Customer Service Manager
Resume:
DeAnna Brook
Claremore, OK 74019
*********@*****.***
Profile
• 7 years successful experience as Oklahoma Territory Manager, acquiring new contractors to
provide road service and managing all aspects of their relationships with AAA Oklahoma
• Excellent working knowledge of Microsoft Office Suite, particularly Microsoft Word and Microsoft
Excel
• Involved team player with excellent oral and written communication skills
• Demonstrated ability to implement and train contractors on new location based technology
• Demonstrated decision making skills
• Ability to troubleshoot issues with various programs needed to efficiently provide road service for
AAA members
Employment AAA Oklahoma, 2121 E. 15th St, Tulsa, OK 74104 918-***-****
Dispatcher, 5/2006 – 12/2007
• Dispatched emergency road service calls throughout the entire state of Oklahoma
Territory Manager, 1/2008-2/2015
• Contractor relations
o Acquired new service contracts through negotiations of goals and directives
o Ensured contractor compliance through regular audits, adjustments, and investigations of
damage complaints
o Installed, trained, and troubleshot all technology for contractors and their office staff
o Created and maintained grids in all Oklahoma Counties to ensure all road service calls
were assigned to the appropriate facility
o Created proposals for contractor pay increases and their impact to overall yearly budget
o Coached poorly performing contractors and ultimately decided whether or not to keep
facility contracted
• Customer Service
o Internal – provided assistance to other departments regarding membership coverage and
determined when/if exceptions would be made
o Internal – provided assistance to dispatchers concerning what contractor would best be
suited for unusual circumstances
o External – processed all reimbursement requests and made determinations concerning
how much to reimburse
DeAnna Brook
1703 S. Cherokee Ave
Claremore, OK 74019
*********@*****.***
o External – handled all member complaints related to contractor performance
Education University of Tulsa, Tulsa, OK 1990-1992
• Studied Business Communications and Computer Science
Tulsa College of Business & Technology, Tulsa, OK 1982-1984
• Studied Business Administration and Accounting
References
• Michelle Reit, AAA OKSD, Territory Manager, Sioux Falls, SD 605-***-****
• Rick Jewell, Owner, TJ’s Wrecker Service, Tulsa, OK 918-***-****
• Doyle Ragsdale, Owner, Ragsdale’s Wrecker Service, Spencer, OK405-***-****
• Stanley Nevitt, Owner, Stanley’s Wrecker Service, Enid, OK 580-***-****
• Scott Metzger, Executive Director, Electronic Synergy Foundation, Tulsa, OK 918-***-****
Contact this candidate