Summary
Overview
Work History
Education
Skills
Timeline
Generic

Quiana Brooks

Florence,US

Summary

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

12
12
years of professional experience

Work History

Manager

Vibez843
Florence, SC
04.2022 - Current
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Developed annual goals for each department based on market trends and competitor analysis.
  • Collaborated with other departments to ensure timely completion of projects within budget constraints.
  • Reviewed contracts before signing them on behalf of the organization.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Correctional Officer

Scotland Correctional
laurinburg, North Carolina
11.2018 - 03.2022
  • Ensure the safety and security of adult male inmates.
  • Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
  • Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
  • Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
  • Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
  • Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
  • Responded to emergency situations such as riots or disturbances with appropriate force measures.
  • Investigated incidents involving prisoners or staff to determine who was responsible for any violations of policies or procedures.
  • Provided guidance and counseling services to help inmates adjust to their new environment and develop life skills needed upon release from prison.
  • Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
  • Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.

Customer Service Rep

Sykes call center
Fayetteville, NC
09.2014 - 09.2017
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Solicit sales of new or additional services or products.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Cashier / Trainer

Party City
Fayetteville, North Carolina
07.2012 - 10.2014
  • Suggest specific product purchases to meet customers' needs
  • Work as part of a team of demonstrators to accommodate large crowds
  • Instruct sales staff in color coordination of clothing racks or counter displays
  • Record and report demonstration-related information, such as the number of questions asked by the audience or the number of coupons distributed
  • Interview, select, and train warehouse and supervisory personnel
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Change or rotate window displays, interior display areas, or signage to reflect changes in inventory or promotion
  • Select themes, lighting, colors, or props to be used
  • Track and trace goods while they are en route to their destinations, expediting orders when necessary
  • Consult with advertising or sales staff to determine type of merchandise to be featured and time and place for each display
  • Provide product information, using lectures, films, charts, or slide shows.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.

Education

High School Diploma -

Seventy First High
06.2016

Multi-tasking Marketing -

Skills

  • Expert
  • Experienced
  • Diplomatic Communication
  • Inbound And Outbound Calling
  • Retention Management
  • Upselling Strategies
  • Retail Store Support
  • Presentation Skills
  • Empathetic And Genuine
  • Data Entry
  • Conflict Mediation
  • Handling Escalations
  • Service Recommendations
  • Customer Service Excellence
  • Customer Engagement
  • [Product Or Service] Expertise
  • Policy Implementation
  • Marketing
  • Business Planning
  • Time Management
  • Customer Relationship Management (CRM)
  • Negotiation
  • Sales management

Timeline

Manager

Vibez843
04.2022 - Current

Correctional Officer

Scotland Correctional
11.2018 - 03.2022

Customer Service Rep

Sykes call center
09.2014 - 09.2017

Cashier / Trainer

Party City
07.2012 - 10.2014

High School Diploma -

Seventy First High

Multi-tasking Marketing -

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Quiana Brooks