Operations & Customer Service Professional

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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