BROOKE CLAYTON

904-***-**** advp5w@r.postjobfree.com

Summary

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Experience

Retention Specialist (Promo Roll, Remote) 05/2022-Present – Xfinity

• Deescalate customer calls

• Repackage accounts with new promotions and products

• Explain customer account details

• Transfer services

• Open new accounts/restart accounts

• Troubleshoot equipment and service connections

• Issue credits and refunds as necessary

• Explain billing, promotion, and consent details

Customer Service Specialist (Remote) 02/2017 to 11/2021 Chime Solutions Documented customer correspondence in CRM to track requests, problems and solutions. Upheld quality control policies and procedures to increase customer satisfaction. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues. Executed and developed methods to obtain post-production product feedback from customers. Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.

Customer Service Representative 07/2015 to 01/2017 Forever 21 Customer Contact Center Answered inbound calls, chats and emails to facilitate customer service. Fielded customer complaints and queries, fast-tracking for problem resolution. Upheld quality control policies and procedures to increase customer satisfaction. Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Mentored new employees on procedures and policies to maximize team performance. Customer Service Lead 04/2013 to 06/2015 Reign Hair Care Interviewed, hired, and coordinate training of new team members. Assisted in escalated customer problems via phone, email, and live chat Conducted regular call monitoring to ensure a superior client experience. Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.

Communicated performance expectations and monitored performance plans. Participated in project meetings, created new processes and procedures, and trained agents accordingly. Skills

Education and Training

GED

Georgia Piedmont Technical College

Associate of Arts: Business Administration and Management Southern New Hampshire University

Efficient and Detail-Oriented

Email Support

Understanding Customer Needs

Creative Problem Solving

Call Documentation

Order and Refund Processing

Salesforce

Data Entry

CRM Software

LiveChat

Microsoft Office

Billing Adjustments and Refunds Review

Data Entry

Analytics

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