Jessica Hicks
Cleveland
Summary
Dynamic customer service professional with a proven track record at Aetna Medicaid, excelling in problem resolution and critical thinking. Recognized for enhancing client satisfaction through effective communication and teamwork. Dependable and detail-oriented, adept at multitasking in fast-paced environments while maintaining high standards of service quality.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
9
9
years of professional experience
Work History
MSO Group Medicare Customer Service
Aetna Medicaid
09.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Account Specialist
Discover Card
11.2023 - 11.2024
- Managed customer inquiries and resolved account issues efficiently.
- Collaborated with cross-functional teams to enhance account management processes.
- Analyzed customer data to identify trends and improve service delivery.
- Provided product information and solutions tailored to client needs.
- Ensured compliance with company policies and industry regulations consistently.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Resolved complex account issues, restoring client confidence and preserving business relationships.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Consumer Sr. Service Specialist
KeyBank
07.2023 - 10.2023
- Delivered exceptional customer service through effective communication and problem-solving techniques.
- Assisted clients in understanding financial products and services, ensuring informed decision-making.
- Processed account transactions accurately while adhering to compliance regulations and policies.
- Collaborated with team members to identify process improvements, enhancing overall operational efficiency.
- Educated clients on digital banking tools, increasing user engagement and satisfaction levels.
- Resolved complex customer inquiries by leveraging product knowledge and resources effectively.
- Maintained accurate records of client interactions, contributing to data integrity for reporting purposes.
- Trained new staff on service protocols, fostering a knowledgeable and efficient team environment.
- Enhanced customer satisfaction by resolving complex service issues promptly and effectively.
- Increased department productivity with strategic task prioritization and effective time management.
- Successfully navigated multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Led training initiatives aimed at enhancing staff competency in relevant technologies, tools, and methods related to service delivery.
- Championed internal collaboration efforts, fostering a positive work environment conducive to innovation and teamwork among colleagues.
- Collaborated cross-functionally to troubleshoot and resolve challenging technical problems for customers.
- Efficiently managed high-pressure situations, providing prompt resolutions while maintaining a calm demeanor under stress.
- Developed strong relationships with clients by providing exceptional support and ensuring their needs were met.
- Improved client retention rates by addressing concerns promptly and providing tailored solutions to meet their unique needs.
- Delivered exceptional customer experiences through proactive communication and efficient problem-solving techniques.
- Mentored junior team members to improve their skills and overall performance in the workplace.
- Maintained up-to-date knowledge of industry trends, sharing best practices with the team for ongoing professional growth.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Consumer Service Specialist
KeyBank
03.2022 - 07.2023
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline service processes, improving response times.
- Utilized CRM systems to track customer interactions and ensure accurate follow-up.
- Provided training support for new staff, fostering a collaborative work environment.
- Maintained up-to-date knowledge of banking products and services to assist clients effectively.
- Analyzed customer feedback to identify service improvement opportunities and implement solutions.
- Administered accurate account setup, maintenance, and closing of customer account information.
- Developed rapport with customers, earning trust through active listening and empathetic responses.
- Kept abreast of company updates, new product releases, and upcoming promotions to effectively communicate relevant information to customers.
- Collaborated with team members to consistently achieve monthly performance goals in call handling metrics.
- Assisted in training new hires, sharing knowledge of company policies and best practices for customer service excellence.
- Implemented feedback from quality assurance reviews, demonstrating adaptability and commitment to continuous improvement.
- Worked with customers continuously and sustained and improved business relationships.
- Maintained accurate records of customer interactions to facilitate seamless follow-up on unresolved issues.
- Promoted a positive work environment by actively supporting colleagues during peak hours or when dealing with challenging scenarios.
- Delivered exceptional phone-based support while consistently maintaining a professional demeanor during high-pressure situations or back-to-back calls.
- Provided expert product knowledge when assisting customers with inquiries about features, benefits, pricing, installation guidelines or troubleshooting tips.
- Contributed to overall reduction of average call handle time through proficient use of CRM software tools and resources.
- Contacted and helped find solutions for customers with overdue payments.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
- Presented information to prospective customers, initiated new service and flawlessly set up customer accounts.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Senior Guest Associate
GameStop
07.2021 - 11.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted in merchandise stocking and organization to maintain a visually appealing sales floor.
- Educated customers on product features and benefits, enhancing their shopping experience.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
- Collaborated with team members to meet sales targets and improve overall store performance.
- Implemented promotional displays that increased customer engagement and product visibility.
- Trained new associates on company policies, procedures, and best practices for customer interactions.
- Maintained up-to-date knowledge of gaming products and trends to provide informed recommendations.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
Sales Associate
H&M Hennes & Mauritz
03.2019 - 07.2021
- Enhanced customer experience through personalized service and product knowledge.
- Managed inventory levels, ensuring stock availability and accurate product displays.
- Trained new sales associates on company policies and customer engagement techniques.
- Implemented visual merchandising strategies to optimize store layout and presentation.
- Analyzed sales trends to inform merchandising decisions and improve product selection.
- Led team initiatives aimed at increasing sales performance and enhancing customer loyalty.
- Mentored junior associates, fostering a collaborative environment focused on achieving targets.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Collaborated with team members to achieve monthly sales targets.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
Front End Supervisor
Marc's Grocery Store
08.2016 - 02.2019
- Supervised daily operations to ensure optimal workflow and service quality.
- Trained and mentored team members on best practices and customer service standards.
- Implemented process improvements that enhanced efficiency in front-end activities.
- Coordinated staff schedules to maintain adequate coverage during peak hours.
- Resolved customer inquiries and issues promptly, fostering a positive shopping experience.
- Conducted performance evaluations, providing feedback to improve team productivity.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 15 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted a safe working environment by enforcing safety guidelines among team members consistently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Collaborated with store management to develop strategies for improving overall store performance and customer satisfaction.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
- Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Conducted regular training sessions for new hires and existing employees on company policies, procedures, and best practices.
- Managed inventory levels in the front-end area to avoid stockouts or overstock situations, ensuring optimal product availability.
- Assisted in the development of staff schedules to ensure adequate coverage during peak hours while minimizing labor costs.
- Conducted regular performance reviews, providing constructive feedback and identifying areas for development.
- Addressed and resolved customer complaints, restoring customer confidence and loyalty.
- Coordinated shift schedules to ensure optimal staffing during peak hours, boosting customer service efficiency.
- Enhanced overall shopping experience, making sure that front end was always clean, well-organized, and customer-friendly.
Education
Certificate of Technical Studies - Cosmetology
Regency Beauty Institute
Willoughby, OHHigh School Diploma -
Charles F Brush High School
LyndhurstSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Flexible and adaptable
- Attention to detail
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Time management
- Calm under pressure
- Active listening
- Organization and time management
- Problem resolution
- Verbal communication
Timeline
MSO Group Medicare Customer Service
Aetna Medicaid
09.2025 - Current
Account Specialist
Discover Card
11.2023 - 11.2024
Consumer Sr. Service Specialist
KeyBank
07.2023 - 10.2023
Consumer Service Specialist
KeyBank
03.2022 - 07.2023
Senior Guest Associate
GameStop
07.2021 - 11.2021
Sales Associate
H&M Hennes & Mauritz
03.2019 - 07.2021
Front End Supervisor
Marc's Grocery Store
08.2016 - 02.2019
Certificate of Technical Studies - Cosmetology
Regency Beauty Institute
High School Diploma -
Charles F Brush High School