Summary
Overview
Work History
Education
Skills
Languages
Timeline
Receptionist
Brisa Hicks

Brisa Hicks

Eagle Mountain,UT

Summary

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. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

12
12
years of professional experience

Work History

Mobilization Analyst-Sourcing & Procurement

Jones Lang LaSalle, JLL
Eagle Mountain, UT
01.2024 - 11.2024
  • Assisted employees, vendors or customers by answering questions related to sourcing and procurement processes, procedures and services.
  • Established relationships with vendors and suppliers to streamline procurement operations.
  • 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 contact information data.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Assigned 65 plus vendors which I will communicate with daily.
  • Reviewed current and previous contract to review scope of work and pricing/rate information to create rate cards or vendors.
  • Created 150 plus rate cards.
  • Work with Corrigo, Avetta and ISNetworld
  • Handled W9's into DAB (Delphi Address Book) to create an E1 number for vendors and suppliers.
  • Worked with Jaggaer a web based procurement software, uploading notes and documents for sourcing.
  • Reviewed, COI's, (G.L, W.C, Auto and Umbrella)
  • Worked with Canadian vendors and reviewed and approved requested documents.
  • Handled Canadian COI's
  • Reviewed Newark NJ WALA ( Work Approval Letter Agreement) letters
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked well in a team setting, providing support and guidance.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Senior Collection Specialist

Discover Credit Card
Eagle Mountain, UT
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 course of action to recover outstanding payments
  • Set up payment plans
  • Ability to empathize, understand, and resolve hardship(s).
  • 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 third party interpreter.
  • Managed low delinquency, medium delinquency, and high delinquency status accounts.

Customers Sales

Dillards
Sierra Vista, AZ
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
Killeen, TX
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
San Antonio, TX
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
09.2023

High School Diploma - undefined

Victory Learning Center
05.2011

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
  • Effective problem solver
  • Excellent time management skills
  • Skilled trainer
  • Exceptional interpersonal communication
  • Documentation And Reporting
  • Excel proficiency
  • Data research and validation
  • Decision-making
  • Team collaboration and leadership
  • Microsoft office

Languages

Spanish
Native or Bilingual

Timeline

Mobilization Analyst-Sourcing & Procurement

Jones Lang LaSalle, JLL
01.2024 - 11.2024

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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Brisa Hicks