Paula B. Brooks
Washington
Summary
Highly organized Certified Client Services Specialist with strong communication, problem-solving, and multitasking skills. Adept in building strong relationships with clients and providing quality service. Seeking to advance my career and client service-related position where my interpersonal shine and management skills will be enhanced and fully utilized.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Services Specialist
Focus Data Solutions
03.2022 - Current
- Delivers a high level of customer service by being proactive in telephone communication with clients to increase customer satisfaction, loyalty and retention.
- Documents daily Intake help desk service requests promptly and review client’s priority issues and updates status.
- Collaborates with senior managers and IT supervisor in TEAMS meetings on complex customer service issues for client solutions and resolutions.
- Designs practical informational resources guide on best practices and tips on how to improve customer service.
- Co-facilitates quarterly client management customer service Lunch n' Learn presentations on-an-as needed basis.
- Provides excellent verbal and written communications to external clients for upcoming Quarterly Partner Reviews (QPRs).
- Utilizes active listening skills to identify client needs and provide appropriate solutions.
- Coordinates with client account management and IT staff to resolve service problems and boost client satisfaction.
- Maintains accurate record-keeping with proactive attention to client information updates.
- Offers troubleshooting advice to assist clients with basic Microsoft application issues and navigates smooth process.
- Develops and implements client service procedures to apply best practices and establish quality standards.
- Forge and implement customer satisfaction surveys to measure client service quality.
- Investigates and resolves client inquiries and complaints quickly.
- Responds to client requests, offering excellent support and tailored recommendations to address needs.
- Followup and follow 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 in a fast-paced retail environment.
- Managed transactions with customers using the 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 Café
09.2018 - 07.2019
- Greeted 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 servers, 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 guests to enhance satisfaction.
- Completed daily side work and opening and closing duties without fail.
Salon Coordinator
Coifs Salon, LLC
09.2015 - 12.2017
- 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 kept clean at all times.
- 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
- Reported to C-level management on organizational performance and progress toward goals.
- Directed business services by organizing office procedures with corporate resource offices and cultivated relationships with vendors.
- Achieved organizational efficiency that nurtured a positive, inclusive work environment.
- Had a natural flexibility in handling day-to-day routines as well as surprises.
- Guided a variety of event logistical duties for Capitol Hill bi-annual Policy Conference.
- Originated an Administrative Office Procedures Manual (AOP) and an administrative procedures binder as follow up to AOP manual.
Education
Associate of Arts - Business Administration
Strayer University
Washington, DC06.2011
Skills
Customer Service
- Active Listening
- Data Entry
- Verbal and Written Communications
- External-Internal Clients
- Frontline Hospitality
- Improving Client Experience
- Phone Calls
- Problem Resolution
Office Management
- Administrative Office Procedures
- Billing/Invoices/Income/Contracts
- Facilities and Building Relations
- Front Desk Administration
- Purchasing/Supply/Inventory
- Special Projects
- Vendor Relations
- Working with IT
Computer Applications
- MS Office 365 (Word, Excel, PowerPoint, Outlook, TEAMS)
- ConnectWise CRM
- IT Glue CRM
Social Media
- YouTube
Certification
Certified Client Services Specialist (CCSS); CCPC Global
The Canadian Council of Professional Certification
November 2022-2025
Languages
Spanish
Limited Working
Timeline
Client Services Specialist
Focus Data Solutions
03.2022 - Current
Customer Service Associate
Giant Of Maryland, LLC
10.2020 - 02.2022
Host
URBN · Urban Outfitters, Inc., D/b/a Terrain Café
09.2018 - 07.2019
Salon Coordinator
Coifs Salon, LLC
09.2015 - 12.2017
Office Manager
AmfAR, The Foundation For AIDS Research
06.2013 - 07.2015
Associate of Arts - Business Administration
Strayer University
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