JENNIFER HICKS
Somonauk,IL
Summary
Dynamic leader with a proven track record at Producers Chemical Company, enhancing customer satisfaction and team performance. Excelled in CRM software and interpersonal skills, achieving significant improvements in first call resolution rates. Passionate about leveraging complaint handling and staff training to exceed goals and drive continual improvement. Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Adaptable and reliable with proven track record of leading teams through changing needs and challenges. Recognized for fostering supportive and productive work environment.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Producers Chemical Company
09.2014 - Current
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Pricing Coordinator
Producers Chemical Company
09.2014 - Current
- Mitigated potential revenue losses by proactively identifying and addressing pricing errors in a timely manner.
- Collaborated with supply chain management to understand cost fluctuations, enabling proactive adjustments in pricing strategies as necessary.
- Optimized margins through regular analysis of cost structures and identification of potential areas for improvement.
- Developed strong relationships with internal teams and external partners, facilitating open communication channels for effective collaboration on pricing-related initiatives.
- Maintained up-to-date pricing data by regularly reviewing market trends and competitor pricing activities.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
Education
High School Diploma -
Evanston Township High School
Evanston, IL06-1993
Skills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Issue Resolution
- Inside sales
- Customer service analysis
- Regulatory Compliance
- Adaptability and Flexibility
- Effective Communication
- Administration and Operations
- Interpersonal Skills
- Scheduling
- Staff Training
Timeline
Customer Service Representative Team Lead
Producers Chemical Company
09.2014 - Current
Pricing Coordinator
Producers Chemical Company
09.2014 - Current
High School Diploma -
Evanston Township High School
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