analyst, sales, resource navigator, escalations, customer service
Resume:
Office of the President – HomeServe USA Chattanooga, TN Aug 2020 – Feb 2025 • Served as primary point of contact for executive-level customer escalations requiring complex resolution and advocacy. • Coordinated across operations, compliance, legal, and external contractors to secure timely and compliant outcomes for clients. • Tracked case progress, documented resolutions, and ensured follow-through for vulnerable and high-impact cases. • Improved client satisfaction through structured communication, resource coordination, and outcome monitoring. LGBTQ+ Allies ERG Co-Chair – HomeServe USA Feb 2022 – Dec 2024
• Advocated for inclusive access to workplace resources, benefits, and community support services.
• Led outreach initiatives connecting employees to mental health, wellness, and community programs.
• Partnered with leadership to strengthen visibility and access to support resources. Inbound Sales Representative – HomeServe USA Apr 2018 – Aug 2020
• Assessed customer needs and connected individuals with appropriate service resources and support options.
• Documented service requests, maintained accurate records, and ensured smooth handoff to fulfillment teams.
• Provided empathetic support during high-stress service situations. Tier 3 Technical Coordinator – Charter Communications Mar 2015 – Feb 2018
• Managed advanced service escalations for customers experiencing prolonged or complex technical issues.
• Coordinated between engineering, field services, and customer care to restore essential connectivity services.
• Tracked outcomes and contributed to process improvements that enhanced service reliability. SHAY BROOKS
Certificate in Computer Information Systems – Sidney N. Collier Business School Architecture Coursework – Louisiana State University High School Diploma – John F. Kennedy Senior High
Compassionate and results-driven Resource Navigator with experience connecting individuals and families to essential services, managing high-level escalations, and coordinating across departments and external partners. Proven ability to advocate for clients, track outcomes, ensure compliance, and deliver person-centered support. Strong background in community engagement, technical coordination, and inclusive leadership. EDUCATION
PROFESSIONAL SUMMARY
PROFESSIONAL EXPERIENCE
RESOURCE NAVIGATION SKILLS
Client Advocacy
Community Resource Referral
Crisis & Escalation Support
Data Entry & Reporting
Needs Assessment
Interagency Coordination
Stakeholder Communication
Confidential Record Handling
Case Tracking
Compliance Documentation
Outcome Monitoring
Process Improvement
R E S O U R C E N A V I G A T O R
*************@*****.***
Chattanooga, TN
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