KAYLAN BROOKINS
Front-line Support
Greenville,TX
Summary
Knowledgeable and dedicated Team Lead professional with extensive experience in providing the Best in Class and White Glove Experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Membership Team Lead
Peloton
Plano, Texas
09.2018 - 08.2022
- Specialize in Training and Onboarding.
- Monitor KPI’s such as customer satisfaction rates (CSAT), quality of calls, phone and chat acceptance rates and adherence
- Experience with SaaS Technology
- Specialize in membership engagement and floor support
- Handled very high executive escalations
- Work closely with FedEx, UPS, DNS, and XPO Logistics
- Coached team members in techniques necessary to complete job tasks.
- Managed over 200 agents
- Resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
CASE MANAGER
WIOA Youth TDS, North Central Texas Workforce
McKinney, Texas
11.2015 - 02.2018
- Counsels and assists youth customers with job search strategies, personal career advisement and training issues.
- Case Load of 15-30 Youth Agents per month
- Identify and solve barriers that would make it hard for youth to find careers
- Monitored files twice a week to ensure that they are following State Regulations
- Identify outside resources, programs and other services for youth customers that needed additional services
- Maintain Confidentiality at all times
- Recruiting
- Organized Center Manager Schedule and appointments
- Educate staff on Auxiliary tools in the office.
Center Manager
Ace Cash Express
Greenville, Texas
01.2014 - 11.2015
- Coordinate office meetings, conferences and teleconferences
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Interview each customer to see whether the customers were eligible for a loan
- Maintained customer and employer confidentiality
- Performed daily collection task to ensure that the customer paid on time
- Auditing loans for my center as well
- Cash checks up to $10,000 a day
Certified Nursing Assistant
Briarcliff Nursing Home
Greenville, Texas
11.2012 - 01.2014
- Ensure the safety of our residents
- Perform daily activities such as bathing, feeding, tidying up their rooms and took care of their every need
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
Education
CERTIFICATE - CERTIFIED NURSE -
ASSOCIATE oF SCIENCE PARIS JUNIOR COLLEGE, ASSISTANT PARIS JUNIOR COLLEGE
Paris Junior CollegeAssociate of Science -
Paris Junior College
Paris, Texas 08.2008 - 12.2013
Skills
Technical Support
Quality control
Complaint resolution
Training development aptitude
Multi-line phone talent
Administrative support
Order fulfillment
Receiving support
Customer service expert
Desktop support
Clerical Support
Affiliations
FCCLA(Family Career Community Leaders of America)
AASU (African American Student Union)
SGA( Student Government Association-Historian)
Additional Information
- HONORS & AWARDS , Most Ambitious, 2006 Most Likely to Succeed, 2008 Historian of the Year, 2009
Timeline
Membership Team Lead
Peloton
09.2018 - 08.2022
CASE MANAGER
WIOA Youth TDS, North Central Texas Workforce
11.2015 - 02.2018
Center Manager
Ace Cash Express
01.2014 - 11.2015
Certified Nursing Assistant
Briarcliff Nursing Home
11.2012 - 01.2014
Associate of Science -
Paris Junior College
08.2008 - 12.2013
CERTIFICATE - CERTIFIED NURSE -
ASSOCIATE oF SCIENCE PARIS JUNIOR COLLEGE, ASSISTANT PARIS JUNIOR COLLEGE