Summary
Overview
Work History
Education
Skills
Timeline
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Brook Litka

Brook Litka

Felton

Summary

Results-driven professional with expertise in critical thinking and team training. Proven track record in analyzing performance metrics to enhance efficiency and deliver tailored training solutions.

Overview

13
13
years of professional experience

Work History

Billing coach

Discover
New Castle
11.2023 - Current
  • Created personalized training programs for athletes to improve performance.
  • Analyzed performance metrics to identify process improvement opportunities.
  • Facilitated training sessions to boost team knowledge and task efficiency.
  • Trained employees in additional job positions to ensure role coverage.
  • Assigned tasks to associates according to skill levels to enhance team performance.

CRM Manager

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New Castle
07.2023 - 11.2025
  • Handled escalated calls to ensure prompt resolution of client issues.
  • Resolved back office cases using critical thinking skills to enhance efficiency.
  • Managed GFI and card member documentation queues to maintain workflow continuity.
  • Trained staff on CRM tools and best practices for optimal utilization.
  • Reviewed cases to identify coaching opportunities for performance improvement.

SME Relationship Manager

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New Castle
02.2022 - 08.2022
  • Cultivated relationships with key stakeholders to facilitate effective communication.
  • Delivered technical support to SME customers, resolving queries promptly.
  • Handled back-office operations for disputes, missing credits, and rebuilds.
  • Managed supervisor calls regarding billing for two hours daily.
  • Addressed aged queues efficiently to enhance service delivery.
  • Employed critical thinking to develop innovative solutions.

BAR DISPUTES

Discover
New Castle
11.2020 - 02.2022
  • Analyzed customer disputes to identify root causes and trends.
  • Reviewed documentation for accuracy and compliance with policies.
  • Collaborated with cross-functional teams to enhance dispute resolution processes.
  • Ensured prompt updates to customers regarding dispute status.
  • Developed training materials on best practices for effective dispute resolution.
  • Provided guidance on regulatory requirements for dispute resolution.
  • Maintained comprehensive records of all dispute-related activities.
  • Tracked individual disputes to guarantee timely resolutions within established parameters.

Bat agent

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New Castle
03.2020 - 11.2020
  • Resolved customer disputes through effective communication and problem-solving techniques.
  • Reviewed documentation to ensure compliance with company policies and regulations.
  • Conducted research utilizing internal systems and external sources to validate claims and resolve discrepancies.
  • Educated customers on the dispute resolution process via telephone or email communication.

Account Manager

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New Castle
11.2019 - 03.2020
  • Collaborated with cross-functional teams to deliver exceptional customer service.
  • Analyzed client needs and developed tailored solutions to enhance satisfaction.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Addressed customer questions and concerns regarding products and services.
  • Utilized problem-solving skills when dealing with difficult customers.

Shift Manager

Taco Bell & Kfc
Pennsville
09.2012 - 11.2019
  • Supervised daily operations to ensure efficient service delivery during shifts.
  • Resolved customer complaints promptly, enhancing overall satisfaction.
  • Trained and mentored team members on company standards to boost performance.
  • Managed inventory levels and placed orders to maintain optimal stock availability.
  • Conducted regular inspections to uphold cleanliness and safety standards.
  • Scheduled staff shifts to optimize labor resources during peak hours.
  • Submitted payroll for team scheduling and compliance.
  • Traveled to various locations to assist in training and opening new stores.

Shift Supervisor

Rite Aid
Franklinville
01.2017 - 02.2019
  • Supervised daily store operations and team activities to ensure efficiency.
  • Trained new employees on company policies and procedures for seamless integration.
  • Assisted customers with inquiries and resolved issues promptly to enhance service satisfaction.
  • Enforced safety protocols to maintain a secure work environment.
  • Managed front-facing customer interactions to foster positive relationships.
  • Prepared for audits by ensuring compliance with company standards at all times.

Education

Business Administration and Management

Wilmington University
New Castle, DE

Skills

  • Team training and development
  • Dispute resolution strategies
  • Problem solving techniques
  • Critical thinking skills
  • Relationship management
  • Task delegation and prioritization
  • Escalation management processes
  • Audit compliance and oversight

Timeline

Billing coach

Discover
11.2023 - Current

CRM Manager

Discover
07.2023 - 11.2025

SME Relationship Manager

Discover
02.2022 - 08.2022

BAR DISPUTES

Discover
11.2020 - 02.2022

Bat agent

Discover
03.2020 - 11.2020

Account Manager

Discover
11.2019 - 03.2020

Shift Supervisor

Rite Aid
01.2017 - 02.2019

Shift Manager

Taco Bell & Kfc
09.2012 - 11.2019

Business Administration and Management

Wilmington University

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Brook Litka