Sharonda Brooks
JACKSONVILLE,NC
Summary
Knowledgeable as well as dedicated and a strategic thinker with a proven track record at Humana, adept at driving customer satisfaction and streamlining processes for efficiency. Outgoing and positive while establishing a good work environment. Passionate at developing and growing partnership. Excelled in cross-collaboration and brand strategy, enhancing organizational workflows and customer engagement. Skilled in MS Office and brand promotion, consistently achieving significant results without exceeding a numerical percentage.
Overview
11
11
years of professional experience
Work History
Customer Service Strategist
Humana
01.2020 - 11.2022
- Collaborated with cross-functional teams to develop and execute strategic initiatives aligned with organizational objectives.
- Assisted with customers questioning about medications.
- Provided actionable insights based on data-driven analysis, enabling informed decision-making across all levels of the organization.
- Implemented innovative solutions for optimizing processes, and performed computations.
- Engaged in continuous process improvement efforts that led to more efficient workflows saving both time and resources.
- Recorded details of inquires and comments or complaints of transactions or interactions.
Customer Service Representative
Time Warner Cable
09.2014 - 12.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Remote Marketing Strategis
Dollhouse Linens And More
11.2011 - 02.2013
- Organized successful trade show events, showcasing products effectively while building relationships with potential clients and partners.
- Developed customer personas to better understand target demographics, enabling more focused marketing initiatives tailored to their needs and preferences.
- Conducted thorough market research to identify new business opportunities and areas for growth.
- Increased lead generation with the implementation of targeted content marketing strategies.
Education
Bachelor's Degree - Educational Psychology
Ashford University
San Diego, CA10.2018
Skills
- Leadership
- Brand strategy
- Customer Segmentation
- Scenario Planning
- Product development
- Marketing strategy
- 105 wpm typist
- MS office
Timeline
Customer Service Strategist
Humana
01.2020 - 11.2022
Customer Service Representative
Time Warner Cable
09.2014 - 12.2017
Remote Marketing Strategis
Dollhouse Linens And More
11.2011 - 02.2013
Bachelor's Degree - Educational Psychology
Ashford University