Paula Brooks
Washington,DC
Summary
Certified Client Service Specialist (CCSS) with a proven track record of exceeding client expectations. Skilled in understanding and addressing client needs, resolving issues promptly, and building strong relationships. A vital link between clients and the organization, ensuring the delivery of exceptional services. Committed to contributing to the overall success of the organization and ensuring long-term client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Independent Contractor
Maplebear Inc., D/b/a Instacart
09.2024 - Current
- Utilizes Instacart's mobile application to fulfill orders, recommend substitutions, and communicate with online customers
- Delivers outstanding service to customers to maintain and extend relationships for future business opportunities
- Collaborates with customers to fulfill order specifications and exceed service expectations
- Delivers friendly and customer centric support throughout the shopping, purchasing, and delivery process
- Provides prompt and accurate service to ensure customer satisfaction within tight timeframes
- Achieves deadlines and quality objectives for accuracy and timeliness consistently
- Shops at designated stores, verifies replacement items, selects fresh produce and meat, and delivers groceries punctually to specified locations
- Fosters positive rapport with retail staff through professionalism and friendliness
Client Services Specialist
Focus Data Solutions
03.2022 - 11.2023
- Helped large volume of clients every day with a positive attitude and focused on customer satisfaction
- Utilized active listening skills to identify client needs and provided appropriate solutions.
- Delivered high level of customer service by being proactive in telephone communication with clients to increase customer satisfaction, loyalty and retention.
- Documented daily Help Desk service requests promptly and reviewed client's priority issues and updated status
- Collaborated with cross-functional teams to develop tailored solutions that met specific client needs.
- Maintained accurate record-keeping with proactive attention to client information updates
- Improved overall response times by refining support ticketing system workflows leading to higher levels of customer satisfaction.
- Designed practical informational resources guide on best practices and tips on how to improve customer service skills
- Developed and implemented Standard Operating Procedures (SOPs) for applying workflow processes
- Co-facilitated quarterly client management customer service Lunch n' Learn presentations on-an-as needed basis
- Maintained accurate records of all client interactions, ensuring timely follow-ups and consistent communication
- Developed and implemented client service procedures to apply best practices and established quality standards.
- Forged and implemented customer satisfaction surveys to measure client service quality by 10%
- Investigated and resolved client inquiries and complaints quickly.
- Followed-up and followed through with clients on resolved issues to maintain high standards of client service
Customer Service Associate
Giant of Maryland, LLC
10.2020 - 02.2022
- Provided courteous customer-facing experience with prompt, friendly, helpful, and efficient service for large volume of customers in fast-paced retail environment
- Managed transactions with customers using cash register, scanned goods and ensured pricing was accurate
- Collected payments whether in cash, check or credit/ATM card
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided training and support to new associates to help provide high-quality customer service
- Known for dependability, prompt, and reliable attendance
Host
URBN · Urban Outfitters, Inc. D/b/a Terrain Cafe
10.2018 - 07.2019
- Welcomed customers warmly upon arrival and provided friendly and warm presence throughout dining experience
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times
- Answered customer questions about hours, seating, and menu information
- Supported six (6) servers, three (3) food runners, and bussers with keeping dining area ready for every guest
- Monitored seating area and checked restrooms regularly to keep spotless
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
- Accommodated special seating requests for customers to enhance satisfaction
- Completed daily side work and opening and closing duties without fail
Salon Coordinator
Coifs Salon, LLC
09.2015 - 08.2018
- Greeted patrons upon arrival at salon, offering prompt, courteous service
- Managed salon's master calendar to organize customer appointments, employee schedules and special events
- Scheduled appointments by phone, email and in person and recommended additional services
- Maintained client waiting area, ensuring that it was always kept clean
- Upsold salon products and services to customers through effective communication and successful marketing methods
- Worked to continuously increase salon business through effective sales, service, and operations policies
- Promoted business through marketing initiatives and use of social media
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development
Office Manager
amfAR, The Foundation for AIDS Research
06.2013 - 07.2015
- Administered business services for the Public Policy Office by organizing office procedures with corporate resource offices and cultivated relationships with vendors
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry
- Achieved organizational efficiency that nurtured positive, inclusive work environment. Had natural flexibility in handling day-to-day routines as well as surprises
- Handled mailroom procedures, purchased office supplies, processed travel/payment requests for billing, consultant invoices, credit card reconciliation, and expense report
- Monitored and controlled activities related to the safety/security and maintenance of the facilities, office equipment, records, files, and systems
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections
- Implemented and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Assisted HR with the onboarding process for new hires, including conducting orientation sessions and completing necessary paperwork
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity
- Liaised with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture
- Guided variety of event logistical duties for Capitol Hill bi-annual Policy Conference. Worked with arranged budgets and provided periodic progress reports to senior staff for each event
- Coordinated staff celebrations (birthday, team building, holiday, and farewell)
Education
Associate in Arts - Business Administration
Strayer University
Washington, DCUndergraduate Certificate - Management
Strayer University
Washington, DCSkills
- Client Relations
- Office Management
- Project Management
- Effective Listening
- Billing & Invoicing/Income/Contracts
- Delegating Tasks
- Empathy & Offering Help or Advice
- Credit Card Reconciliation
- Effective Communication
- Influencing & Negotiation
- Customer Relations & Service
- Internal/External Relations
- Knowledge of Best Practices
- Expense & Reimbursement Reports
- Managing Multiple Priorities
- Oral & Written Communication
- Facilities & Building Relations
- Meetings, Events & Logistics
- People-First Attitude
- Front Desk Reception
Certification
Certified Client Service Specialist, CCSS
CCPC Global
The Canadian Council of Professional Certification
11/22 - 11/25
Timeline
Independent Contractor
Maplebear Inc., D/b/a Instacart
09.2024 - Current
Client Services Specialist
Focus Data Solutions
03.2022 - 11.2023
Customer Service Associate
Giant of Maryland, LLC
10.2020 - 02.2022
Host
URBN · Urban Outfitters, Inc. D/b/a Terrain Cafe
10.2018 - 07.2019
Salon Coordinator
Coifs Salon, LLC
09.2015 - 08.2018
Office Manager
amfAR, The Foundation for AIDS Research
06.2013 - 07.2015
Associate in Arts - Business Administration
Strayer University
Undergraduate Certificate - Management
Strayer University
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