Summary
Overview
Work History
Education
Skills
Timeline
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Hakeem Dickson

Round Rock,TX

Summary

Highly efficient customer experience professional with a demonstrated history of successfully managing, leading, and developing others in high volume multichannel environments. A communications, leadership and customer focused professional with a passion for delivering business results.

Overview

11
11
years of professional experience

Work History

Customer Relations Lead

Chick-Fil-A
01.2023 - Current
  • Led the restaurant to a 14% sales increase from the previous year by reducing food cost and labor percentages while improving customer satisfaction scores.
  • Daily tracking of performance metrics for staff, enabling regular evaluation of progress towards goals, and identification of coaching opportunities.
  • Implemented hurricane bagging and car descriptions methods which led to a 16% increase in drive through efficiency.
  • Managed high-volume inbound calls, maintaining exceptional levels of professionalism and empathy during challenging situations.
  • Facilitated over $10,000 worth of catering weekly.
  • Developed a Team Lead Mentorship Program by meeting biweekly to talk about leadership development, company culture and customer retention.


Student Development Coordinator

Victory City Chutch
09.2021 - 12.2022
  • Led and supported a team of 8 student leaders to provide development in their faith and peer leadership skills.
  • Implemented development training for youth volunteers that led to Wednesday night services averaging from 9 students to 60 plus students in attendance.
  • Partnered with Pflugerville ISD to provide over 500 backpacks and supplies to students.
  • Initiated & Coordinated monthly church outreach opportunities for church attendees.
  • Collaborated cross functionally with other church departments to provide volunteers to facilitate $10,000 worth of gifts to families in need for our yearly Christmas outreach.
  • Outreach experience includes but not limited to: mentorship program with Pflugerville High School and Hendrickson High School, Collaboration of disaster relief programs through ATX Outreach Connection, school yard work for Round Rock ISD etc.

Customer Service Manager

Freshfields Farm
08.2018 - 09.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Restaurant Relation Manager

Chick-Fil-A
07.2013 - 08.2018
  • Managed and motivated employees to be productive and engaged in work.
  • Implemented the outside cash box system that led to an 9% increase in drive thru sales.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Created a monthly partnership with Orlando Children's Church to provide lunch and mentorship to over 100 underprivileged kids.

Education

Bachelor of Arts - Broadcast Journalism

University of Central Florida
Orlando, FL
12.2016

Associate of Arts - Genral

Valencia College
Orlando, FL
05.2014

Skills

  • Leadership
  • Team Management
  • CRM Software proficiency
  • Problem-Solving
  • Event Planning & Coordination
  • Microsoft Suite
  • Outreach Partnership Coordination

Timeline

Customer Relations Lead

Chick-Fil-A
01.2023 - Current

Student Development Coordinator

Victory City Chutch
09.2021 - 12.2022

Customer Service Manager

Freshfields Farm
08.2018 - 09.2021

Restaurant Relation Manager

Chick-Fil-A
07.2013 - 08.2018

Bachelor of Arts - Broadcast Journalism

University of Central Florida

Associate of Arts - Genral

Valencia College

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Hakeem Dickson