Brisa Hicks
Eagle Mountain,UT
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Mobilization Analyst-Sourcing & Procurement
Jones Lang LaSalle, JLL
01.2024 - Current
- Assisted employees, vendors or customers by answering questions related to sourcing and procurement processes, procedures and services.
- Developed world-class supplier partnerships with leading sourcing and procurement solutions.
- Established relationships with vendors and suppliers to streamline procurement operations.
- Tracked new material shipments and coordinated flow of materials at different stages of manufacturing to align with procurement expectations.
- Estimated materials costs and sourcing requirements for project feasibility.
- Supported daily administrative operations through data collection, expense management, procurement processing and document handling.
- Excellent communication skills, both verbal and written.
- Performed research to collect and record industry data.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Assigned 40 plus vendors which I will communicate with daily.
Senior Collection Specialist
Discover Credit Card
04.2022 - 05.2023
- Fast learner obtained three promotions in less than one year of employment
- Monitor accounts to identify outstanding debts
- Excellent communication skills
- Investigate historical data for each debt or bill
- Find and contact client to ask about their overdue payments
- Take actions to encourage timely debt payments
- Process payments and refunds
- Update account status record and collection efforts
- Report on collection activity and accounts receivable status
- Skilled in negotiation
- Problem-solving skills
- Responsible for managing multiple delinquent accounts
- Planning course of action to recover outstanding payments
- Collecting payment on outbound phone calls
- Collecting payment on inbound phone calls
- Planning a course of action to recover outstanding payments
- Set up payment plans
- Ability to empathize, understand, and resolve a hardship
- Knowledgeable on laws related to debt collection (FDCPA)
- Knowledge on billing procedures and collection techniques
- Negotiation skills
- Negotiate in a timely manner
- Knowledge on payments programs
- Listening skills
- Sensitivity/emotional intelligence
- Handled personal identifiable information
- Handled sensitive personal identifiable information
- Managed spanish speaking accounts
- Managed english speaking accounts
- Managed accounts with different languages other than english/spanish with a third party interpreter
- Managed low delinquency, medium delinquency, and high delinquency status accounts.
Customers Sales
Dillards
05.2016 - 09.2017
- Prepared merchandise for the sales floor by pricing or tagging
- Helped customers locate products and checked the store system for merchandise at other sites
- Engaged with customers to effectively build rapport and lasting relationships
- Solved customer challenges by offering relevant products and services
- Tracked stock using company inventory management software
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Answered customer questions regarding sizing, accessories and proper care for merchandise
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Achieved perfect attendance and on-time record
- Increased sales by offering advice on purchases and promoting additional products
- Provided positive first impressions to welcome existing, new and potential customers
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Worked alongside retail representatives to enhance product presentations and advertising collateral
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Helped customers complete purchases, locate items and join reward programs
- Balanced and organized cash register by handling cash, counting change and storing coupons
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products
- Maintained a clean sales floor and straightened and faced merchandise
- Worked closely with the shift manager to solve problems and handle customer concerns
- Issued receipts and processed refunds, credits or exchanges
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Offering each customer top-notch, personal service to boost sales and customer satisfaction
- Spoke to customers in native language to increase loyalty and establish relationships
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Customer Service Representative
Solix
04.2015 - 08.2016
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Educated customers on company systems, form completion and access to services
- Identified, analyzed and researched systemic issues and made recommendations for resolution
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
- Investigated and resolved accounting, service and delivery concerns
- Educated customers about billing, payment processing and support policies and procedures
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Gather information and enter details into computer tracking spreadsheets, documents and databases
- Answered constant flow of customer calls with minimal wait times
- Recommended products to customers, thoroughly explaining details
- Helped customers with government assistance programs
- Offered customers help with electricity assistance when customers needed help paying for their services
- Assisted bilingual customers.
Customer Service Representative
Rodney D Young Insurance
04.2013 - 11.2014
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Adhered to all confidentiality requirements at all times
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Answered an average of 75+ calls per day by addressing customer inquiries, solving problems and providing new product information
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately purchased and promotions
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
- Helped drive sales goals and achieve monthly quotas
- Routinely answered customer questions regarding merchandise and pricing
- Organized store merchandise racks by size, style and color to promote a visually appealing environment
- Achieved sales goals and service performance requirements of 80% profit through new customer sales
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gather and verify all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Directed calls to appropriate individuals and departments
- Built long-term customer relationships and advised customers on
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Identified chronic customer issues by creating and maintaining customer complaint logs
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
- Acted professionally and patiently when addressing negative customer feedback
- Managed call center from initial start-up to full operational status
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handled approximately daily credit and cash transactions for customers with accuracy and speed
- Counted money in drawers at the beginning and end of each shift
- Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value.
Education
Certification - Cyber Security Analyst
Coursera - Google
Eagle Mountain, UT09.2023
High School Diploma - undefined
Victory Learning Center
San Antonio, TX05.2011
Skills
- Resolving Shipping and Delivery Problems
- Adherence to high customer service standards
- Proficient in Spanish and English
- Skilled in call center operations
- Cash Handling
- Payment Processing
- Customer Accounts Management
- Troubleshooting Technical Issues
- Billing Systems
- Store Operations
- Payment Collection
- Service recommendations
- Bilingual Spanish/ English
- Medical terminology knowledge
- Order fulfillment
- Call center operations
- Complaint resolution
- Warehousing functions
- Key holder experience
- Multi-line phone talent
- Retail store support
- Stocking and replenishing
- Recordkeeping strengths
- Problem-solving
- Spanish translation
- Customer Complaint Resolution
- Product Knowledge
- New Product Information
- Fluent in both English/ Spanish
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Strong client relations
- Adheres to customer service procedures2
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Persuasive speaker
- Avaya Software knowledge
- Effective problem solver
- Excellent time management skills
- Skilled trainer
- Exceptional interpersonal communication
- Documentation And Reporting
Languages
Spanish
Native or Bilingual
Timeline
Mobilization Analyst-Sourcing & Procurement
Jones Lang LaSalle, JLL
01.2024 - Current
Senior Collection Specialist
Discover Credit Card
04.2022 - 05.2023
Customers Sales
Dillards
05.2016 - 09.2017
Customer Service Representative
Solix
04.2015 - 08.2016
Customer Service Representative
Rodney D Young Insurance
04.2013 - 11.2014
Certification - Cyber Security Analyst
Coursera - Google
High School Diploma - undefined
Victory Learning Center
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