Jayana Brooks
Chicago,IL
Summary
Dynamic Customer Service Consultant with extensive call center experience at PNC Bank, adept at complaint handling and inventory tracking. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Recognized for managing high call volumes while maintaining professionalism, leading to improved client retention and loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Consultant
PNC Bank
07.2025 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Comcast Businesses
Customer Account Manager
04.2025 - 07.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Sales Agent
Wayfair
08.2023 - 01.2025
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of Type products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
Retention Customer Service Representative
AT&T Mobility
06.2022 - 06.2023
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
- Ensured compliance with industry regulations and company policies throughout all dealings with customers.
Registered Home Care Aide
Help at Home Senior Care
11.2016 - 04.2022
- Maintained up-to-date knowledge of industry best practices and regulations, ensuring compliance with all relevant standards for home care services.
- Improved patient satisfaction scores by providing compassionate and attentive care consistently.
- Promoted a positive and professional image of the home care agency through effective communication and relationship-building with clients, families, and healthcare professionals alike.
- Assisted patients with activities of daily living, ensuring safety and comfort at all times.
Telephone Interviewer
NORC at the University of Chicago
05.2015 - 01.2016
- Gathered data and insights from participants during telephone interviews.
- Exceeded daily call quotas while maintaining high-quality interactions, ensuring timely project progress.
- Maintained a comprehensive understanding of company policies, procedures, and guidelines related to telephone interviewing processes.
- Assisted in the development of interviewer training materials, leading to improved interviewing techniques amongst colleagues.
Customer Service
Telephone Interviewer
11.2013 - 03.2015
- Increased sales with targeted marketing initiatives and exceptional customer service.
- Delivered exceptional customer service, leading to repeat bookings and referrals.
- Improved client retention by providing exceptional customer service during installation projects.
- Developed knowledge base for customer service reps, reducing resolution time.
Education
Hyde Park Academy
Chicago, IL06.2013
Skills
- Call center experience
- Complaint handling
- Inventory tracking
- Inbound call management
Timeline
Customer Service Consultant
PNC Bank
07.2025 - Current
Comcast Businesses
Customer Account Manager
04.2025 - 07.2025
Sales Agent
Wayfair
08.2023 - 01.2025
Retention Customer Service Representative
AT&T Mobility
06.2022 - 06.2023
Registered Home Care Aide
Help at Home Senior Care
11.2016 - 04.2022
Telephone Interviewer
NORC at the University of Chicago
05.2015 - 01.2016
Customer Service
Telephone Interviewer
11.2013 - 03.2015
Hyde Park Academy
Similar Profiles
Tammy BentonTammy Benton
Sr Banker /DMLO at PNC Bank/National City BankSr Banker /DMLO at PNC Bank/National City Bank
Erica HendryErica Hendry
Personal Banker/Loan Officer at PNC Bank/National City BankPersonal Banker/Loan Officer at PNC Bank/National City Bank
Abel Maldonado JrAbel Maldonado Jr
International Trade Specialist at PNC Bank, Pittsburgh National Corporation BankInternational Trade Specialist at PNC Bank, Pittsburgh National Corporation Bank
Courtney KutscherCourtney Kutscher
Bank Teller at PNC Bank/National City BankBank Teller at PNC Bank/National City Bank
Anna Levina, NP-BCAnna Levina, NP-BC
Emergency Department RN at Multiple AgenciesEmergency Department RN at Multiple Agencies