Dawnetta Brooks
Williamsburg
Summary
Dedicated and dependable customer service professional with extensive experience in healthcare support and federal marketplace services. Skilled in resolving complex customer issues, supporting team members, and maintaining accurate documentation. Proven ability to handle escalated concerns, assist in training new employees, and deliver high-quality service with professionalism and efficiency.
Overview
8
8
years of professional experience
Work History
Federal Marketplace CSR II- Internal Support Group
Maximus Federal Services
12.2024 - Current
- Assist customer service representatives with complex issues and problem resolution
- Handle supervisor-level calls and effectively de-escalate customer concerns
- Provide guidance and support to team members to ensure quality service delivery
Federal Marketplace CSR II
Maximus Federal Services
06.2024 - 12.2024
- Responded to inbound calls regarding Marketplace health insurance
- Escalated complex issues for further review and resolution
- Delivered high-quality customer service while maintaining professionalism
- Followed established protocols for call handling
Dual Nesting CSR
Maximus Federal Services
08.2024 - 11.2024
- Supported new hires in learning call procedures and handling customer interactions
- Provided one-on-one coaching and real-time assistance
- Assisted supervisors in monitoring and evaluating call performance
Medicare and Marketplace Dual CSR
Maximus Federal Services
07.2023 - 06.2024
- Handled inbound calls for Medicare and Marketplace programs
- Delivered accurate information and maintained high service standards
- Followed proper business process for call handling
Dual Nesting CSR
Maximus Federal Services
08.2023 - 11.2023
- Assisted in training new employees on call handling and floor procedures
- Provided real-time support and performance feedback
- Collaborated with leadership to monitor call quality
Medicare Customer Service Representative
Maximus Federal Services
06.2022 - 07.2023
- Managed high-volume inbound calls related to Medicare inquiries
- Provided accurate information and resolved customer concerns
- Maintained compliance with company procedures and documentation standards
Intake Director
Life Changers Outreach
10.2017 - 04.2019
- Managed intake process for clients entering the recovery program
- Provided program information and guided clients through enrollment
- Reviewed and approved applications
- Collected, documented, and maintained confidential client records
Education
Human Services
University of The Cumberlands
Williamsburg, KY08-2026
Bachelor of Science - Business Administration
University of The Cumberlands
Williamsburg, KY08-2026
Skills
- Customer Service & Conflict Resolution
- Communication & Team Support
- Time Management & Organization
- Microsoft Word & Computer Literacy
- Documentation & Recording
Timeline
Federal Marketplace CSR II- Internal Support Group
Maximus Federal Services
12.2024 - Current
Dual Nesting CSR
Maximus Federal Services
08.2024 - 11.2024
Federal Marketplace CSR II
Maximus Federal Services
06.2024 - 12.2024
Dual Nesting CSR
Maximus Federal Services
08.2023 - 11.2023
Medicare and Marketplace Dual CSR
Maximus Federal Services
07.2023 - 06.2024
Medicare Customer Service Representative
Maximus Federal Services
06.2022 - 07.2023
Intake Director
Life Changers Outreach
10.2017 - 04.2019
Human Services
University of The Cumberlands
Bachelor of Science - Business Administration
University of The Cumberlands