Jerry Brooks
Ellenwood,GA
Summary
Seasoned Customer Coordinator with a proven track record at Atlanta Airline Terminal Company, enhancing customer satisfaction through meticulous documentation and effective scheduling. Expert in data management systems and time management, I've led teams to exceed operational standards, demonstrating exceptional problem-solving and interpersonal skills. Achieved significant improvements in service delivery, ensuring compliance and excellence in customer care.
Overview
25
25
years of professional experience
Work History
Customer Coordinator
Atlanta Airline Terminal Company
Atlanta, GA
02.2023 - Current
- Conducted regular assessments of building interiors and exteriors to identify service issues.
- Responds to passenger injury calls and completes an incident report to minimize any further litigations to the company.
- Conducts in-depth restroom inspections, airport gatehouses, custodial closets, pet rooms, trash compactor pads, and all other common areas, ensuring the housekeeping staff are in compliance with AATC cleaning policies and procedures.
- Overseeing several cleaning companies' contracts to include Gbm, Csm, Nas, Unifi, and Flagship.
- Conducting routine follow-ups with all custodial and maintenance partners to ensure all customer concerns are addressed in a timely manner.
Property Room Clerk Clayton County Jail
Keefe Group
Atlanta, GA
05.2022 - 02.2023
- Organized and maintained filing systems for confidential documents.
- Assisted customers with inquiries and complaints in a professional manner.
- Answered phones in a courteous manner while providing excellent customer service.
- Maintained inventory levels of office supplies and equipment as needed.
- Performed data entry tasks to update customer accounts records.
- Managed multiple projects simultaneously while meeting tight deadlines.
- Supported office clerical functions using word processing and other software, email and office machines.
Customer Care Agent
HD Supply Facilities Maintenance
Marietta, GA
10.2021 - 03.2022
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Resolved customer complaints in a professional manner.
- Maintained updated knowledge of products and services offered by the company.
- Identified customer needs and provided appropriate solutions.
- Assisted customers with product selection based on their individual requirements.
- Processed orders for customers quickly and efficiently.
- Followed up with customers after purchase to ensure satisfaction.
- Utilized problem-solving skills to identify root cause of customer issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Lead Customer Service Representative
Delta Airlines Worldport
Atlanta, GA
12.2004 - 08.2020
- Handled inquiries from customers regarding product information or services offered.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Processed customer account changes with proprietary software.
- Resolved ticketing issues to enhance passenger satisfaction.
- Executed timely processing of refund requests.
- Managed grievances resulting in an improved overall experience.
- Managed staff rosters to align with customer needs.
Assistant Front Office Manager
Marriott Hotels
Atlanta, GA
08.1999 - 10.2004
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Investigated customer complaints and took corrective action when necessary.
- Responded promptly to customer inquiries via telephone or email.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Verified accuracy of charges on guest folios at check-out time.
- Supervised night audit process including reviewing reports for accuracy.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Education
MBA - Business
Strayer University
Atlanta Georgia05-2018
Bachelor of Science - Criminal Justice
Post University
Waterbury, CT01-2015
Skills
- Detailed Documentation Practices
- Effective Scheduling Skills
- Account Balancing Expertise
- Time Management Expertise
- Data Management Systems
Timeline
Customer Coordinator
Atlanta Airline Terminal Company
02.2023 - Current
Property Room Clerk Clayton County Jail
Keefe Group
05.2022 - 02.2023
Customer Care Agent
HD Supply Facilities Maintenance
10.2021 - 03.2022
Lead Customer Service Representative
Delta Airlines Worldport
12.2004 - 08.2020
Assistant Front Office Manager
Marriott Hotels
08.1999 - 10.2004
MBA - Business
Strayer University
Bachelor of Science - Criminal Justice
Post University
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