.

Overview

18
18
years of professional experience

Work History

Control Center Team Lead

ADT
01.2021 - Current
  • Facilitate, coach, and provide leadership and framework for daily operations
  • Provide support, advice, and experience and enables the team to design, develop, and deploy operation strategies, processes, and work flow
  • Increase teams process and business knowledge/understanding, enabling higher levels of performance productivity and efficiency
  • Monitor team performance and provides feedback
  • Provide performance trends and analysis to upper leadership
  • Assist with developing and implementing team and individual measurements in support of process and organizational goals
  • Manages conflict and diversity
  • Fosters team building and group dynamics, provide career development planning and opportunities
  • Lead the team by role modeling company values

Control Center Coordinator

ADT
01.2016 - 01.2021
  • Assist in attaining departmental goals for productivity and accuracy
  • Maintain a working knowledge of forecasting of Customer Service calls and branch operations
  • Coordinating resources and prioritizing workload of more than 20 Avaya splits and related work in accordance with the specific guidelines governing each split
  • Supervise 150+ retention reps to maintain call flow, notice call avoidance and maintain adherence to schedules

Account Loyalty Manager

Protection 1
01.2014 - 01.2016
  • De-escalate and resolve escalated customer issues
  • Interprets and deciphers contract terms
  • Maintained a professional, calm, and pleasant voice image at all times when communicating with customers and colleagues
  • Deepened customer's relationship with the company by providing solutions
  • Trained new representatives coming to the call center
  • Provides coaching to representatives on customer service relations

Quality Control Analyst

CCH
01.2012 - 01.2014
  • Review recorded CSR calls/chats for accuracy, and compliance
  • Report to management for less than par calls

Mass Affluent Relationship Consultant

Bank of America
01.2008 - 01.2010
  • Opened accounts and explained and processed investments
  • Interviewed customers to obtain information and explain available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit, savings bonds and securities
  • Was instrumental in maintaining customer's relationship with the bank
  • Responded to telephone requests for customer's financial questions

Escalation Supervisor/Mentor

Etelecare Global Solutions
01.2007 - 01.2008
  • Arranged for repair and replacement of defective items covered by warranty
  • Trained new associates
  • Resolved customer complaints and requests for refunds, exchanges and adjustments
  • Handled complex service orders and hostile customers
  • Monitored service calls to observe employee's demeanor, technical accuracy and conformity to company policies
  • Recommended corrective action to address customer complaints
  • Supervised 12 customer service reps to make sure metrics were met

Education

Diploma -

Springfield High School
Springfield, MN
01.2006

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Performance monitoring
  • Performance improvement
  • Schedule management
  • Process improvement
  • Operations management
  • Key performance indicators
  • Trend tracking
  • Relationship building
  • Resource allocation
  • Employee training
  • Task delegation
  • Workflow management
  • Project management
  • Employee engagement
  • Work assignment delegation
  • Problem-solving
  • Teamwork and collaboration
  • Team supervision
  • Team motivation
  • Staff training
  • People management
  • Goal setting
  • Mentoring
  • Leading team meetings
  • Work planning
  • Overseeing daily activities
  • Giving constructive feedback
  • Documentation and reporting
  • Evaluating employee work

Accomplishments

Rookie of the Year in 2015

Top Control Center Rep in 2017

Award of Excellence in 2018

Multiple accolades for various acts from upper leadership

References

Available upon request

Timeline

Control Center Team Lead

ADT
01.2021 - Current

Control Center Coordinator

ADT
01.2016 - 01.2021

Account Loyalty Manager

Protection 1
01.2014 - 01.2016

Quality Control Analyst

CCH
01.2012 - 01.2014

Mass Affluent Relationship Consultant

Bank of America
01.2008 - 01.2010

Escalation Supervisor/Mentor

Etelecare Global Solutions
01.2007 - 01.2008

Diploma -

Springfield High School

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Heather Brooks