Customer Service Independent Contractor

John C. Brooks, MBA

**** *********** **., ************, ** 32244; 951-***-****; ************@*****.*********:******@****.***

mailto:******@****.***

EDUCATION

Master of Business Administration – Management June 2013

Nova Southeastern University, Fort Lauderdale, Florida

Bachelor of Science in Finance May 2011

Nova Southeastern University, Fort Lauderdale, Florida

EXPERIENCE

Area Manager II July 2021 – Present

North America Sort Center – Jacksonville, Florida (JAX9)

-Managed all sorts during tenure

-Set Site’s All-Time Record for highest TPH performance during a sort

-Deployed go-cart positioning project on the Linear Sorter saving $305,000 annually

-Led POD changing initiative during Prime Week ’22 marking highest DDU PSR rate

Area Manager II Apr 2020 – July 2021

Amazon Fulfillment Center – Middletown, Delaware (PHL7)

-Managed the PHL7 Ship Dock from April – November 2020

-Helped develop and introduce Flat Sorter Dynamic Resource Allocation

-Created the structure for Shipment Injection planning

-Has led three out of the four OB departments within the FC during tenure

Customer Service Director Aug 2018 – Apr 2020 The Hertz Corporation – New Orleans, Louisiana

-Ensured positive customer experience daily between Hertz, Dollar, and Thrifty

-Created weekly and monthly contest for frontline employees to increase revenue

-Developed creative solutions to maximize trends and improve overall operations

-Coached managers to train and develop employees in frontline positions

Area Manager of Value Added Services Aug 2016 – Aug 2018

The Hertz Corporation – Jacksonville, Florida

-Developed revenue generating efforts of frontline employees in seven markets

-Led sales training initiative for all Counter Sales Reps for eighteen profit centers

-Created weekly and monthly contest for frontline employees to increase revenue

-Assisted locations with the selection process of potential candidates

-Consulted locations toward operating effectively to increase sales performance

Location Manager Oct 2013 - Aug 2016

The Hertz Corporation – Fort Lauderdale, Florida

-Drove productivity beyond Hertz corporate standards

-Administered quality and performance audits

-Organized and monitored fleet within entire location

-Conducted daily meetings with subordinates discussing plans, strategies, and goals

-Motivated personnel toward driving Key Performance Indicators

-Facilitated communication with sister brands, upper management, and vendors

Marketing Account Manager May 2013 – Aug 2013

Ardor Health Solutions – Parkland, Florida

-Managed candidate inquiries regarding temporary and permanent placement

-Developed marketing strategies toward placing candidates

-Established and maintained lasting relationships with medical facilities

-Conducted reference verification and arranged interviews for candidates & clients

-Provided exceptional customer service and consistent follow-up

VP – Business Account Manager Jan 2013 – May 2013

Real Estate Wealth Advisors, LLC – Boca Raton, Florida

-Provided customer service support to clients and account executives

-Developed profitable and sustainable sales growth for key accounts managed

-Investigated client concerns while identifying trends and implementing solutions

-Managed overall customer satisfaction and profitability of customers

Arena Operations Staff Nov 2011 –Mar 2013

Nova Southeastern University – Fort Lauderdale, Florida

-Held responsibility for housekeeping and general maintenance of NSU Arena

-Communicated directly to customer to ensure satisfaction

-Strategically organized plans toward meeting specific deadlines and goals

-Led a team of Event Staff and Operations Personnel

-Conducted sales in the NSU Arena Box Office

Intramural Sports Supervisor Sep 2009–May 2011

Nova Southeastern University – Fort Lauderdale, Florida

-Evaluateded mechanics and work ethic of Intramural Sport Officials

-Orchestrated training sessions to improve employee skill sets

-Settled disputes between employees, participants, and spectators

-Assisted in marketing for the entire Intramural Sport department

ORGANIZATIONS

Nova Southeastern President 64 2011-Present

-Provided target feedback to NSU President George L. Hanbury II, PhD.

-Strengthened the relationship between NSU and its surrounding community

-Represented President George L. Hanbury II, PhD at recruitment initiatives for NSU

Kappa Alpha Psi Fraternity, Incorporated 2009-Present

Order of Omega, Greek Honors Society 2009-2011

Nova Southeastern University Men’s Basketball Team 2008-2011

-Served as team’s co-captain (2010-2011)

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