Rachael Brooks
Lafayette,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Executive Escalation Specialist
AT&T Business Mobility Services
09.2015 - Current
- Selected for the Escalation Team 6 months after transferring to Business
- Worked as an Escalation Team member for 6 of the 8 years on Business
- Provides escalation assistance to the company's local and overseas vendors
- Meet or exceeds all team and company stats
- Awarded for perfect attendance regularly
- Participated and implemented community engagement projects
- Responsible for creating Powerpoint Kudos for the company display screens
- Work daily with office programs like Teams, Outlook, Excel, and Avaya
- Became part of the Lafayette Culture Council that encouraged and cultivated positive workplace moral
Customer Service Representative
AT&T Mobility
05.2010 - 09.2015
- Worked under multiple managers and able to adapt to many managing styles
- Meet and exceeded monthly stats set by AT&T
- Became a New Hire Mentor that coached and onboarded new employees
- Was part of the Employee Engagement Committee to develop and oversee projects for the Call Center
- Worked as Manager Relief and Mi60 in the last 3 years with Consumer Care
- Selected for a specialized ICU Team to work escalated cases
Front Office Manager
Holiday Inn Express Hotel Suites
08.2008 - 01.2010
- Interned at an 84 unit property my Senior year of college
- Promoted to Front Desk Manager after 8 months
- Trained as a Breakfast Attendant, Room Inspector, and Night Auditor
- Booked reservations and meetings for leisure and corporate guests
- Acting Property Manager in absence of GM
- Ability to handle difficult guests and situations
- Attended Sales Conferences and earned certifications for IHG
Education
Bachelor of Science - Marketing And Hospitality
University of Louisiana At Lafayette
Lafayette, LA03.2008
Skills
- Active listening
- Flexibility
- Managing Conflict
- Conflict Resolution
- Teamwork
- Motivating others
Timeline
Executive Escalation Specialist
AT&T Business Mobility Services
09.2015 - Current
Customer Service Representative
AT&T Mobility
05.2010 - 09.2015
Front Office Manager
Holiday Inn Express Hotel Suites
08.2008 - 01.2010
Bachelor of Science - Marketing And Hospitality
University of Louisiana At Lafayette
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