Helen Hickam
Lynn Haven,FL
Summary
Versatile communications and operations professional with extensive experience in nonprofit and hospitality sectors. Expertise in digital media management, community outreach, and staff training, resulting in improved service standards and operational efficiency. Committed to building trust and enhancing satisfaction across diverse audiences.
Overview
21
21
years of professional experience
Work History
Spa Manager
HARD ROCK HOTEL & CASINO BRISTOL
Bristol, VA
01.2025 - Current
- Achieved #1 company ranking in guest satisfaction during multiple months and completed 100 Mystery Shops with perfect 10/10 guest evaluations.
- Served as a primary point of contact for sensitive guest concerns and escalated situations, using diplomacy, sound judgment, and clear communication to resolve issues while protecting the organization's reputation.
- Analyzed guest feedback, satisfaction data, Mystery Shop results, and key metrics to identify trends and recommend actionable improvements.
- Created and implemented comprehensive SOPs and communication procedures covering guest experience, booking, employee standards, facility operations, safety, weather response, opening/closing, and departmental workflows.
- Developed promotional and employee-engagement initiatives that increased participation and strengthened relationships while aligning with organizational goals.
- Communicated organizational expectations, policy changes, performance goals, and operational updates to a multidisciplinary team while maintaining accountability and engagement.
- Trained and mentored employees and emerging leaders to enhance communication, professionalism, and service standards across the team.
- Led day-to-day operations and communications for a high-visibility hospitality department, managing employees, guest relations, scheduling, training, promotions, and operational priorities.
Founder & President
SEASONS OF HOPE
01.2016 - Current
- Founded and organized the nonprofit's transition to a 501(c)(3) organization and serve as the day-to-day operator overseeing programs, events, public relations, fundraising, and community initiatives.
- Established and operated a 501(c)(3) community nonprofit organization.
- Developed and published a monthly citizen newsletter and wrote and distributed news releases to educate the public and communicate the organization's mission and programs.
- Managed the organization's social media accounts and website, creating branded digital content with Canva and developing content for Facebook, Instagram, and TikTok to increase public engagement.
- Conducted community outreach, building relationships with businesses, community leaders, public agencies, donors, and volunteers to enhance awareness and support for the organization.
- Represented Seasons of Hope at special and community events to develop relationships with potential donors, volunteers, and community partners.
- Conducted needs assessments and connected families with financial, medical, social, employment, education, housing, domestic violence, substance-abuse, food, and other community resources.
- Researched grants and wrote proposals, developing targeted fundraising strategies to align with the organization's mission and maximize program impact.
- Coordinated volunteer recruitment, skills-based placement, volunteer files, and opportunities for advancement.
- Created and coordinated community programs such as a diaper pantry, feminine hygiene pantry, Christmas program, and back-to-school program to address essential needs in the community.
- Collected and entered statistical data into databases and prepared correspondence, accounting, and financial documents for analysis.
Front Office Manager & Marketing
POWER OF TOUCH MASSAGE
Johnson City, TN
11.2022 - 01.2024
- Managed front-office operations, client communications, appointment scheduling, and day-to-day customer service in high-volume environment, ensuring seamless client experiences.
- Created branded digital content and social media campaigns using Canva, Facebook, Instagram, and TikTok to promote services and events, enhancing customer engagement.
- Designed promotional graphics, announcements, event materials, and educational content using Canva; adapted assets to current trends and diverse audiences.
Customer Service Representative
AT&T
03.2019 - 08.2022
- Handled high-volume inquiries, payments, claims, disputes, and collections while maintaining professionalism and attention to detail.
- Managed customer files, resolved issues, negotiated settlements, and balanced competing customer needs in fast-paced environment.
- Provided comprehensive, timely, and professional written and verbal customer service while researching individual issues and identifying solutions.
- Delivered customer service through effective communication and problem-solving to address customer concerns.
Manager
FINE LINES
07.2005 - 11.2007
- Managed daily operations to ensure smooth workflow and productivity.
- Recruited and trained staff, created schedules, developed marketing events, and generated new business through prospect calls and networking referrals while maintaining strong customer relationships.
- Oversaw staff training programs to enhance team skills and performance.
- Developed and implemented operational procedures to improve efficiency.
- Oversaw company accounts, managed opening and closing procedures, reconciled cash, and resolved customer questions and complaints.
Education
Criminal Justice -
East Tennessee State University
Johnson City, TNCNA -
Tennessee College of Applied Technology
Elizabethton, TNSkills
- Guest relations
- Guest services
- Customer service
- Service coordination
- Crisis management
- Team management
- Team management and mentoring
- Fundraising and grant writing
- Client outreach and relations
- Stakeholder relations
- Operations oversight
- Process improvement
- Digital media management management
- Website management
- Content development
- Microsoft Office
Technology And Digital
- Microsoft Office
- Social Media Management
- Web Services
- Digital Content
- Social Media Marketing
- Event Marketing
Affiliations
- Board Member, RISE, Healthy for Life
- INSPIRE TMRG Officer, Hard Rock Bristol
- Volunteer, Culture Club, Hard Rock Bristol
Timeline
Spa Manager
HARD ROCK HOTEL & CASINO BRISTOL
01.2025 - Current
Front Office Manager & Marketing
POWER OF TOUCH MASSAGE
11.2022 - 01.2024
Customer Service Representative
AT&T
03.2019 - 08.2022
Founder & President
SEASONS OF HOPE
01.2016 - Current
Manager
FINE LINES
07.2005 - 11.2007
Criminal Justice -
East Tennessee State University
CNA -
Tennessee College of Applied Technology