Juwanakee Hickman
Lawrenceville,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in this industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Rural Carrier/204B (Sup in Training)
United States Postal Service
Lawrenceville, GA
11.2016 - Current
- Drove assigned vehicle and delivered mail to rural locations.
- Resolved discrepancies between actual number of parcels loaded versus what was recorded on manifest document.
- Took outgoing mail from customers by hand and obtained letters from boxes.
- Assisted customers by lifting heavy packages and placing parcels by front door or garage.
- Performed special tasks such as collecting signatures on registered letters or delivering Certified Mail notices.
- Checked all outgoing mail pieces for accuracy before loading onto truck for delivery.
- Recorded address changes to redirect mail for residences or businesses.
- Collected money for cash-on-delivery and postage-due mail to turn in receipts to postal office.
- Adhered to safety protocols while operating company-owned vehicles during route runs.
- Provided change-of-address cards and other postal forms upon customer request.
- Sorted mail, arranging in delivery sequence for distribution.
- Assisted customers with package pickup, forwarding and return services.
- Greeted customers with pleasant attitude and offered assistance with mail-related issues.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Rep
Kaye’s Food Market
Yazoo City, MS
08.2015 - 09.2017
- Consulted with customers to resolve service and billing issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prevented key account losses by researching discrepancies and correcting problems.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Educated customers on special pricing opportunities and company offerings.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conferred with customers by telephone or in person to provide information about products or services
Teller Supervisor
Inova Federal Credit Union
Michigan City, IN
10.2012 - 04.2015
- Implemented measures to reduce risk associated with financial crimes including money laundering.
- Provided coaching and mentoring to individual team members; facilitated team building activities.
- Received and counted daily inventories of cash, drafts and checks.
- Identified training needs for tellers, created learning materials, and conducted regular training sessions.
- Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
- Recruited, interviewed, hired, trained, evaluated, managed disciplinary actions, and terminated employees when needed.
- Identified transaction errors when debits and credits did not balance.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Supplied tellers with coin and currency.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Reported daily averages and shortages to operations department.
Supervisor
TCF Bank
Michigan City, IN
07.2004 - 06.2012
- Reviewed completed work to verify consistency, quality and conformance.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Set specific goals for projects to measure progress and evaluate end results.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assessed company operations for compliance with safety standards.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity to provide constructive feedback and coaching.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Shift Supervisor
Wendy's
Michigan City, IN
07.2002 - 03.2004
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Educated customers about offerings, promotions and pricing to boost sales.
- Collaborated with team members to improve performance and implement training updates.
- Observed and monitored utilization of equipment.
- Assisted customers with product selection when needed.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
Education
BA in Liberal Arts -
Purdue University North Central
01.2008
Skills
- Personal Development
- Customer Relations
- Money Management
- Proficient in Microsoft Office
- Security Operations
- Time Management
- Interpersonal Articulation
- Staff Management
- Financial Management
- Payroll
- Staff Development
- Payment Collections
- Inventory Control
- Processes and Procedures
- Policy Enforcement
- Goal-Oriented
- Meticulous
- Complex Problem-Solving
Certification
Teaching License, 07/2017, 2021
Timeline
Rural Carrier/204B (Sup in Training)
United States Postal Service
11.2016 - Current
Customer Service Rep
Kaye’s Food Market
08.2015 - 09.2017
Teller Supervisor
Inova Federal Credit Union
10.2012 - 04.2015
Supervisor
TCF Bank
07.2004 - 06.2012
Shift Supervisor
Wendy's
07.2002 - 03.2004
BA in Liberal Arts -
Purdue University North Central
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