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@victoriabrooks
Dynamic team leader with a passion for operational excellence.
United KingdomI 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.
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Work history, roles, and key accomplishments
CyberSmart
Jan 2023 - Present (2 years 10 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.
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.
Degrees, certifications, and relevant coursework
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.
Software and tools used professionally
United KingdomYou can contact Victoria and 90k+ other talented remote workers on Himalayas.
Message Victoria
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