Quentoria Brooks
Atlanta
Summary
Adaptable and positive individual with strong problem-solving and communication skills. Possesses deep understanding of customer service principles and proficiency in conflict resolution and team management. Committed to improving customer satisfaction and team performance through effective leadership and strategic planning.
Overview
13
13
years of professional experience
Work History
CSR Supervisor
Fred Loya Insurance
08.2021 - 12.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Leveraged data analytics tools to identify trends and patterns in customer interactions, informing strategic decision-making processes within the company.
- Spearheaded quality assurance initiatives, leading to consistent delivery of excellent customer service standards.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
Property Consultant
1 Key Realty
03.2017 - 01.2020
- Built a solid network of industry professionals, resulting in valuable business partnerships and referrals.
- Delivered informative presentations to clients, presenting market trends and investment opportunities.
- Assisted clients with property acquisitions, guiding them through the entire process from initial search to closing transactions.
- Evaluated success of marketing efforts periodically and adjusted strategies accordingly to optimize results while adhering to budget constraints.
- Prepared detailed reports that analyzed property features, location, market conditions, and financial data to support decision-making processes for clients.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Mentored junior team members, sharing industry knowledge and best practices for their professional development and overall team success.
Customer Service Representative
National Grid USA
03.2012 - 01.2018
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Education
High School Diploma -
David W Carter
Dallas, TXSkills
- Staff training and development
- Sales Assistance
- Call center operations
- Feedback delivery
- Time management
- Problem-solving
- Team leadership
- Verbal and written communication
- Decision-making
- Training and mentoring
- Customer relations
- Schedule management
- MS office
Timeline
CSR Supervisor
Fred Loya Insurance
08.2021 - 12.2024
Property Consultant
1 Key Realty
03.2017 - 01.2020
Customer Service Representative
National Grid USA
03.2012 - 01.2018
High School Diploma -
David W Carter
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