Brooklynn Gray
Cleveland
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
Work History
Consumer Care Lead
Whirlpool Corporation
11.2022 - Current
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
JennAir, Consumer Care Specalist
Whirlpool Corp.
01.2021 - 11.2022
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- JennAir Connected Care training
- US PEX Helper (emails)
Consumer Care Specialist
Whirlpool
11.2018 - 01.2021
- CCT Consumer Care Team
- Post ALZ Mentor
- TCT Helper
- Water Filter Sales Team Backup Helper
- US PEX Backup helper for emails (trained)
Personal Account Representative
State Farm
12.2017 - 11.2018
- Obtained Life and Health License
- Sold various types of insurance policies to businesses and individuals including auto, fire, life, property, and health
- Explained features, advantages, and benefits of various policies to customers
- Calculated premiums and established payment methods
Sales Producer & Office Manager
Allstate Insurance
07.2013 - 12.2017
- Obtained Property and Casualty License
- Solicited sales of new or additional service or products
- Kept records of customer interactions or transactions
- Performed administrative tasks, such as maintaining records and handling policy renewals
Education
Technical Certificate - Business/Management
Cleveland State Community College
Cleveland, TN05.2021
AAS - Business
Cleveland State Community College
Cleveland, TN11.2022
Skills
- ECRM Mastery, Proficient in SAP, and Service Bench
- Experienced in utilizing Google Docs, Sheets, and Slides
- Passion for helping resolve consumer concerns
- Critical thinking
- Love for helping others succeed
- Multi-Channel Skilled Experience (Voice, Email, Chat)
- Teamwork and collaboration
- Problem-solving
- Flexible and adaptable
Timeline
Consumer Care Lead
Whirlpool Corporation
11.2022 - Current
JennAir, Consumer Care Specalist
Whirlpool Corp.
01.2021 - 11.2022
Consumer Care Specialist
Whirlpool
11.2018 - 01.2021
Personal Account Representative
State Farm
12.2017 - 11.2018
Sales Producer & Office Manager
Allstate Insurance
07.2013 - 12.2017
AAS - Business
Cleveland State Community College
Technical Certificate - Business/Management
Cleveland State Community College
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