Holly Hickman
Wilmington,NC
Summary
HOLLY HICKMAN
PROFESSIONAL SUMMARY
Lead Community Support Specialist with 7+ years of experience in client support and service industry roles. Known for excellent
planning, coordination, and crisis management skills. Demonstrates a keen attention to detail, ensuring effective database
maintenance and needs assessment. Proven track record in leading teams, creating individualized goal plans, and developing creative
solutions. Committed to fostering collaborative environments and enhancing overall client satisfaction.
Overview
9
9
years of professional experience
Work History
LEAD COMMUNITY SUPPORT SPECIALIST
The Charles Lea Center
Wilmington, NC
12.2020 - 01.2024
- Lead at least 6 client teams of 10 employees at any time
- Create monthly schedules for all teams
- Create individualized goal plans for new and existing clients
- Train staff on medication administration and executing effective goal plans for all clients
- Established effective communication channels between clients and internal teams
- Assisted in developing comprehensive documentation for all staff members
- Developed creative solutions for addressing challenging client inquiries or complaints
- Created detailed reports to track progress on client support initiatives
- Led weekly meetings with community support team, reviewing key performance indicators
- Collaborate with management in creating and implementing new initiatives to enhance client support services and improve overall client satisfaction
- Collaborate with external agencies and organizations to expand resources and support available to clients.
Server Shift Leader
K38 Baja Grill
Wilmington, NC
03.2018 - 12.2020
- Cultivated warm relationships with regular customers
- Oversaw daily operations of service team, delegated tasks, and trained new staff
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns
- Wrote and submitted accurate end-of-shift reports to provide management with accurate information about performance of restaurant and staff
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Supported needs of 15- person wait staff who attended to specific needs of countless customers daily for Baja Mexican restaurant with social relevancy and intentionality.
Events and Guest Services Agent
Blockade Runner Beach Resort
Wrightsville Beach, North Carolina
04.2016 - 12.2017
- Reviewed upcoming events and planned for expected challenges including up to 100 check-ins during shift
- Monitored team performance to confirm customer service standards were consistently met
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction
- Supported team members by offering constructive feedback and coaching as needed
- Processed guest payments and provided accurate change
- Collaborated closely with other departments to meet guest needs and provide best possible experience
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
TEACHER
Africa
01.2015 - 12.2015
- Malagasy language learning
- Taught beginner, intermediate, advanced English classes at Excelsior School of Languages.
- Taught Eco Tourism & Business classes at the Creafor Center to educate locals striving to work in the tourism industry.
- Document and record demographic statistics for future volunteers and teachers.
- Develop curriculum that emphasizes importance of nature preservation and local business.
- Led simple all inclusive business/micro-finance/therapy class to young female victims of human-trafficking and prostitution on small island of Ile Sainte Marie, Madagascar to empower them to get back on their feet and create a safe and stable life for them and their children.
- Collaborate with local community leaders to identify educational needs and develop programs that address those needs.
- Organize and lead extracurricular activities for students, such as sports, arts, and community service projects, to enhance their overall learning experience and promote teamwork and personal development.
- Enhanced classroom engagement through use of interactive teaching methods, such as group projects and hands-on activities.
Education
Bachelor of Arts - undefined
The University of North Carolina Wilmington
DEC 2014
Bachelor of Arts - Business & Tourism Management
University of North Carolina Wilmington
Wilmington, NC12.2014
Skills
- Documentation proficiency
- Needs assessment Planning and coordination
- Dependable and responsible Flexible and adaptable
- Self-motivated First Aid/CPR
- Database maintenance Medication dispensing
- Schedule coordination Verbal and written communication
- Problem-solving Daily living assistance
- Behavioral Health Crisis Management
- Attention to Detail Event planning
- Customer service Time management
- Conflict resolution Communication skills
- Team leadership
Timeline
LEAD COMMUNITY SUPPORT SPECIALIST
The Charles Lea Center
12.2020 - 01.2024
Server Shift Leader
K38 Baja Grill
03.2018 - 12.2020
Events and Guest Services Agent
Blockade Runner Beach Resort
04.2016 - 12.2017
TEACHER
Africa
01.2015 - 12.2015
Bachelor of Arts - undefined
The University of North Carolina Wilmington
Bachelor of Arts - Business & Tourism Management
University of North Carolina Wilmington
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