Brooklyn McDonald
Pembroke Pines,FL
Summary
Seeking a challenging career with a progressive organization which will utilize my skills, abilities and education. Additional Information Knowledge of customer service practices and procedures in a call center environment. Cooperative, flexible, and dependable; known for getting the job done effectively. Strongly self-motivated, punctual, and follow directions accurately. Strong interpersonal skills; both independent and collaborative.
Overview
12
12
years of professional experience
Work History
Dispatch Supervisor
SkyHop Global
Fort Lauderdale, FL
06.2023 - 12.2025
- Supervised daily dispatch operations to ensure timely and efficient vehicle routing.
- Trained and mentored staff on dispatch protocols and customer service standards.
- Implemented process improvements that enhanced operational workflows and reduced delays.
- Coordinated communication between drivers, clients, and internal teams to optimize service delivery.
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
- Greeted customers in a friendly and professional manner.
- Supervise daily dispatch activities, monitor communications (calls/radio), and ensure adherence to schedules and procedures.
- Assign routes, optimize delivery schedules, and coordinate with drivers for timely pick-ups.
- Provide accurate driver ETAS, making changes where needed to accommodate customers.
- optimizing routes, managing performance, and ensuring smooth operations for customer satisfaction.
- Managing schedules, planning routes, handling last-minute changes, and resolving logistical issues.
- Demonstrated a strong work ethic, resulting in being promoted to shift supervisor after 1 year.
Customer Service Representative
Norwegian Cruise Line
Pembroke Pines, FL
04.2022 - 05.2023
- Establishes and maintains quality customer relationships by delivering exceptional customer service, establishing rapport, identifying and meeting customer needs and expectations to include meeting customer retention goals and following up with consumers as necessary, in order to close sale and meet/ exceed revenue goals
- Building and maintaining effective relationships with new and existing consumers
- Maintains consumer prospect lists/contact database in order to identify client travel trends; Proactively and consistently seeks opportunities to promote and sell Norwegian Cruise Line products based on client travel history
- Acquiring in depth industry and company knowledge in order to articulate cruise product features, benefits, pricing and make recommendations to include promotions, itineraries, and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities
- Attends and actively participates in daily team meetings or relevant sales training in order to ensure appropriate sales techniques are being used and accurate information is being communicated to direct consumers
- Participating in department approved mass e-mail campaigns targeting specific guests' profiles
- Processing payments for guest bookings.
Customer Service Representative
Gmmi
Pembroke Pines, FL
02.2021 - 03.2022
- Answered inbound calls and automated call backs, assisting clients with claims status requests, setting up new claims, etc
- Made outgoing calls following up on existing claims that are in process or contacting the passenger with claims outcome decision
- Updated the records spreadsheet with existing claims and remove those that have been located
- Verified/updated mailing address on returned mail to re-send correspondence to passenger
- Received new claim mail from tour operators/travel agents to set-up new claims
- Documented all interactions with passengers
- Performed other duties as assigned
- Responded to customer emails in regards to claims.
Customer Service Representative
Chewy
03.2020 - 01.2021
- Engaged directly with customers who contacted us for a variety of topics ranging from helping them shop for a new pet, to finding that perfect chew toy, or even problem-solving when everything doesn’t go as planned
- Primarily inbound but sometimes required outbound follow-up, sending an email, or other forms of communication
- Research and problem-solve to determine appropriate solutions for the customer and follow-up as needed to resolve issues
- Operated with understanding, active listening, patience, empathy and kindness to customers and Team Members alike
- Went above and beyond to “Wow” customers
- Helped customers over the phone (sometimes other channels as needed) with a variety of topics, primarily using our internal computer software and systems to research solutions and document their accounts, so being detail-oriented is critical
- Placed online orders using our system.
Fan Services Representative
Fanatics, Inc
10.2019 - 03.2020
- Be an advocate for our Fans by owning their problems and/or questions and working relentlessly to deliver an amazing Fan experience
- Handle inbound calls and/or written communications from Fans regarding orders and inquiries
- Compose written responses through communication mediums to include email, chat, and trouble ticketing
- Maintain and Protect Fan data, including documentation of discussions, issues, requests, and other relevant information
- Flexibility to Work a Weekend Day/Night, Second Shift and/or Holidays
- File claims for damaged/lost merchandise
- Managed customer accounts
- Greeted customers
- Conducted customer service surveys
- Handled reservations
- Resolved customer issues
- Worked in the inbound call center
- Assisted customers via live chat
- Collected and documented orders
- Responded to inquiries and issues
Allivet Pet Pharmacy, Allivet
05.2019 - 09.2019
- Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
- Answers incoming Customer calls related to, but not limited to product orders, shipping issues, returns, manufacturer recalls and billing and credit memo copy requests
- Communicates with Customers via telephone, email, or fax
- Monitors and provides updates to the customer master group
- Investigates customer complaints concerning billing of products, shipping errors, and damages, referring quality complaints to designated departments and or product manufacture for investigation
- Interfaces with other departments in the processing of any Customer related issues
- Assists customers with requests for and the processing of returned product
- Works in a partnership with entire Sales Organization, including Corporate Accounts
- May be requested to contribute and work on specific projects
- Performs related duties as assigned.
Customer Service Representative
Sutherland
08.2018 - 02.2019
- Answer phone calls to our dedicated scheduling line and book appointments
- Change appointments for patients and communicate with other health care professionals about changes to preparation
- Work in emergency appointments and resolve scheduling conflicts
- Sent emails regarding office complaints or special accommodations
Customer Service Representative
MXD GROUP
09.2014 - 03.2017
- Dispatched/routed truck drivers to assigned delivery spots
- Answered customer's phone call/questions and concerns
- Responded emails pertaining to past and future deliveries
- Communicated positively with supervisors, sales staff, fellow workers and customers to coordinate deliveries/pick-up
- Supported delivery teams as they delivered product to customers
- Attended product knowledge meetings as required by management
- Performed additional tasks as assigned by the facility manager and delivery manager
Service Representative
Broward County Court
05.2014 - 07.2014
- Scanned documents to document management system
- Prepared documents for scanning, data entry and indexing
- Retrieved records for other departments within the courthouse
- Ensured quality control of documents entered to document management
- Organized original documents to be re-filed
- Performed other duties as requested or required.
Education
High School Diploma - undefined
Miami Carol City High School
Miami, FLSkills
- Proficient Microsoft Word, Excel, PowerPoint, Outlook, Windows, and Standard Office Machine,
- Excellent written and verbal communication skills
- Order Fulfillment
- Credit Card Payment Processing
- Customer Relations
- Fleet Dispatching
- Microsoft PowerPoint
- Active Listening
- Retail Sales Customer Service
- Microsoft Word
- Route Dispatch
- Computer Proficiency
- Typing Proficiency
- Order Processing
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
Additional Information
- Willing to relocate to:, Pembroke Pines, FL - Miami, FL - Fort Lauderdale, FL Authorized to work in the US for any employer
Skills
- Customer Service
- Critical Thinking
- Delivery Scheduling
- Call Center Operations
- Reading Comprehension
- Refund Processing
- Shipping and Receiving Understanding
Relocation
Willing to relocate to
Timeline
Dispatch Supervisor
SkyHop Global
06.2023 - 12.2025
Customer Service Representative
Norwegian Cruise Line
04.2022 - 05.2023
Customer Service Representative
Gmmi
02.2021 - 03.2022
Customer Service Representative
Chewy
03.2020 - 01.2021
Fan Services Representative
Fanatics, Inc
10.2019 - 03.2020
Allivet Pet Pharmacy, Allivet
05.2019 - 09.2019
Customer Service Representative
Sutherland
08.2018 - 02.2019
Customer Service Representative
MXD GROUP
09.2014 - 03.2017
Service Representative
Broward County Court
05.2014 - 07.2014
High School Diploma - undefined
Miami Carol City High School