Celia Hickey
Liverpool
Summary
A very passionate, sensible and hard-working individual willing to take every challenge for the sake of personal and professional development. I am a very task-oriented person balanced with interpersonal relationship in different work environment. I am very ambitious and at the same time fun loving individual.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Raymour & Flanigan
Liverpool, NY
05.2026 - Current
- Resolved customer inquiries and complaints via phone, email, and chat channels.
- Trained new team members on customer service protocols and software systems.
- Streamlined order processing procedures to enhance customer satisfaction and efficiency.
- Collaborated with sales teams to address customer feedback and improve service offerings.
Customer Service Team Lead
Public Partnership LLC
12.2024 - 03.2026
- Led day-to-day operations for a remote customer service team, coaching agents on call quality, professionalism, and policy adherence.
- Monitored queues and service levels to prioritize escalations and ensure timely resolution of complex cases.
- Handled high-impact customer escalations with empathy and de-escalation techniques while maintaining compliance and data privacy standards.
- Conducted quality assurance reviews and 1:1 feedback sessions to track recurring issues and partner with internal teams for prevention of repeat contacts.
- Handled high-impact customer escalations with empathy and de-escalation techniques while upholding compliance and data privacy standards.
- Worked remotely to support customer service operations.
Lead Fulfillment Associate/Process Assistant
Amazon FC
Liverpool
04.2023 - 10.2024
- Maintained safety, quality, and productivity in designated department. Trained, audited, supervised, and inspired fellow employees for success.
- Operated warehouse management systems to track inventory and shipments accurately.
- Coordinated order fulfillment processes to ensure timely delivery of customer orders.
- Trained new associates on safety protocols and operational procedures to enhance team performance.
Fulfillment Associate (CAP+ICQA)
Amazon FC
Liverpool
04.2022 - 03.2023
- Maintained safety, quality, and productivity in the designated department.
- Operated warehouse management systems to track inventory and shipments efficiently.
- Ensured accurate order picking and packing to meet customer expectations.
- Trained new associates on safety protocols and operational procedures.
CMS Teller
Loomis Armored US
10.2021 - 04.2022
- Processed cash and check deposits for client banks' commercial transactions, ensuring timely availability of funds.
- Processed residual cash from ATMs quickly and efficiently.
- Performed high-volume, accurate data entry, supporting efficient transaction management.
Bank Teller
Santander Bank
08.2021 - 10.2021
- Processed cash and check deposits and withdrawals, ensuring accuracy and compliance with banking regulations.
- Processed customer payments at the point of sale.
- Issued monetary instruments, including money orders and official bank checks, to support customer financial needs.
Support Agent
Fair Trade Outsourcing
11.2020 - 06.2021
- Assisted customers in scheduling and cancelling online exams and processing payments to ensure smooth exam experiences
- Helping customers with ttheir tech needs to connect to their proctor and exams on he platform
- Coordinating with supervisors for special cases or issues with customers especially with recent updates
Secondary Mathematics and Science Teacher
Asia Language and Business Academy IS
07.2016 - 02.2019
- Prepared two-term plans of Secondary Mathematics in the Cambridge curriculum for the school year
- Prepared dynamic and student-centered daily lesson plans
- Coordinated and trained students for assembly performances and cultural presentations, fostering confidence and teamwork
- Supervised students during research projects to ensure understanding and progress.
- Helped provide a safer learning place for the students by working as the duty teacher of the day and even implementing school and classroom rules effectively
- Prepared and trained students for assembly performances and cultural presentations
- Kept records of students’ marks and skills assessment on the school’s database in an updated manner
Secondary Mathematics Teacher
Horizon International School, Pho Sein
06.2015 - 03.2016
- Developed two-term plans for Secondary Mathematics curriculum aligned with Cambridge standards, enhancing instructional coherence for the school year
- Prepared dynamic and student-centred daily lesson plans
- Prepared exams and projects for the students related to the topic lessons
- Supervised students during research projects in classroom settings
- Ensured a safe learning environment by supervising students as duty teacher and consistently enforcing school and classroom rules
- Supervised some students in their research projects
- Keep records of students’ marks and skills assessment on the school’s database in an updated manner
- Prepared and trained students for assembly performances and cultural presentations
Education
B.S. BA - Accounting
Western Governors University
Salt Lake CityB.S. - Accountancy
University of Iloilo and University of San Agustin
Iloilo City, Philippines01-2002
Standard
Iloilo City National High School
Iloilo City, Philippines01-1997
Skills
- Customer service techniques
- Team collaboration
- Conflict resolution
- Communication skills
- Customer service
- Experienced in CRM, Zendesk, Nexus, Net Suite, Genesys,Teams, Slack,etc
- Office and account management, Advanced Skills in Microsoft Office, including, Excel, Word and PowerPoint
- Event organization
LANGUAGES
English
Timeline
Customer Care Representative
Raymour & Flanigan
05.2026 - Current
Customer Service Team Lead
Public Partnership LLC
12.2024 - 03.2026
Lead Fulfillment Associate/Process Assistant
Amazon FC
04.2023 - 10.2024
Fulfillment Associate (CAP+ICQA)
Amazon FC
04.2022 - 03.2023
CMS Teller
Loomis Armored US
10.2021 - 04.2022
Bank Teller
Santander Bank
08.2021 - 10.2021
Support Agent
Fair Trade Outsourcing
11.2020 - 06.2021
Secondary Mathematics and Science Teacher
Asia Language and Business Academy IS
07.2016 - 02.2019
Secondary Mathematics Teacher
Horizon International School, Pho Sein
06.2015 - 03.2016
Standard
Iloilo City National High School
B.S. - Accountancy
University of Iloilo and University of San Agustin
B.S. BA - Accounting
Western Governors University