1. Windy Brooks
404-493-9006 Email: windybrooks0208@gmail.com
Summary
Career Path:
Customer Service Manager,
H. R. Specialist, or
Trainer
My Strengths:
Time management, problem solving and while listening for details. Also, I’m a self-
motivated team player with the expertise in problem solving and multi-tasking.
Professional Experience
The American Home
Customer Service Specialist 09/2014 – 04/2015 (Company Sold)
• Provided support to the Leasing Team by maintaining information provided by prospective residents.
• Delivered a high level of customer service through constant communication, positive customer relations, gathering
documentation, and a timely execution of service.
• Pre-qualified applicants by reviewing of their documentation to minimize potential risk factors.
• Organized documents and prepared the files for lease execution or application denial.
• Prepared application denial, withdrawal, and cancellation letters.
• Exhibited strong analytical and problem solving skills.
HR Specialist 12/2012 – 09/2014
 Point of contact for recruiting and interviewing potential employees.
 Provided assistance to the hiring manager and H.R. Director with the developing job descriptions, revising, editing
and proofreading additions to the company policies and procedures.
 Developed, Organized and Presented the On-Boarding process for all newly hired employees.
 Supported employees with their daily needs, disputes, work challenges, while working towards a solution.
 Handled compensation and benefits administration and recordkeeping for each employee with the provider.
 Reviewed the monthly employee benefit statement for payment and reconciled all updates.
 Investigated employee complaints.
 Assisted with the day-to-day efficient operation of the HR office (employment verifications, DOL, payroll changes,
status changes, daily mail, etc.).
 Handled all communication with the Department of Labor, E-Verify, and Employment Verifications.
A Smile 4 U General Dentistry for Children, East Point, Ga. 12/2007 – 12/2012
Call Center Manager / Insurance Specialist
 Managed and monitored the daily inbound and outbound call handling procedures of each representative.
 Verified insurance and benefit eligibility for commercial and Medicaid insurance plans based on scheduled
treatment.
 Processed employee performance reviews.
 Problem solving skills included pre and post services claims questions, disputes and collection efforts.
 Interviewed all candidates for the call center customer service representative.
 Developed new hire training process, procedure, and orientation.
 Responds to telephone and email inquiries from patients.
 Assisted patients at the front desk with the check in and check out process.
Kool Smiles General Dentistry for Children, Atlanta, Ga. 06/2005 - 12/2007
Quality Assurance Manager/Trainer
 Assisted each hiring manager with the interviewing process of the call center staff.
 Developed, Prepared, and Presented the New Hire Orientation and Training for the call center.
 Provided a nesting area to allow the newly hired representation to gain confidence.
 Monitored the customer service staff remotely and/or side by side to assure professionalism with an emphasis on
adhering to policies and procedures.
 Provided coaching and counseling which included conflict resolution weekly.
 Developed an employee recognition program.

2.  Performed special projects as assigned by the Vice President of Operations.
 Worked with department managers to deliver ongoing training and development for each c/s representative.
Windy Brooks (page 2)
Green Tree Servicing Corp. / Conseco Finance, Duluth Ga. 01/2001 – 04/2005 (Company closed)
Collections Manager
 Collected on delinquent accounts ranging from 30 to 90 days.
 Aggressively pursued 30+ days past due accounts according to the SOP and government regulations in order to
achieve regional delinquency objectives without sacrificing customer service standards or causing unwarranted
repossessions.
 Persuaded delinquent customers to become current while using professionalism and effective strategies.
 Regularly followed up on the status of accounts with special situations to provide prompt resolution.
 Managed a $45 Million file reducing the file delinquency monthly.
Quality Assurance Auditor – Collections
 Reviewed loan modification programs for adherence to company policies and procedures.
 Accessed customer authorization of return checks via systems documentation and customer contact to reduce
fraud and increase revenue.
 Provided weekly and monthly reports that analyzed trends, measured center performance and recommended
process improvements..
Conseco Finance, Duluth, Ga.(Name Change)
Quality Assurance Specialist / Trainer – Credit Underwriting
 Audited pre-funded loan files and made recommendations for any necessary corrections.
 Prepared monthly reports and spreadsheets to inform the management team of trends and errors made by the
underwriters.
Quality Assurance Specialist – Collections
 Monitored collection calls for compliance to the federal and state regulations.
 Met with the team and/or the individual collector for coaching and development sessions designed to increase
productivity, customer support, and increase collection efforts using appropriate techniques.
Quality Assurance Specialist / Trainer – Loan Processor
 Developed training material for the loan processing staff.
 Delivered the initial training for the newly hired employees, provided refresher training for existing employees with
an emphasis on policies and procedures.
 Presented customer service and AS400 systems training.
Education
Everest College
Pharmacy Technician Program Graduate with 3.96 GPA
The American Home
Fair Housing
Customer Service Excellence
E-Verify Certification
Certifications / Courses
Green Tree Servicing Compliance College
Fair Debit Reporting Act (FCRA) and Fair Debt Collections Practices (FDCPA)
Fair Housing
Aegis Communication Group – Management Training
Business Etiquette, Succeed by Coaching, Handling a Challenging Customer, Delivering Terrific Customer Service,
Planning and Prioritizing Your Day, Motivating Your Team, Management Leadership, Train the Trainer Seminars
American Institute of Banking / Cincinnati Technical College
Introductory to Microsoft word and Excel, Banking and the Plastic Card, Basic Banking Skills,
Listening Skills, Study skills, and Supervisory Skills

3. Skills
Proficient use of: Microsoft Suites, Buildium, Outlook, HRIS, MYXT Portal, E-Fax, and Yardi.