Hakeyah Houston
Fort Worth,TX
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs. Seeking a challenging role that utilizes my skills and experience to drive success.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative (Remote)
Molina Healthcare
02.2023 - 03.2025
- Providing customer support and service to meet the needs of our Molina members and providers
- Resolving issues and effectively addressing needs for members
- Inbound/Outbound phone calls from Members or Providers on routine or simple issues
- Conducting surveys related to health assessments and member satisfaction
- Accurately documenting pertinent details related to Member or Provider calls
- Building rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations
- Supporting provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims
- Collaborated with interdisciplinary teams to enhance patient experience and satisfaction.
Store Manager
Iaayah’s Gift Store
01.2021 - 02.2023
- Coordinated scheduling for staff, maintaining adequate coverage during peak business hours.
- Developed and implemented staff training programs to enhance team performance and engagement.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Analyzed sales data to identify trends, informing strategic product placement and promotions.
- Managed inventory control processes, reducing stock discrepancies and improving accuracy.
- Assisted with hiring, training and mentoring new staff members.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Front Desk Receptionist
Comfort Suites
01.2020 - 01.2021
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Coordinated reservations using property management system to optimize room availability and occupancy rates.
- Oversaw daily cash handling procedures, maintaining accuracy in transactions and record-keeping.
- Assisted guests with inquiries, providing exceptional customer service and resolving issues promptly.
- Trained new staff on front desk protocols, enhancing team performance and service quality.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arrivals.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Postal Mail Clerk
USPS
10.2014 - 10.2019
- Processed incoming and outgoing mail, ensuring accuracy and efficiency in sorting operations.
- Managed inventory of mailing supplies, maintaining optimal stock levels for daily operations.
- Implemented process improvements that streamlined mail distribution, reducing delays significantly.
- Coordinated with various departments to resolve discrepancies in mail deliveries proficiently.
- Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
- Labeled packages with clear, correct information to reduce mailing errors.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Tracked outgoing mail to provide accurate customer updates.
Store Manager
Tandy Leather Factory
12.2013 - 10.2014
- Directed daily store operations, ensuring optimal customer service and efficient workflow.
- Oversaw visual merchandising efforts, resulting in improved store aesthetics and customer experience.
- Fostered strong vendor relationships, negotiating favorable terms to optimize product offerings.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
Assistant Branch Manager
First Convenience Bank
03.2013 - 12.2013
- Led daily operations to enhance customer service and ensure compliance with banking regulations.
- Trained and mentored staff on banking procedures, improving team performance and client interactions.
- Resolved complex customer inquiries, enhancing satisfaction and fostering long-term relationships.
- Managed cash flow and reconciled transactions, ensuring accuracy in financial reporting standards.
- Collaborated with management to establish sales goals, contributing to overall branch growth strategies.
- Oversaw branch security protocols, reducing risks and ensuring a safe environment for customers and staff.
- 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.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
Education
High School -
Everman Joe. C. Bean High School
06.2010
Associate of Arts -
Tarrant County College
05.2013
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH05-2026
Skills
- Customer service expertise
- Coordinated scheduling expertise
- Customer-focused complaint resolution
- Effective team collaboration
- Service excellence
- Analytical problem-solving
- Organizational time strategies
- Meticulous attention to detail
- Proficient in handling multiple tasks
- Exhibits professionalism in high-stress situations
- Consistent reliability
- Strong verbal communication
Hobbies and Interests
Reading, Writing, Singing, Church, Yoga, Travel, Learning Different Languages
Additional Information
- Early High School Graduate
- Earned Cum Laude Award
- GPA above 3.5
- Graduated in the top 10% of class
- Degree in Financial Accounting
Timeline
Customer Experience Representative (Remote)
Molina Healthcare
02.2023 - 03.2025
Store Manager
Iaayah’s Gift Store
01.2021 - 02.2023
Front Desk Receptionist
Comfort Suites
01.2020 - 01.2021
Postal Mail Clerk
USPS
10.2014 - 10.2019
Store Manager
Tandy Leather Factory
12.2013 - 10.2014
Assistant Branch Manager
First Convenience Bank
03.2013 - 12.2013
High School -
Everman Joe. C. Bean High School
Associate of Arts -
Tarrant County College
Bachelor of Arts - Psychology
Southern New Hampshire University
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