Susan Brooks
Homosassa
Summary
Reliable and customer-focused Customer Service Representative with experience supporting customers via phone, email, and live chat. Skilled in resolving billing, order, and account issues while maintaining high customer satisfaction. Detail-oriented, organized, and able to work independently in remote environments with minimal supervision.
Overview
9
9
years of professional experience
Work History
Office Manager
Coastal Rental Center
Port Richey
10.2016 - 12.2025
- Responded to customer inquiries via phone, email, and live chat
- Resolved billing, order, and account issues efficiently and professionally
- Accurately documented customer interactions in CRM systems
- Met or exceeded response-time and customer satisfaction targets
- Collaborated with team members using virtual communication tools
- Coordinated scheduling for equipment rentals and customer appointments effectively.
- Supervised office staff and provided training on company policies and procedures.
- Maintained inventory records and ordered supplies as needed for operations.
- Implemented filing systems to organize customer information and rental agreements.
- Assisted customers with inquiries and resolved issues in a timely manner.
- Collaborated with management to enhance customer service strategies at rental center.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Supervised staff members, organized schedules and delegated tasks.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Provided training to new hires on office policies and procedures.
- Developed and implemented office policies and procedures.
Education
High School Diploma -
Gulf High School
Skills
- Customer Support (Phone, Email, Chat)
- Remote Communication
- Problem Resolution
- Order Processing and Account Support
- Time Management and Multitasking
- Conflict De-escalation
- Microsoft Office and Google Workspace
- CRM Documentation and Case Management
- Customer relationship management
- Office organization
- Inventory management
- Staff supervision
- Policy development
- Virtual communication
- Scheduling coordination
- Invoicing accuracy
- Conflict resolution
- Time management
- Effective communication
- Problem solving
- Employee training
- Billing
- Scheduling
Timeline
Office Manager
Coastal Rental Center
10.2016 - 12.2025
High School Diploma -
Gulf High School