Anthony Ray Hicks Jr
Summary
Customer Service Professional Profile Passionate Customer Service Professional with more than 8 years of successful experience in the customer service field with recognized strengths in account maintenance, problem-solving, and troubleshooting. Knowledgeable and dedicated customer service professional with extensive experience in Transportation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Rep
Trapeze
- Adapted very quickly how to use maps, routes, and grasped an understanding.
- Counseled with upset customers
- Assisted peers with bus route information
- Works independently
- Multitask
- Trained to assist with ivoms and public comments
- Trained in the Metro Rid store (assist with loading and creating q cards)
- Promoted Sr
- Rep
- Help with new test projects ( Qmobile app and Disaster App)
- Worked in Lost & Found, created a spreadsheet to track schedule requests, safeing and expiring items
- Act as lost and Found lead to oversee matters that came up while Supervisor was away
- Assist in complaints (document complaints, close out complaints)
- Working in the welcome center (greeting patrons, answering the switchboard)
- Help with new hire training class (field trips on routes, role play with a route, teach trapeze, monitor new hire calls)
- Very Flexible
- Work as Supervisor when needed opening and closing call center
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Created and maintained detailed database to develop promotional sales.
Sr. Customer Service Rep
Metropolitan Transit Authority
11.2013 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Developed and maintained strong relationships with customers to foster repeat business.
Customer Service Rep
Affiliated Computer Services ( ACS)/ Sprint Pcs
09.2007 - 08.2012
- Ability to handle high-volume incoming and outgoing calls
- Maintained a low number of call escalations
- Able to up-sale customers additional products to increase the bottom line
- Consistently reached and exceeded the goals set by management
- Trouble-shooting customers' handset issues
Education
High School Diploma -
Jesse H Jones High School
Skills
- Microsoft Excel
- Ivoms
- Microsoft PowerPoint
- Microsoft Office
- Public Comments
- Trapeze
- Patron Management
- Share Point
- Workforce Management
- Cisco Quality Management
- Cisco Finesse
- Minute Taking
- Policy and Procedure Adherence
- Spreadsheets
- Quality Assurance Controls
- Administrative and Office Support
- Order Processing
- Recordkeeping Strengths
- Service Standard Compliance
- Call Center Operations
- Typing Proficiency
- Documentation
- Conflict Resolution
- Training Development Aptitude
- Senior Leadership Support
- Customer Relations
- Problem-Solving Ability
- Conflict Mediation
- Customer Service
- Route Dispatch
- Active Listening
- Professional Telephone Demeanor
- Customer Retention Strategies
- Microsoft Word
- Clerical Support
- Critical Thinking
- Quality Control
- Research
- Data Evaluation
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [Number] staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Customer Service Rep
Metropolitan Transit Authority
11.2013 - Current
Customer Service Rep
Affiliated Computer Services ( ACS)/ Sprint Pcs
09.2007 - 08.2012
Customer Service Rep
Trapeze
High School Diploma -
Jesse H Jones High School