Ebony Hicks
Locust,NC
Summary
Personable and dedicated with extensive experience in the customer service industry. Solid team player with an upbeat, positive attitude and proven skills in establishing rapport with clients. Excellent ability to work effectively in a growing, fast-paced environment. Great communication and a quick learner. Outstanding time management skills, very detailed oriented and excellent at multitasking. Fast learner and over achiever. Articulate, enthusiastic, and results-orientated with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
CharMeck 311
12.2019 - Current
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Utilize available tools and resources to ensure accurate and efficient resolution of inquiries
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Team Lead
The Home Depot
06.2017 - 11.2019
- Overseen a small team of associates within the chat department
- Trained new associates, delegated tasks and upheld operational standards while reporting to a Department Supervisor and assisting with overall department management
- Answer incoming chats and email requests from customers; quickly assessing their needs and proactively providing solutions with a high degree of accuracy
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Customer Service Specialist
Waste Management
09.2016 - 05.2017
- Answer phones promptly and courteously utilizing company procedures and work in conjunction with other departments to resolve customer issues
- Receive and respond professionally and courteously to all customer inquiries regarding service level changes, customer disputes, billing questions, cancellations, and new customers sign up
- Utilize computer systems and mapping software to thoroughly and accurately track, gather information, troubleshoot monitor, and document the progression of garbage pick-ups
Customer Service Specialist
Parsons
05.2012 - 08.2016
- Assist customers with scheduling appointments for vehicle inspections
- Answer customer questions and assist them with understanding their inspection reports and locating repair facilities
- Help out in Human resources when needed handling administrative functions such as filing, data entry, and making follow-up calls to customers when necessary
Education
Brooklyn College
Brooklyn, New YorkSkills
- Interpersonal skills
- Organizational skills
- Detail-oriented
- Problem-solving
- Multitasking
- Working under pressure
- MS Office 365 products
- OneCloud CX System
- PowerPoint
- Excel
- Good communication skills
Timeline
Customer Service Specialist
CharMeck 311
12.2019 - Current
Team Lead
The Home Depot
06.2017 - 11.2019
Customer Service Specialist
Waste Management
09.2016 - 05.2017
Customer Service Specialist
Parsons
05.2012 - 08.2016
Brooklyn College
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