Brooke Arent

I’ve spent 10 years in customer-centric roles spanning team leadership, customer service, operations, training, and project management. I’m a fixer and a change agent who believes in positive motivation; I evaluate complex organizational issues, identify areas of improvement, create a detailed action plan, and then drive its execution by improving communication and culture.

Corporate Trainer/Learning and Development at Sarnova -

PresentIn this midsized corporation I develop and implement all training material across our twenty internal and external departments including executive management. I foster support with new aged training tactics, visual graphics, self-guided e-learning tutorial creation, gamification, info-graphics, and web-casting.

Coordinator and Administrator at American Lung Association – 2014 to 2015Using skills sharpened in the corporate sector to benefit a great non-profit, I handle media relations and educate the public on environmental issues that affect their health. The improved visibility to ALA programs via my contributions, which include the conceptualization and design of health boards, coordinating health events, and supporting their major ALA functions caused ALA to double their donations and contributions during my internship.

Customer Service Supervisor at Dish Network – 2010 to 2012

• Team Building and Leadership

• Metrics Management and Analysis

• Customer Relationship Management

• Revenue and Profit Increases

• Development & Strategic Alternatives

• Vendor Relations

• Organizational Design & Transformation

• Management by Strengths

• Six Sigma

• Situational Leadership

• S.M.A.R.T. Goals

• Generations

• Franklin Covey 77 Leadership

Styles

• Being Assertive vs Aggressive

Core Competencies Methodologies

(614) 607-0662 brookebva@gmail.com

linkedin.com/in/brookearent

I managed a team of over 20 customer service agents, conducting interviews and handling payroll. Based on my success with my own team, senior management challenged me with turning around the 3 lowest-performing teams in the company. Using custom techniques of my own design that combined corporate psychology, intrinsic motivation, and core metrics, I needed only a month with each group to propel them into the top 5% of all teams company-wide. Additionally, I was entrusted with designing the on-boarding process for all new management hires, which included rewriting and reorganizing our training materials, resulting in smoother transitions and faster learning.

Training Supervisor and Leadership & Development at NCO – 2004 to 2010The environment at NCO provided many challenges and growth opportunities for me when I joined the company. They had a turnover rate of 85%, a lack of process that contributed to missed deadlines and low morale, and outdated (or completely lacking) training materials for new hires. Beginning as a customer service agent, I completed 2000 calls per week and established a rapport with clients that led to additional business. Despite an HR policy that dictated a minimum of 1 year on the job before being eligible for promotion, management pushed to promote me to the Preferred Accounts group after 6 months due to outstanding performance. Working with Operations, IT, and QA, we launched a new division to manage billing, fraud, and both first and third party collections for UPS.

I was promoted into a Team Lead position quickly, managing the Avon account and 17 customer service agents. Soon after, I was promoted to QA Supervisor for UPS and FedEx, where I created call scripts and checklists, reviewed call recordings for over 200 agents, and conducted performance appraisals and training. I was FDCPA certified and promoted again to Training Supervisor, where I partnered with HR to lead all new hire orientation, earning me 100% employee and management satisfaction ratings on nearly 300 post-orientation surveys. Turnover rates dropped from 85% to 2% during my tenure.

Clients included UPS, FedEx, Avon, Waste Management, Sallie Mae, Scotts Lawn Care, and the U.S. Government.

Education & Skills

Associate in Science at Columbus State Community College – Current StudentI’m working on my associate degree with the goal of obtaining a Ph.D. in Neuroscience.

Technical SkillsMS Office (Word, Excel, PowerPoint, Access, Outlook)

Power Director

Snagit

Oracle

OrganizationsHabitat for Humanity

Franklin Park Conservatory Community Garden Program

Micro Mentors

Dublin Green Team

Phi Theta Kappa