William Brook
Peoria,Illinois
Summary
Dedicated customer service professional with over 10 years of experience across various roles, demonstrating exceptional skills in communication, coordination, and client support. Adept at handling inbound and outbound calls, managing administrative tasks, and utilizing Microsoft Office. Proven ability to deliver high-quality service and support in fast-paced environments. Diligent data management with solid background in providing administrative support and managing office tasks. Proven track record of streamlining operations and improving efficiency in previous roles. Demonstrated strong organizational and communication skills. Professional with background in administrative support, known for high standards and results-driven approach. History of optimizing office operations and contributing to team success. Reliable and adaptable, consistently meeting changing needs. Skilled in organization, communication, and multitasking.
Overview
20
20
years of professional experience
Work History
Remanufacturing Technival Assistant
Harvey Nash (Caterpillar)
07.2024 - Current
- Assisted dealers in answering questions about engines, parts, and how they fit together
- Utilized customer service experience by speaking to dealers over the phone and through email
- Proficient with Reman programs : HVC, TMI, and Teams
- Working knowledge of Saleforce.com applications
- Working knowledge of engines and engine components
- Ability to read engineering prints
- Variety of Experience with engineering, diesel mechanics or engine assembly / testing
Financial Aid Specialist
Eureka College
01.2021 - 04.2024
- Assisted students and parents with financial aid inquiries, providing clear and accurate information on application processes, deadlines, and eligibility requirements
- Addressed and resolved complex financial aid issues, working closely with students and their families to find suitable solutions
- Managed a high volume of inbound and outbound calls daily (50-70 calls), ensuring each interaction was handled with professionalism and care
- Utilized strong oral and written communication skills to address concerns and provide detailed explanations
- Worked in the Administrative office, handling sensitive financial documents and maintaining accurate student records
- Utilized Microsoft Office for data entry, reporting, and correspondence
- Answer incoming phone calls for Services customers along with making outgoing calls as necessary
- Collaborated with the contact center to streamline workflows, improve response times, and enhance the overall efficiency of the financial aid process
Game Coordinator
Pekin Boy's and Girls Club
08.2013 - 11.2020
- Supervised and coordinated games and activities for children, ensuring they were engaging, safe, and age-appropriate
- Developed schedules and planned events to enhance the club's program offerings
- Acted as the primary point of contact for parents, providing updates on their children's activities, addressing concerns, and ensuring a positive experience for both children and their families
- Handled face-to-face customer complaints and resolved them as necessary
- Managed inbound and outbound communications with parents and other stakeholders, using phone calls and emails to maintain regular updates and coordination
- Utilized Microsoft Office to create schedules, track participation, and generate reports on program outcomes and improvements
- Handled high volume of incoming customer calls in a call center environment
- Worked closely with other staff members and volunteers to ensure seamless execution of activities and events, demonstrating strong organizational and leadership skills
Customer Service Representative
Affina
10.2008 - 07.2013
- Provided exceptional customer service for Toshiba and Sharp consumer products, resolving issues and answering inquiries through phone and email support
- Demonstrated strong problem-solving skills to identify and resolve product issues, often requiring detailed troubleshooting and effective communication with customers
- Demonstrated strong oral and written communication skills in all customer interactions, ensuring clarity and satisfaction
- Handled customer inquiries and complaints with professionalism and empathy, maintaining a high level of customer satisfaction
- Utilized Microsoft Office to document customer interactions, track issue resolution, and generate reports on service performance
- Maintained accurate records of customer interactions and issues to facilitate follow-up and continuous improvement
- Consistently met and exceeded performance targets, contributing to a high level of customer satisfaction and retention
- Handled incoming phone calls to assist customers
- Collaborated with team members to share knowledge and strategies for effective customer service
- Made outbound calls as necessary to follow-up with customers when further information was needed to help with their request or question
Quality Control Inspector
Caterpillar
02.2005 - 08.2008
- Conducted thorough quality control inspections on engine assemblies using a black light, ensuring products met strict standards and specifications
- Identified defects and initiated corrective actions, working collaboratively with engineering and production teams to address and resolve quality concerns
- Followed OSHA and company safety guidelines to maintain a safe working environment, demonstrating a strong commitment to safety protocols
- Conducted regular safety audits and participated in safety training to stay updated on best practices
- Used Microsoft Office to document inspection results, track quality metrics, and generate detailed reports on findings and corrective actions
- Maintained comprehensive records of inspections and quality control activities to ensure traceability and accountability
- Handles incoming phone calls for questions or concerns from dealers on deals
- Coordinated with production teams to communicate quality issues, provide feedback, and implement solutions to improve product quality
- Provided regular updates to management on quality performance and areas for improvement
Education
General Studies
Eureka College
Eureka, IL04-2025
Associate - Criminal Justice
Herzing University
Milwaukee, WI01.2016
Skills
- Customer Service
- Microsoft Office Suite
- Inbound and Outbound Calling
- Oral and Written Communication
- Coordination and Organizational Skills
- Problem-Solving and Attention to Detail
- Fast Learner
- Time Management
- Computer Skills
- Team Collaboration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
Languages
English
Full Professional
Interests
- Community Cleanup
- Enjoy hobbies that combine physical activity with outdoor exploration
- Backpacking and Hiking
- Music
- Volunteering
- Crafting and DIY Projects
- Woodworking
- Martial Arts
- Volunteer Travel
- Outdoor Recreation
- I like looking at the stars and learning about constellations
- Avid Reader
- Camping
- Hiking
- Passionate about balancing physical health with mental and emotional wellness
- Backpacking
- Regularly practice mindfulness and meditation for overall wellness
Timeline
Remanufacturing Technival Assistant
Harvey Nash (Caterpillar)
07.2024 - Current
Financial Aid Specialist
Eureka College
01.2021 - 04.2024
Game Coordinator
Pekin Boy's and Girls Club
08.2013 - 11.2020
Customer Service Representative
Affina
10.2008 - 07.2013
Quality Control Inspector
Caterpillar
02.2005 - 08.2008
General Studies
Eureka College
Associate - Criminal Justice
Herzing University
Similar Profiles
Raghavendra ChakravartulaRaghavendra Chakravartula
Senior Technical Recruiter at Nash Squared (Harvey Nash)Senior Technical Recruiter at Nash Squared (Harvey Nash)
Nishant Kumar BishnoiNishant Kumar Bishnoi
Senior Talent Acquisition Consultant at Harvey NashSenior Talent Acquisition Consultant at Harvey Nash
Narmina MammadovaNarmina Mammadova
Fit and Propriety Officer, HR Governance at Royal Bank Of Canada (contracted Via Harvey Nash)Fit and Propriety Officer, HR Governance at Royal Bank Of Canada (contracted Via Harvey Nash)