Shavonna Brooks
Cibolo
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Representative
USAA
11.2023 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Service Advisor
North Park Subaru at Dominion
08.2022 - 12.2022
- Upselling additional services using low pressure, high integrity methods
- Providing accurate repair/maintenance estimates
- Adhering to policies on vehicle care and operation
- Following up on each repair, keeping customers informed of progress, and notifying customers when vehicles are ready for pick up
- Reviewing and explaining repairs and associated costs with customers
- Handling minor customer concerns and complaints and keeping the Service Manager informed of potential issues
- Maintaining Customer Satisfaction Index (CSI) scores in accordance with dealership standards.
Service Advisor
Gillman Subaru
05.2022 - 08.2022
- UCS computer system experience helpful
- Greet Customers in a professional manner
- Perform thorough walk-around inspection of vehicles
- Accurately record customer concerns, and relay this information to technicians accurately
- Help customer maintain their vehicle by outlining, and selling needed maintenance interval repairs
- Keep customers informed of vehicles progress while in shop
- Notify customers of changes in promise times
- Inform customers of future maintenance needs
- Perform active delivery of finished vehicles, with through explanation of work, and charges
- Complete all work according to the applicable safety requirements and published procedures
- Produce quality work that evidence pride of workmanship
- Explains technical diagnoses and needed repairs to non-mechanical individuals which may include other teammates and customers as required.
Team Lead
Walmart
10.2019 - 07.2021
- Be responsible for driving the future strategic direction of the business
- Play a critical role in building, inspiring, training and managing a talented, motivated, highly consultative sales and services team
- Be seen as an industry leader in NYC, Chicago and/or San Francisco
- Understand our client's businesses and develop appropriate solutions to meet their needs
- Work collaboratively with cross functional teams to drive revenue growth with new and existing customers, be a point of escalation for any potential issues
- Execute projects involving quantitative analysis, industry research and strategy development
- Consult with Product Marketing to help shape product development in support of client needs in the region
- Evangelize WMC with agencies, clients and at targeted events, conferences and media opportunities and champion Facebook product releases internally and externally
- Strong ability to forecast and efficiently allocate resources to drive profitable business results
- Deliver the highest level of customer service and present WMC's solutions in a compelling, positive and professional way.
USPS Mail Carrier
UNITED STATES POSTAL SERVICE (USPS - Full Time)
06.2018 - 10.2018
- The Mail Carrier is responsible for sorting mail of all classes in delivery sequence for the assigned area or route
- The Mail Carrier manages undeliverable mail according to postal regulations and laws
- The Mail Carrier delivers mail to businesses and residences on an assigned route
- The Mail Carrier retrieves mail from relay boxes and customer roadside boxes as needed
- The Mail Carrier tracks deliveries as instructed using a portable electronic scanner
- The Mail Carrier is responsible for delivering and collecting monies and receipts for custom fees, postage-due and C.O.D items
- The Mail Carrier is responsible for returning to the post office any mail collected during the assigned route
- The Mail Carrier provides customers with change of address and other postal forms as required, as well as general postal information
- The Mail Carrier must maintain clean, neat, and professional appearance which includes wearing the approved uniform
- The Mail Carrier is responsible for collecting and delivering mail by vehicle or on foot in an assigned area or route; maintaining effective public relations with customers.
Security Forces Specialist
United States Air Force (AF)
09.2012 - 07.2015
- Leads, manages, supervises, and performs force protection duties, including use of deadly force to protect personnel and resources
- Protects nuclear and conventional weapons systems and other resources
- Performs air base defense functions contributing to the force protection mission
- Controls and secures terrain inside and outside military installations
- Defends personnel, equipment, and resources from hostile forces
- Operates in various field environments, performs individual, and team patrol movements, both mounted and dismounted, tactical drills, battle procedures, convoys, military operations other than war, antiterrorism duties, and other special duties
- Operates communications equipment, vehicles, intrusion detection equipment, crew-served weapons, and other special purpose equipment
- Applies self-aid buddy care, life saving procedures, including cardiopulmonary resuscitation, as first responder to accident and disaster scenes
- Provides armed response and controls entry
- Detects and reports presence of unauthorized personnel and activities
- Implements security reporting and alerting system
- Enforces standards of conduct, discipline, and adherence to laws and directives
- Directs vehicle and pedestrian traffic
- Investigates motor vehicle accidents, minor crimes, and incidents
- Operates speed measuring, drug and alcohol, and breath test devices
- Apprehends and detains suspects
- Searches persons and property
- Secures crime and incident scenes
- Collects, seizes, and preserves evidence
- Conducts interviews of witnesses and suspects
- Obtains statements and testifies in official judicial proceedings
- Responds to disaster and relief operations
- Participates in contingencies
- Develops plans, policies, procedures, and detailed instructions to implement SF programs
- Plans, organizes, and schedules SF activities
- Provides oversight, guidance, and assistance to commanders with the application of information, personnel, and industrial security programs
- Operates pass and registration activities
- Supervises and trains SF augmentees
- Provides on-scene supervision for security forces
- Inspects and evaluates effectiveness of SF personnel and activities
- Analyzes reports and statistics
- Provides guidance on employment and utilization of military working dog teams
- Ensures proficiency training and certification standards are maintained
- Employs military working dogs to support worldwide security force operations and executive agency requirements
- Ensures health and welfare of military working dogs
- Trains handlers and military working dogs on all aspects of military working dog training
- Acts as an intruder in dog bite and hold training
- Reports and reacts to dog alerts
- Maintains dog training and usage records
- Responsible for storage, handling, and security of drug and explosive training aids
- Leads, manages, supervises, and implements ground weapons training programs
- Operates SF armories
- Controls and safeguards arms, ammunition, and equipment
- Instructs ground weapons qualification training
- Provides guidance on weapons placement to security forces and ground defense force commanders
- Inspects ground weapons and replaces unserviceable parts
- Analyzes malfunctions by inspection and serviceability testing
- Uses precision gauges, testing instruments, and special tools to adjust parts and operating mechanisms
- Function-fires weapons for accuracy and serviceability
- Controls and operates firing ranges and associated facilities to include supervising construction and rehabilitation.
Education
Associate of Arts - Aviation Management
Embry-Riddle Aeronautical University - Daytona Beach
Daytona Beach, FL06.2025
High school diploma -
Insight School Of California - North Bay
Windsor, CA06.2011
Skills
Customer Focus
Coaching and Mentoring
Performance monitoring
Performance Improvement
Certification
- Driver's License
- Motorcycle License
Timeline
Member Service Representative
USAA
11.2023 - 09.2024
Service Advisor
North Park Subaru at Dominion
08.2022 - 12.2022
Service Advisor
Gillman Subaru
05.2022 - 08.2022
Team Lead
Walmart
10.2019 - 07.2021
USPS Mail Carrier
UNITED STATES POSTAL SERVICE (USPS - Full Time)
06.2018 - 10.2018
Security Forces Specialist
United States Air Force (AF)
09.2012 - 07.2015
High school diploma -
Insight School Of California - North Bay
Associate of Arts - Aviation Management
Embry-Riddle Aeronautical University - Daytona Beach
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