Open to opportunities

Victoria Brooks

@victoriabrooks

Message

Dynamic team leader with a passion for operational excellence.

United Kingdom

Message

What I'm looking for

I am looking for a role that values team growth, operational excellence, and customer satisfaction.

I am a motivated and results-driven leader with a proven track record in team supervision, customer service excellence, and process optimisation. My experience spans various roles where I have consistently driven performance, mentored colleagues, and delivered operational efficiency in high-pressure, customer-facing environments.

Currently, I work as a 2nd Line Technical Support Agent at CyberSmart, where I manage complex queries with a customer-first mindset and collaborate cross-functionally to improve service outcomes. Previously, I was promoted to Senior Sales Advisor at EE (BT Group) for consistently exceeding performance and customer service targets, overseeing daily operations, and fostering a culture of accountability and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

2nd Line Technical Support Agent

Current

CyberSmart

Jan 2023 - Present (2 years 5 months)

Acted as a point of escalation for complex queries, collaborating cross-functionally to improve service outcomes. Produced training documentation and balanced technical accuracy with empathetic communication in time-sensitive situations.

Technical Support Customer Service Process Improvement Documentation Cross Functional Collaboration Problem Solving Communication Escalation Management

Senior Sales Advisor

EE (BT Group)

Jan 2020 - Jan 2023 (3 years)

Promoted to senior position for exceeding performance targets. Oversaw daily operations, mentored new advisors, and handled high-value customer escalations, fostering a culture of accountability and continuous improvement.

Sales Customer Service Team Leadership Mentoring Performance Management Customer Escalation Continuous Improvement

Education

Degrees, certifications, and relevant coursework

Bishop Burton College

Diploma, Computer Science & Public Services

Grade: Distinction

Modules included leadership in public services, communication, and system analysis. Developed strong teamwork, conflict resolution, and organisational skills.