Customer Service Representative

MICHELLE BROOKS

Customer Service Sales Visual Merchandiser

804-***-**** Roanoke, VA ***********@*****.*** PROFESSIONAL SUMMARY Dedicated, thorough, and friendly Customer Service Representative offering 5+ years’ experience providing exceptional care in the insurance, travel, and marketing industries. Proven history of improving customer experiences by tackling known issues and managing problems before they arise.

AREAS OF EXPERTISE PROFESSIONAL SKILLS ● Strategic Planning ● People Leadership ● Data Analytics

● Relationship

Building

● Problem Solving

● Collaboration

● Data Driven Decision

Making

● Written

Communication

● Creative Problem Solving

● Oral Communication

● Teaching/Tutoring

● Active Listening

TECHNICAL SKILLS ● Insurance Industry

Specific Software

● Adobe

● Zoom

● Microsoft Office

Suite Software

● Google Suite

● Slack

● Presentation Competency

● Computer Literate

● Research Expertise

● Ring Central

PROFESSIONAL EXPERIENCE P and C insurance agent

Direct Auto Insurance Mechanicsville, VA February 2025 to August 2025 Sales, customer service, endorsements, and taking payments. understanding state rules and procedures, and education to always be aware of regulations and best practices. Marketing Representative Visual Merchandiser August 2023 – September 2024 Crossmark, Richmond, VA

Marketing representative with specific routes for Johnson & Johnson, Frito-Lay, Heaven Gifts, amongst a wide variety of other brands. Promotes brands through visual strategies in a vast variety of locations. Ensuring that strategy complies with the ethos of the company, its products, and its customers.

● Establishing and cultivating relationships with suppliers. Highly organized, motivated, and coachable. Understanding the needs of the customer to bring optimal engagement of product sales.

● Researching consumer behavior and giving feedback shared with team and superiors. Implemented creative design displays to drive business and gather raw data.

Gap:

During my time between jobs, and moving to Richmond, I worked with various companies such as Acosta, Crossmark, Drive time, Phoodies (demoing products), seasonally with Amazon (Chester, Virginia location), and other “gig” companies. I have worked with teams on store resets, demoed food and other products, and seasonally as Amazon labor. I also took time off between 2021 and 2023 after selling my parents’ house. Adjudicator for the Pandemic Unemployment Agency (PUA) May 2021-September 2021 State of Arizona (Maximus Agency), (Remote) Fort Lauderdale, FL Worked with various state governing programs for pandemic relief aid. Helped ensure claimants continued to receive benefits by assessing and verifying data.

● As a neutral third-party reviewer, I was able to utilize strong analytical skills to ensure fairness and justice.

● I practiced maintaining objectivity throughout the process and followed proper procedure to the letter as defined in Section 2102 of the CARES Act of 2020.

● Worked in tandem with the fundamental eligibility requirements of the Federal-State UI program. Tutor April 2019– June 2020

Cognitutor, Fort Lauderdale, FL

Tutored and mentored students of all ages. Helped with classwork, writing, reading, middle school mathematics, amongst a variety of other subjects. Most students were in foster care, and many had disabilities. Working with exceptional students was a challenge and a true joy.

● Conscientious and flexible teacher well-versed in using social skills and empathy to manage student behavior, utilize feedback from students to create compelling lesson plans that consider the strengths and weaknesses of students.

● Created unique activities that enhanced student literacy.

● Adept at reframing issues or problems for students to identify and grow positively from as they come to fully understand the subject matter and tasks at hand.

Life Insurance Agent April 2018 - September 2019 Lincoln Heritage Life Insurance Company, Richmond, VA Implemented effective marketing strategies to sell new insurance contracts or modify existing ones as I consulted with clients and prospective clients to assess their insurance needs. Reviewed client budget, financial planning goals, and other personal and relevant details with confidentiality.

● Excelled at client research, unique marketing avenues, developing effective sales presentations, and following up on a regular basis with a deep emphasis in client care.

● Exhibited great communication skills by regularly checking in with existing clients and highlighting the variety of applicable policies.

● Exponential revenue growth exhibited with low chargeback rates. Adept at utilizing the sales metric: Pipeline Coverage to maximize opportunity.

Travel Sales Agent September-2015 - February 2018 Next Step Marketing, Pompano Beach, FL

Displayed an eye for detail as I advised clients in matters regarding destinations, cultures, customs, and activities to enjoy in the desired destination. My excitement for travel shined through with consistent travel packages sold, and repeat customers made.

● Skilled at developing and maintaining client relationships and highly committed to working with a team to achieve quotas.

● In-depth knowledge of effective sales strategies and exceptional presentation and persuasion skills.

● Committed to team synergy and great analytical skills when under pressure. EDUCATION Bachelor’s in Psychology, Virginia Commonwealth University, Richmond, VA 2014 Master’s in Exceptional Student Education, Nova Southeastern University 2016 (Graduating with a 3.87 GPA)

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