Peggy Brooks has over 10 years of experience in customer service, sales, project management, and marketing. She has a proven track record of improving customer satisfaction rates from low to 96% by implementing CRM strategies, customer feedback programs, and data analytics. Brooks is also skilled in managing sales pipelines, negotiating contracts worth millions, and training and leading sales teams, resulting in increased sales and employee performance. She has expertise in areas such as logistics, operations, and using software like Microsoft and Adobe products.

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Peggy Brooks
2548 Fairview Lane, Jonesboro, GA 30236 • c.678.767.6224 • c.678.570.4152 • ​brooks_peggy@bellsouth.net
Summary
Over ten years of both technical and ‘real world’ applications in customer service operations, project and account
management, new business development, negotiations and contract agreements with millions in sales
Professional Accomplishments
Customer Relations Management (CRM)
❖ Addressed low customer satisfaction rates for multimillion dollar companies with end-to-end total quality
approach, issue resolution methods, productivity metrics, incentives, customer sentiment data (Survey
Monkey), case studies, data analytics and best practices to effectively surpass performance goals;
consistently, 96% customer value rating
❖ Worked with Executive Directors to draft ​first​ CRM strategies with action plans for customer optimization to
include managing multi-source feedback for customer experiences, expectations and issue resolution
supported by NetSuite CRM software
❖ Customer Relations Management (Pipeliner) software integration as well as employee training on Voice of the
Customer (VoC) program effectively improving customer interaction, conversions and issue resolution rates
with a consistent outcome of top 5% of company
❖ Acute talent for interpreting and generating relationship mapping analytics into desired outcomes
Sales and Account Management
❖ Managed sales pipeline for CRM customization company wide
❖ Sales techniques resulted in millions in B2B retail sales and B2C corporate acquisitions through Request for
Proposals (RFPs), presentations and negotiations to include Chick-fil-A, Publix Supermarkets, Microsoft Korea,
CSX and GA Power
❖ Hired and trained new sales team; retooling performance goals, incentives, best practices, KPIs and territory
mapping, all of which, boosted employee morale and efficiency
❖ Acquisition and executive account management to include GA International Convention Center, CDC,
Cushman & Wakefield, GA Institute of Technology Univ., Verizon, Home Depot and YMCA
❖ Cisco agent desktop for sales team call center and website concept and design, enhancing customer
experience and increasing online sales orders
❖ Microsoft Dynamics 365 software for sales, customer service, analytics, marketing and financial processes
that increased production, customer satisfaction and churn rates
Profit & Loss Management
❖ Sales P&L reports, providing strategies to offset losses from previous year, reducing expenditures 75%
❖ A/P, A/R, and sales (Quickbooks POS) proficiencies helped reduce payroll expenses
❖ Development of Enterprise Resource Planning (ERP) cloud software for demand planning and forecasting
trends
Project Management
❖ Project lead for 105k Federal contract for USA First Lady and Air Force ROTC
❖ Project management of corporate sustainability programs helping to reduce carbon footprint
❖ Enterprise Resource Planning and logistics for customer service operations and transportation integration

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Public Relations and Marketing
❖ Corporate community liaison to produce new partnerships and collaborations, ultimately increasing customer
count for company
❖ Microsoft Suite, Visio, Adobe Illustrator, Publisher, Photoshop, Createspace and InDesign software for
publications and brand marketing deliverables
❖ Improved brand visibility through marketing deliverables and publications using Adobe Illustrator, Publisher,
Photoshop, Createspace and InDesign software as well as multimedia, social media, SEO and Google Analytics
Employment History
August 2015 - Present Program Director Air Force ROTC Mundy’s Mill High School
Jonesboro, GA
Sept. 2013 – May 2015 Customer Relations and Prog. Mgr. ATRS Warehouse
Lithia Springs, GA
June 2007-Sept. 2013 Sales and Marketing Director TRIOS Marketing Services (MTI)
Jonesboro, GA
Dec. 2004-April 2008
Jan. 2002-Nov. 2004
Oct. 1993- Dec. 2001
Customer Relations, Sales Mgr.
Marketing and Sales Director
(Units)
Community Relations and Sales
Mgr.
Arts Clayton Gallery Nonprofit
Jonesboro, GA
Chick-fil-A Corp.
Atlanta, GA
Publix Supermarkets
Atlanta, GA
Education
BA Journalism Broadcasting, Communications Clark Atlanta University
Certifications
8 Track Master CERT Supply Chain
Mgmnt.
Affiliations
-Supply Chain Mgmt. Procurement Prof.
- Customer Service Executives &
Professionals Group
-Diversity Professionals Network
-Council of Supply Chain Prof. (CSCMP)
Customer Service Operations
Inventory Management
Transportation Operations
Demand Planning
Manufacturing & Serv.
Operations
Warehouse Operations
GA Inst. of Technology Univ.