Lavon Brooks
The Bronx,NY
Summary
Results-driven customer service professional with a proven track record in managing high volumes of inbound calls while ensuring exceptional customer satisfaction. Expertise in CRM systems, complemented by strong active listening and multitasking skills. Committed to fostering positive customer relationships and contributing to overall company success.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Transworld Systems Inc.
Lake Forest, IL
2024.06 - 2025.01
- Answered customer inquiries and provided accurate information regarding products and services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided accurate information about products and services to customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conducted regular follow-up calls with customers after resolving their issues.
Technical Support Specialist
Sutherland Global
Rochester, NY
2022.11 - 2024.02
- Maintained positive working relationship with fellow staff and management.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Implemented feedback from customer satisfaction surveys to improve service quality.
Group Leader
AARB INC
Queens, NY
2022.01 - 2022.09
- Maintained a high level of communication between group members and other departments.
- Managed resources and delegated tasks to ensure timely completion of projects.
- Implemented process improvements to enhance team efficiency and output quality.
- Coached and mentored junior team members to aid in their professional development.
- Negotiated with vendors and suppliers to procure resources necessary for project completion.
- Identified training needs for group members; provided instruction when appropriate.
- Coordinated with other departments to ensure seamless integration of project components.
Manager of Operations
Pier 1 Imports Inc
The Bronx, NY
2018.04 - 2020.03
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
Education
Associate of Science -
Monroe College
Bronx, NY2022-12
Skills
- Decision-making
- Microsoft Excel
- Microsoft PowerPoint
- Multi-task management
- Technical support
- Proficiency in CRM software
- Exceptional oral and written communication skills
- Problem-solving
- Analytical and critical thinking
- Leadership
- Time management
- Supervision and leadership
- Team management
- MS office
- Troubleshooting
- Microsoft Word
- Team building
- Active listening
- Customer service
- Salesforce
Timeline
Customer Service Representative
Transworld Systems Inc.
2024.06 - 2025.01
Technical Support Specialist
Sutherland Global
2022.11 - 2024.02
Group Leader
AARB INC
2022.01 - 2022.09
Manager of Operations
Pier 1 Imports Inc
2018.04 - 2020.03
Associate of Science -
Monroe College