Keeron Brooks
Henrico
Summary
Customer Service professional with 11 years of experience seeking a Customer Service Rep role. Proven expertise in resolving customer concerns, adhering to protocols, and multitasking in high-volume call centers. Skilled in communication, problem-solving, and utilizing software applications to ensure accurate and timely service delivery.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
AAA Auto Club Group
06.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
CSR 1
ModivCare
01.2024 - Current
- Resolve member concerns and document conversations using structured protocols to ensure consistency and accuracy in scheduling, modifying, and canceling customer reservations.
- Safeguard customer information by adhering to company procedures, including HIPAA/PHI compliance, and accurately input trip data into systems.
- Refer unresolved customer grievances to the appropriate department for further investigation, while multitasking across multiple systems to extract necessary information.
Phone Banker
First Citizens
03.2015 - 01.2024
- Pre-qualified clients for banking products, including mortgages, business loans, and credit cards, to align with their specific financial needs.
- Served as the initial point of contact in a high-volume call center, utilizing organizational skills to manage and service existing accounts efficiently.
- Communicated with clients to effectively resolve escalated issues, ensuring customer satisfaction and retention.
Outbound Customer Service Sales Representative
Comcast
01.2008 - 12.2009
- Adapted to a dynamic environment by efficiently managing multiple computer systems to handle client requests and inquiries via phone, mail, and internet, ensuring prompt resolution of billing disputes.
- Processed and verified incoming applications, routing accurate paperwork to designated destinations to maintain high standards of data integrity and customer satisfaction.
Education
Diploma - General Studies
Thomas Jefferson High School
06.2007
Skills
- MS-Access
- Microsoft Word
- Microsoft Excel
- Software Applications
- Bank Regulations
- Billing
- Microsoft Outlook
- Business Requirements
- Call Centers
- Customer Service
- Communication
- Mortgage Loans
- Sales
- Leadership
- Problem Solving
Timeline
Customer Service Representative
AAA Auto Club Group
06.2025 - Current
CSR 1
ModivCare
01.2024 - Current
Phone Banker
First Citizens
03.2015 - 01.2024
Outbound Customer Service Sales Representative
Comcast
01.2008 - 12.2009
Diploma - General Studies
Thomas Jefferson High School
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