Heather Hicks
Montgomery,Alabama
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills of 6+ years in Financial, Tech Support, and Service Providers. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Foundever
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
VXI Global Solutions
10.2020 - 10.2022
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Sales Associate Specialist
Conn's Home Plus
07.2019 - 10.2020
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers and helped with product questions, selections, and purchases.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Recommended complementary purchases to customers, increasing revenue.
Shift Manager
McDonalds
02.2018 - 07.2019
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
Crew Member
McDonalds
12.2017 - 02.2018
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Assisted other team members to achieve goals.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
Education
Associate of Science - Respiratory Therapy
H. Councill Trenholm State Community College
Montgomery, AL05.2025
High School Diploma -
Jefferson Davis High School
Montgomery, AL05.2017
Skills
- Microsoft PowerPoint
- Research
- Clerical Support
- Computer Proficiency
- Sales Expertise
- Calm and Professional Under Pressure
- Grammar
- Project Management Abilities
- Call Center Operations
- Technical Support
- Business Development Understanding
- Multi-Line Phone Talent
- Microsoft Excel
- Customer Consulting
- Problem-Solving Ability
- Customer Relationship Management
- Conflict Resolution
- Closing Sales
- Administrative Support
- Refund Processing
- Credit Card Payment Processing
- Money Handling Abilities
- Retail Sales Customer Service
- Customer Relations
- Customer Service
- Promotional Support
- Documentation
- Quality Assurance Controls
- Reading Comprehension
- Microsoft Word
- Critical Thinking
- Active Listening
Timeline
Customer Service Representative
Foundever
10.2022 - Current
Customer Service Representative
VXI Global Solutions
10.2020 - 10.2022
Sales Associate Specialist
Conn's Home Plus
07.2019 - 10.2020
Shift Manager
McDonalds
02.2018 - 07.2019
Crew Member
McDonalds
12.2017 - 02.2018
Associate of Science - Respiratory Therapy
H. Councill Trenholm State Community College
High School Diploma -
Jefferson Davis High School
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