Open to opportunities

Brooke Swineford

@brookeswineford

I am a customer experience specialist improving satisfaction and retention through data-driven, empathetic multi-channel support.

United States

Message

What I'm looking for

I'm seeking a customer experience role where I can drive retention and satisfaction using CRM expertise, data analysis, and empathetic multi-channel communication in a collaborative, growth-oriented company.

I am a customer experience and engagement specialist with cross-industry experience managing 80–100 active client accounts and resolving complex issues across insurance, payroll, and e-commerce. I serve as a single point of contact for clients and prioritize clear, ongoing communication across phone, email, and CRM channels.

I analyze customer feedback and claim trends to identify service improvements, reduce resolution time, and proactively lower churn. My work has produced measurable results, including achieving the highest customer satisfaction score at my employer and earning a Certificate of Excellence for innovative, strategic thinking.

I bring deep hands-on experience with Salesforce, Zendesk, HubSpot, Google Analytics, SEO, email campaigns, and marketplace optimization on platforms like Amazon and Wayfair. I hold a B.S. in Communications with a concentration in Business Strategy and I look to apply my CRM and digital engagement skills to improve retention and operational workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Mercury Insurance

Nov 2021 - Present (3 years 10 months)

Managed a portfolio of 80–100 active customer accounts, resolving complex auto insurance claims and maintaining high customer satisfaction; recognized with Highest Customer Satisfaction Score in Sept 2022.

Salesforce Zendesk HubSpot Claims Processing CRM Customer Advocacy Data Analysis

Client Support Consultant

ADP, Inc.

Mar 2021 - Nov 2021 (8 months)

Supported small business clients with payroll and tax processing, resolving complex compliance issues and delivering timely multi-channel support through phone, case management, and email.

Payroll Tax Compliance client support CRM Case Management Troubleshooting Stakeholder Management

Marketing Channel Manager

Cocoweb Lighting

Mar 2018 - Apr 2020 (2 years 1 month)

Managed customer engagement across Amazon, Wayfair, and other platforms, optimizing product listings and A+ content to improve visibility and conversions while creating SEO, social, and email campaigns.

Amazon Seller Central Wayfair SEO Amazon A+ Content Email Marketing Social Media Analytics

Customer Retention Specialist

Internet Local Listings

Jun 2015 - Feb 2018 (2 years 8 months)

Served as client success lead for small business SEO clients, reducing churn through proactive outreach, data-driven recommendations, and partnership with design and content teams.

SEO Google Analytics Customer Success Content Strategy Reporting CRM

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor of Science, Communications

2023 - 2025

Activities and societies: Concentration in Business Strategy; Certificate of Excellence: Innovative & Strategic Thinking (WGU, April 2024).

Completed a Bachelor of Science in Communications with a concentration in Business Strategy at Western Governors University (January 2023–February 2025).