Summary
Overview
Work History
Education
Skills
Timeline
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Casshae M. Hicks

New York

Summary

With a work history based around Customer Service, I bring outstanding skills in oral and written communication, active listening and analytical problem-solving. I enhance customer experiences by employing service-oriented behaviors, understanding customer desires with willingness to take on added responsibilities to meet team and company goals.

Overview

16
16
years of professional experience

Work History

Train Operator

NYC Transit Authority
05.2021 - 10.2023
  • Enhanced passenger safety by conducting thorough pre-trip inspections and adhering to strict operating procedures.
  • Coordinated closely with dispatchers to stay updated on track conditions, delays, or changes in schedules.
  • Improved fuel efficiency by monitoring train performance data and adjusting driving techniques accordingly.
  • Operated trains within established speed limits, maintaining a safe environment for both passengers and employees while minimizing delays.

Traffic Enforcement Agent

New York City Police Department
04.2016 - 05.2021
  • Reduced accidents at intersections by directing traffic during peak hours and special events.
  • Streamlined ticket processing by utilizing electronic devices for citation issuance, increasing efficiency and reducing errors.
  • Monitored traffic violations, issuing citations as necessary.
  • Handled citation and traffic violation paperwork.

Customer Service Call Center Supervisor

Time Warner Cable
04.2015 - 04.2016
  • Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
  • Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
  • Coached and mentored agents for increased performance, resulting in higher customer service ratings.

Clerical Associate

Harlem Hospital Center
01.2014 - 04.2015
  • Input data into spreadsheets and databases.
  • Managed daily office tasks such as answering phones, scheduling appointments, and maintaining inventory levels to ensure smooth operations.
  • Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
  • Facilitated patient check-in procedures, verifying demographics and insurance coverage for accurate recordkeeping.

Childcare Provider

Mt. Zion Ame Church Children's Program
10.2007 - 01.2014
  • Provided homework assistance, resulting in better understanding of subject material and increased confidence in students.
  • Ensured timely pick-up of children from their classrooms at dismissal time, maintaining punctuality across the program schedule.
  • Developed strong relationships with students and parents, creating a supportive and welcoming environment.
  • Boosted student engagement by organizing fun and educational activities tailored to individual interests.

Education

High School Diploma -

H.S. For Health Professions And Human Services
New York, NY
06-2010

Skills

  • Customer service
  • Data entry
  • Payment processing
  • Appointment scheduling
  • Administrative support
  • Typing speed
  • Advanced MS office suite
  • Dedicated team player
  • Meticulous attention to detail

Timeline

Train Operator

NYC Transit Authority
05.2021 - 10.2023

Traffic Enforcement Agent

New York City Police Department
04.2016 - 05.2021

Customer Service Call Center Supervisor

Time Warner Cable
04.2015 - 04.2016

Clerical Associate

Harlem Hospital Center
01.2014 - 04.2015

Childcare Provider

Mt. Zion Ame Church Children's Program
10.2007 - 01.2014

High School Diploma -

H.S. For Health Professions And Human Services

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Casshae M. Hicks