Customer Service Representative

Lisa Brooks

**** ******** ***** ***** *******, TX 77433• 240-***-**** • ********@*****.***

OBJECTIVE

Detail-oriented and organized professional with strong multitasking abilities and exceptional verbal and written communication skills. Offering over 6 years of experience in delivering top-tier service, cultivating relationships, and creating impactful reports and presentations. Eager to leverage background in office support, management, customer service, and sales within a challenging new role. PROFESSIONAL

EXPERIENCE

Coordinator, Member Services

First Book – Washington D.C.

Oct 2023 – Present

• Act as a primary point of contact for members, addressing inquiries promptly and effectively, ensuring high satisfaction levels.

• Conduct outreach to inform members of eligibility for opportunities, guiding them through grant applications and promotional requirements.

• Maintain regular and clear communication with members through various channels, fostering strong relationships and ensuring alignment with First Book initiatives.

• Educate new and existing members on the mission and operational model of First Book, enhancing their understanding and engagement.

• Communicate member benefits and promotional offers, increasing member participation and satisfaction.

• Support internal departments by executing diverse tasks and projects, including member outreach campaigns and facilitating multiple order placements. Customer Service Representative

Thompson Facilities Service – Washington, D.C.

Mar 2022 – Sep 2023

• Answered incoming calls at Howard University's call center, verifying caller information and directing service requests to appropriate departments.

• Managed work orders using Maintenance Connections for over 100 campus buildings across various locations.

• Provided initial technical support for basic installation and configuration issues.

• Updated system records and researched cases to ensure timely resolution of customer inquiries.

Customer Service Representative

Global Staff (SMARTTRIP) – Lanham, MD

Jul 2019 – Jan 2022

• Managed incoming calls for Smartrip, verifying patron details using Nextfare and Salesforce.

• Processed adjustments, refunds, and virtual card conversions for patrons.

• Handled relocation refunds for patrons moving more than 100 miles away from the Metropolitan Area.

• Provided information on WMATA service changes and balance inquiries for Smartrip cards.

Residential Concierge Feb 2018 – Dec

2019

Planned Companies – Washington, D.C.

• Greeted residents and guests with professionalism, handling inquiries and resolving concerns.

• Managed lobby oversight and maintained rapport with property management.

• Coordinated tenant events and administrative tasks, including package management and access control services.

Receptionist; Hospitality Clerk; Customer Service Representative May 2018 – Jan 2018 Sparks Groups – Metropolitan Area

• Greeted visitors, managed phone calls, and directed inquiries.

• Set up and maintained conference rooms, catered meetings, and managed logistics.

• Handled administrative tasks such as mail distribution and office support duties. Corporate Concierge Jun 2016 – Jul 2017

CLASSICS – Washington, D.C.

• Welcomed and assisted guests and clients, addressing inquiries and ensuring satisfaction.

• Coordinated corporate events and tenant appreciation activities.

• Provided administrative support, access control services, and maintained event databases.

• Promoted and marketed event tickets and corporate products. Customer Service Associate Dec 2014 – May

2016

Smithsonian – Washington, D.C.

• Assisted customers with purchases and inquiries at Smithsonian stores.

• Managed cash register transactions and maintained inventory stock.

• Educated customers about Smithsonian Membership benefits and promotions. Project Scanner Sep 2013 – Nov

2014

T-REX Inc – College Park, MD

• Utilized Kofax software to scan and digitize documents for database storage.

• Prepared and organized documents according to client specifications.

• Provided clear and concise customer service and maintained accurate logs and reports. Membership Assistant Nov 2012 – Aug

2013

Costco – Washington, D.C.

• Assisted customers with Costco membership processes including enrollment and renewal.

• Presented membership benefits at various community and business events.

• Managed customer inquiries and administrative tasks. Data Analyst Apr 2007 – Sep

2009

Progressive Tech Inc. – Bethesda, MD

• Prepared documentation for copyright submission using Siebel system.

• Tracked project deadlines and provided status reports.

• Trained new employees on system operations and ensured quality assurance. Contract Specialist/Administrative Assistant May 2005 – Apr 2007 Jan-Pro & Jani – Alexandria, VA

• Supported Regional Director in franchise purchase processes.

• Composed and edited sales proposals, correspondence, and marketing materials.

• Managed background check processes for franchise applicants. Receptionist; Hospitality Clerk; Customer Service Representative Nov 1999– Sep 2004 Comcast Cable Company – Beltsville, MS

• Provided customer service and technical support for Comcast services.

• Managed billing inquiries and promoted Comcast services to customers.

• Resolved basic installation and configuration issues. EDUCATION High School Diploma

Graduated

Washington Dix Street Academy – Washinton, D.C.

Paralegal Certificate

Completed

ADDITIONAL

SKILLS

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• SalesForce

• Nextfare

• Web Admin

• Magento

• FluentStream

• Classy

• CRM Systems

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