Summary
Overview
Work History
Education
Skills
Timeline
background-images

Sky Azure Brooks

Phoenix,AZ

Summary

As a Customer Support Advocate for Unpluggd Consulting, I have honed my skills in customer service to elevate client satisfaction levels. Being the main point of contact, I excel in managing inquiries and resolving technical issues promptly, showcasing a deep commitment to our valued clients.

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

4
4
years of professional experience

Work History

Customer Support Specialist

Waste Managment
09.2024 - Current
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions to provide accurate information to customers.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Contributed toward exceeding monthly targets consistently through diligent work ethic and commitment to results-oriented support strategies.

CX ADVOCATE

Unpluggd Consulting
01.2021 - Current
  • Ticket Management: Monitored and prioritized incoming support tickets through Zendesk.
  • Issue Dispatching: Efficiently routed technical issues to appropriate IT technicians for resolution.
  • Client Communication: Served as the primary point of contact for clients, providing timely updates and information.
  • Problem Identification: Quickly assessed incoming issues to determine urgency and potential solutions.
  • Administrative Tasks: Performed various administrative duties to support the team and department.
  • Escalation Management: Handled escalated issues and escalated to management when necessary.

Education

High School Diploma -

Berkeley City
Berkeley, CA

Skills

  • Proficiency in Ticketing Systems (eg, Zendesk)
  • Basic IT issue diagnosis
  • Accurate and efficient data entry
  • Building rapport
  • Resolving issues
  • Strong spoken communication abilities
  • Effective written communication
  • Identifying issues
  • Prioritizing tasks
  • Timely project completion
  • Ensuring accuracy
  • Attention to detail

Timeline

Customer Support Specialist

Waste Managment
09.2024 - Current

CX ADVOCATE

Unpluggd Consulting
01.2021 - Current

High School Diploma -

Berkeley City

Similar Profiles

CREATE PROFILE
Sky Azure Brooks