Brook Davis
@brookdavis
I am an experienced customer service and team leader.
United StatesWhat I'm looking for
I lead a team of 23 agents, coach on performance and behavior, run call evaluations, correct and approve timecards, and present metrics in client meetings to show trends. I consistently gathered and analyzed data to drive improvements and was ranked the top tier-one team lead for five months straight.
My background spans pharmacy help desk, call center support, hospitality, food service and residential cleaning, and I bring strong Microsoft and troubleshooting skills alongside hands-on leadership. I am focused on coaching teams, improving KPIs, and delivering reliable customer support in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Team Leader
T-Tech, Inc
Nov 2020 - Present (4 years 10 months)
Manage a team of 23 agents, conduct call evaluations and coaching to maintain behavioral standards and performance metrics, and led the tier-one team to rank #1 for five consecutive months.
Pharmacy Help Desk
TTEC
Aug 2020 - Nov 2020 (3 months)
Resolved claims and ensured proper benefits data entry, explained co-pays and plan details to members, processed overrides, and routed clinical requests to providers.
Customer Service Representative
T-Tech, Inc
Feb 2020 - Aug 2020 (6 months)
Answered insurance plan inquiries and provided quotes, guiding customers through plan details and coverage questions to support enrollment and service resolution.
Hostess
Cracker Barrel
Aug 2019 - Sep 2019 (1 month)
Managed seating and guest relations, communicated daily specials, and supported front-of-house operations to improve customer flow and service experience.
Live-in Housekeeper
Will and Lois Mitchell
Jul 2017 - Jun 2019 (1 year 11 months)
Provided live-in housekeeping and meal preparation services, maintaining household cleanliness and supporting daily domestic operations.
Crew and Baker
Dunkin' Donuts
Mar 2018 - Oct 2018 (7 months)
Operated register, prepared beverages and food items including donuts, and maintained cleanliness and food-prep standards during shifts.
Cleaner/Housekeeper
Amanda's Amazing Cleaning Services
Jun 2015 - Jul 2017 (2 years 1 month)
Performed residential cleaning, laundry, and yard work for multiple clients, ensuring properties met client standards for cleanliness and upkeep.
Education
Degrees, certifications, and relevant coursework
High school or equivalent
High school or equivalent, High School
Completed high school or equivalent; no institution name or dates provided.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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