Simone E. Brooks

10924 South Eggleston Chicago, Illinois 60628

Cell Phone: (773) 218-8925   Email: Simoneebrooks@yahoo.com

 

CAREER OBJECTIVE

Dedicated and optimistic computer programming graduate seeking a position requiring a variety of tasks with responsibilities including customer service, technical support, and information management.

 

DeVry University Chicago, IL                                                                                                                                               

Bachelor of Science Degree in Technical Management

v      Business Information Systems Concentration  expected February 2015 G.P.A 3.8/4.0

 

Westwood College Calumet City, IL                                                                                                                                 

Associate of Applied Science in Computer Programming  May 2003 G.P.A 3.5/4.0

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COMPUTER SKILLS:  UNIX, Linux, Windows 7/8, Windows XP, Windows Vista, Windows Embedded, Windows NT, Microsoft Office Prof. Suite, Adobe Illustrator, Visual Logic Pro, Microsoft SharePoint Server, Microsoft SQL Server, Microsoft Visio, NetExpress, Cobal, C++, Java, VB.NET,  PL/SQL (Oracle), VBA, SQL, HTML, DHTML, Visual Studio, CMSS, PeopleSoft, Siebel, SAP, Lotus, NetForum, Mantis

 

PROFESSIONAL SKILLS:  Technical Support, Technical Writing, Organizational Skills, Project Management, Information Management, Research/Investigation, Reporting, Data Analysis, Human Resources, Customer Service, Consumer Relations, Sales, Banking, Accounting & Finance

 

March 2010 – February 2014                                                        BAI-Banking Administration Institute                                                                           Chicago, IL

Implementation and Account Management, Support Specialist

v      Provided prompt Implementation and Account Management for banks and credit unions using the BAI web based Learning Manager System (LMS).  Performed and managed clients on-boarding activities including account setup, initial data imports and web based customization for new and existing clients.  Constructed VBA macros in EXCEL for existing accounts for tracking, management, reporting and exporting of client usage and statistics in LMS.  Manipulated extracted data reports in Excel to reflect the LMS user overages and pending invoices for accounting purposes and notified clients of pending invoices.  Ran and submitted monthly reports utilizing SQL for account contract renewals to assist Sales Reps in the deactivation process, analyzed which accounts needed to be inactivated, and deactivated the accounts accordingly.  Updated NetForum CRM database records by merging or deleting records to reflect FDIC quarterly updates such as name changes, organizational changes, mergers, failures and acquisitions.

 

v      Provided assistance and support to clients and teammates for the automated and manual updates of employee information within the LMS.  Performed quality assurance testing for customer imports and HRIS updates on testing and production environments.  Performed many design configuration and implementation of custom theme/logo user interface and customized branded user login pages for clients.   Monitored contracts, processed updates and package add-ons to clients’ accounts.  Provided tier 1 and 2 technical support, investigation and troubleshooting for clients and team members. 

 

v      Acted as Subject Matter Expert (SME) for any account set up issue.  Coordinated enhancement requests to IT team and tested LMS system for content and functionality.  Utilized and documented SharePoint with latest testing, bugs and enhancement information.  Exhibited strong project management skills during development of the customer support services on-boarding team with processes procedures and service level expectations.  Helped regain lost revenue of over 100K by assisting with customer variance project and increased contract renewals by over 70 percent.  Documented and trained customer support specialists on troubleshooting common issues in the LMS.  Additionally acted as a resource to provide webinar training services for new training administrators utilizing Saba Centra virtual classroom and Adobe Connect.

 

July 2008 - July 2009                                                                                                                BP North America                                                                                        Naperville, IL

Senior Customer Service Representative

v      Consumer Relations Helpdesk Tier 1/Tier 2

Demonstrated outstanding problem solving skills with the ability to diffuse difficult customer escalations with tact and ease.  Consistently awarded Rewards and Recognition for achieving exceptional customer service.  Handled escalations and follow-ups of cases requiring further action or research for fellow team members.  Displayed unwavering performance despite difficult situations in the media such as oil spills, explosions, and environmental concerns which increased irate call volume and mass emails complaints.  Responded to BBB and other agencies on behalf of BP.  Requested by CEO, President, and Chairman of BP to draft letters responding to complaints.  Worked closely with team manager, leading team meetings in her absence and handling escalations for her when requested.  Ran weekly and monthly reports on call trends for forecasting and quality assurance.  Contributed to expertise in customer service to Call Center Optimization training material for the BP Customer Solutions Center.  Assisted in the development of new departmental policies and procedures.  Selected to provide class training in customer service for BP branded dealers during “Dealer School.”    

 

v      Claims

Handled approximately 10-20 consumer fuel contamination claims per month and approximately 100-150 per month during contaminated drops at terminal.  Issued checks to customers after determining BP’s amount of liability using customer’s paperwork, incident reports from sites and Global Fuels Technology Experts.  Sent request to Global Fuels Technicians to test fuel at sites whenever consumers made a claim against Bp alleging faulty fuel and investigated claim for payment or denial.  Processed and issued payment on personal injury claims for consumers injured at BP/Arco Retail Site Locations whenever BP was liable.  Reimbursed claims for vehicle damage to consumers and employees at Bp/Arco sites.  Investigated incidents where the pumps nozzle malfunctioned causing gas to overflow onto customers and reimbursed for damages sought when Bp was liable.

 

 

 

September 2007- July 2008                                                                                    BP North America                                                                                                       Naperville, IL

Customer Service Representative

v      Consumer Relations Helpdesk Tier 1

Point of Contact for feedback, questions, complaints on anything related to Bp Corporation for site managers, consumers, current/former employees, field representatives, regional retail representatives, media, charities etc. through phone, letter, or email queue.  Provided swift resolutions to customer complaints ultimately repairing trust and winning loyalty.  Resolved an average of 100+ inquiries of all kinds any given day exceeding weekly targets and SLA’s.  Consistently met performance benchmarks in all areas i.e. speed, accuracy, volume, and customer satisfaction.  Marketed rollout of new fuels, new franchises, new credit cards, and a host of promo’s including loyalty rewards programs to consumers during calls.

 

v      Accounting/Customer Care Helpdesk Tier 1

Provided customer support for accounting related issues and inquiries.  Assisted with Electronic Funds Transfers (EFT) Draft Notifications and Financial inquiries, fuel invoice inquiries, non-fuel invoice issues, past due account issues and early draft of fuel invoices.  Answered field programs inquiries, BP connection portal log-in and access questions, navigation and financial data.  Processed emails received from customers in the Customer Care Accounting Support email queue.

 

June 2007 - September 2007                                                                                     BP North America                                                                                                                                Naperville, IL

Customer Service Representative

v      Network/Point of Sale(POS) Helpdesk

Provided Retail Site support activities for BP branded stations and jobber stations in alignment with the entitlements established by BP.  Troubleshot and confirmed credit card connectivity from site to BP retail network.  Provided support and coordination for complex issue resolution such as scheduling multiple vendor meets.  Point of contact to verify communication during equipment upgrades. Troubleshot CommLinx devices such as V900, Point of Purchase pinpad (POP) and interfaced with VeriFone when necessary for issue resolution.  Provided Software support and performed downloads for the V900.  Investigated and troubleshot Omni and Datacard Point of Sale (POS) devices and escalated to providers for hardware replacements when necessary.

 

 

AWARDS AND ORGANIZATIONS__________________________________________________________________

DeVry Transfer Student Scholarship, Business Honor Society, BP Elite Customer Solutions Center Rewards and Recognition, Westwood College Graphic Design Award, Girl Scouts of the USA Member

References available promptly upon request

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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