CYNTHIA HICKERSON
Atlanta,GA
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Representative
Department of the Treasury – Internal Revenue Service
06.2021 - Current
- Manage a customer queue of 50 accounts that includes taxpayer returns and correspondence.
- Conduct thorough research on complex inquiries, delivering informed solutions to customers' unique challenges.
- Collaborate with cross-functional teams to provide seamless support for customers during various stages of the service process.
Collector Analyst II
Hyundai Capital America
09.2019 - 04.2021
- Managed an average of 90 customer accounts that were 45-89 days past due.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
Collector Analyst I
Hyundai Capital America
06.2019 - 09.2019
- Managed an average of 100 customer accounts that were 0-59 days past due.
- Consistently met or exceeded total dollars collected goal of 50%.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
Senior Customer Assistance Representative
Enterprise Holdings, Inc.
11.2018 - 05.2019
- Managed Accounts Receivable payments for the area, ensuring accurate billing details and prompt issue resolution.
- Met or exceeded Bad Debt goal of $6 per car monthly.
- Developed reports to detail aging and past due accounts for Area Manager.
Assistant Branch Manager
Enterprise Holdings, Inc.
01.2017 - 11.2018
- Managed and evaluated fleet mix and utilization of 140 rental cars.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
Management Assistant
Enterprise Holdings, Inc.
02.2016 - 01.2017
- Managed overall branch operations in the absence of Assistant and Branch managers
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
Management Trainee
Enterprise Holdings, Inc.
02.2016 - 10.2016
- Consistently met goal of 120% in personal sales
- Consistently met or exceeded corporate customer service goal of 82%
- Responsible for underwriting rental contracts.
Store Manager
Guess Stores, Inc.
11.2012 - 02.2016
- Managed overall store operations and staff for a $1.5 million store.
- Achieved #1 in store sales by growing the business by $200,000 for the 2015 fiscal year
- Exceeded profitability expectations for sales, payroll, shrink, and conversion.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Education
Bachelor of Arts - Merchandising Management
International Academy of Design And Technology
Chicago03.2008
Skills
- Staff Management
- Relationship Building
- Sales team training
- Goals and performance
- Verbal and written communication
- Sales expertise
- Client Relationship Management
- Strategic Planning
- Account Management
- Analytical problem solver
- Persuasive Negotiations
- Territory Management
Certification
Real Estate Salesperson’s License, State of Georgia Real Estate Commission, 08/2021
Timeline
Contact Representative
Department of the Treasury – Internal Revenue Service
06.2021 - Current
Collector Analyst II
Hyundai Capital America
09.2019 - 04.2021
Collector Analyst I
Hyundai Capital America
06.2019 - 09.2019
Senior Customer Assistance Representative
Enterprise Holdings, Inc.
11.2018 - 05.2019
Assistant Branch Manager
Enterprise Holdings, Inc.
01.2017 - 11.2018
Management Assistant
Enterprise Holdings, Inc.
02.2016 - 01.2017
Management Trainee
Enterprise Holdings, Inc.
02.2016 - 10.2016
Store Manager
Guess Stores, Inc.
11.2012 - 02.2016
Bachelor of Arts - Merchandising Management
International Academy of Design And Technology
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