Steven Brooks
Duncanville,AL
Summary
Customer Service Professional and Call Center Leader with demonstrated success in delivering exceptional customer experiences and managing operations across call center and retail environments. Cultivated strong relationships with customers, effectively resolved complex issues, and fostered team collaboration to achieve operational goals.
Overview
21
21
years of professional experience
Work History
Kitchen Manager
QuikTrip
Grenada, Mississippi
05.2025 - 07.2026
- Oversaw daily operations of the kitchen
- Supervised kitchen staff to ensure efficient food preparation and service.
- Managed inventory levels and ordered supplies to maintain kitchen operations.
- Ensured compliance with health regulations in all kitchen processes.
- Implemented cleaning schedules to maintain a safe working environment.
- Reviewed daily operations to identify areas for process improvement.
Initial Trainer
QuikTrip
Phoenix, Arizona
07.2023 - 05.2025
- Trained newly hired top talent to fill key positions and maximize productivity.
- Created training programs for new team members, facilitating smoother onboarding and integration.
- Guided team members in transitioning to new processes and systems, enhancing overall adaptability.
- Evaluated training effectiveness through feedback and performance assessments.
- Modified teaching methods to address individual learner needs.
- Mentored employees, fostering collaboration and enhancing operational efficiency.
- Conducted safety training to ensure compliance with company policies.
Assistant Store Manager
QuikTrip
Phoenix, Arizona
07.2022 - 07.2023
- Supervised daily store operations and ensured team efficiency.
- Managed inventory levels and coordinated restocking efforts.
- Implemented marketing promotions to enhance customer engagement.
- Handled customer inquiries and resolved issues promptly.
- Oversaw cash handling procedures and maintained accuracy.
- Collaborated with management to develop sales strategies.
- Monitored store cleanliness and safety compliance standards.
Customer Service Advocate
Maximus Call Center
Phoenix, Arizona
04.2021 - 06.2022
- Resolved customer complaints through active listening and effective problem-solving, resulting in improved customer retention.
- Assisted customers with inquiries via phone and chat, delivering accurate information to enhance customer satisfaction.
- Processed service requests efficiently using internal software systems.
- Collaborated with team members to streamline customer service processes, fostering a more efficient workflow.
Purchasing Associate
Best Western Hotels & Resorts
Phoenix, Arizona
01.2019 - 03.2020
- Assisted in negotiating pricing and terms with suppliers to achieve cost savings.
- Managed vendor relationships to ensure timely product delivery and quality standards.
- Reviewed purchase orders for accuracy and compliance with company policies.
- Developed purchasing reports to track trends and support decision-making processes.
- Collaborated with hotel staff to identify purchasing needs and specifications.
Data Entry Supervisor
McKesson
Phoenix, Arizona
09.2017 - 10.2018
- Supervised data entry team to ensure accuracy and timely completion of tasks.
- Trained new staff on data entry procedures and company systems.
- Monitored workflow processes for efficiency and compliance with company standards.
Customer Service Supervisor
Avesis
Phoenix, Arizona
08.2016 - 09.2017
- Supervised 25-member customer service team to enhance support delivery quality.
- Resolved escalated customer issues using effective communication strategies to maintain customer satisfaction.
- Managed scheduling and workload distribution among team members.
- Monitored team performance metrics to pinpoint areas for service improvement.
- Collaborated with management to implement process improvements in service delivery.
- Trained new staff on company policies and customer service procedure.
- Conducted regular team meetings to foster communication and motivation among staff.
Customer Service Lead
Avesis
Phoenix, Arizona
03.2013 - 08.2016
- Handled escalated customer questions and resolved complex issues effectively.
- Trained new staff on customer service procedures and company guidelines, ensuring adherence to company standards.
- Assisted customer support team in enhancing client satisfaction.
- Collaborated with a 25-member customer support team to enhance client satisfaction.
Customer Service Representative
Telac Access Worldwide
Phoenix, AZ
01.2006 - 11.2015
- Provided exceptional support to customers through effective communication and problem-solving.
- Maintained product knowledge to assist customers with inquiries and recommend solutions.
- Collaborated with team members to ensure consistent service delivery across all channels.
Skills
- Inventory management
- Quality control
- Process improvement
- Team training
- Staff supervision
- Leadership
- Customer service
- Time management
- Problem solving
- Effective communication
- Conflict resolution
Timeline
Kitchen Manager
QuikTrip
05.2025 - 07.2026
Initial Trainer
QuikTrip
07.2023 - 05.2025
Assistant Store Manager
QuikTrip
07.2022 - 07.2023
Customer Service Advocate
Maximus Call Center
04.2021 - 06.2022
Purchasing Associate
Best Western Hotels & Resorts
01.2019 - 03.2020
Data Entry Supervisor
McKesson
09.2017 - 10.2018
Customer Service Supervisor
Avesis
08.2016 - 09.2017
Customer Service Lead
Avesis
03.2013 - 08.2016
Customer Service Representative
Telac Access Worldwide
01.2006 - 11.2015