Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Keiona Hicks

Las Vegas

Summary

Dynamic customer service leader with extensive experience in team management and process optimization. Achieved significant enhancements in customer satisfaction and operational efficiency through effective conflict resolution strategies. Proficient in data management and communication, consistently driving high performance standards while cultivating strong relationships with clients and team members.

Overview

18
18
years of professional experience

Work History

Owner

Hicks & Company LLC
Las Vegas
01.2022 - 04.2024
  • Managed high-volume inboxes to ensure timely and efficient responses.
  • Scheduled and managed appointments.
  • Resolved client issues to ensure satisfaction in a timely manner.
  • Coordinated scheduling for efficient time management.
  • Managed data input operations accurately.
  • Performed administrative tasks.
  • Prepared and edited documents, including reports, presentations, and spreadsheets.
  • Ran personal errands through online transactions, allowing clients to focus on more pressing duties.
  • Managed daily email correspondence, ensuring timely responses and organized inbox.

Manager

Einstein Bros
Las Vegas
08.2022 - 04.2024
  • Enhanced the quality of customer experiences.
  • Streamlined processes within ticketing operations.
  • Conducted daily counts and deposits.
  • Drove sales by suggestive selling.
  • Assured customer satisfaction.
  • Maintain grade A health department inspections.
  • POS systems.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Analyzed business performance data and forecasted business results for upper management.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Recruited and trained new employees to meet job requirements.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Provided leadership during times of organizational change or crisis situations.
  • Delegated work to staff, setting priorities and goals.
  • Managed inventory levels to meet demand without overstocking, reducing waste.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Led a team of 8-10 employees, ensuring high productivity and excellent customer service.

Manager

Mcdonalds
Las Vegas
05.2022 - 11.2022
  • Managed shift activities for a group of more than five employees.
  • Managed operational workflows to ensure seamless daily processes.
  • Handled regular monetary transactions.
  • Increased revenue by employing suggestive selling techniques.
  • Ensured quality of service met customer expectations.
  • Maintain grade A health department inspections
  • Managed and optimized POS software for enhanced performance.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Recruited and trained new employees to meet job requirements.
  • Provided leadership during times of organizational change or crisis situations.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Monitored staff performance and addressed issues.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Warehouse Sorter

Amazon
Las Vegas
07.2021 - 01.2022
  • Sorted packages efficiently to optimize workflow.
  • Developed efficient routing algorithms.
  • Streamlined scanner operations for increased efficiency and accuracy.
  • Collaborated with team members to identify potential risks.
  • Enhanced precision in positioning packages.
  • Picked up heavy objects using proper lifting techniques to avoid personal injuries.
  • Utilized hand-held scanners to track inventory levels and update database as needed.
  • Packaged fragile items with protective padding to prevent damages during shipments.
  • Used handheld scanners to key in data for packages.
  • Marked and labeled containers with accurate shipping information to prevent delays.
  • Provided assistance in loading and unloading trucks for delivery purposes as required.

Delivery Driver

Prime Logistics/Amazon
Las Vegas
05.2020 - 06.2021
  • Ensured the safe and punctual delivery of residential and commercial packages.
  • Addressed challenges via strategic problem solving.
  • Enhanced client support.
  • Integrated geo-location tracking applications.
  • Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
  • Drove vehicles safely, obeying traffic laws and transportation procedures to avoid accidents.
  • Conducted pre-inspections to keep trucks reliable and well-maintained.
  • Promoted positive customer service by delivering on-time shipments and fully resolving issues.
  • Reported mechanical problems encountered with vehicles to dispatch.
  • Handled merchandise in accordance with product handling standards.

Bus Driver

Clark County School District
Las Vegas
02.2019 - 05.2021
  • Communicated effectively with dispatch staff via two way radio regarding delays, detours.
  • Assisted elderly or disabled individuals by helping on and off bus, seating properly and carrying baggage.
  • Inspected vehicles and checked gas, oil and water levels prior to departure.
  • Completed accident and incident reports accurately and legibly at end of scheduled shifts.
  • Drove established routes and maintained knowledge of streets and stops to deliver positive passenger experiences.
  • Verified that all passengers were seated before operating the bus.
  • Operated wheelchair lifts as needed to assist passengers with special needs onto the bus safely.
  • Drove specified routes in compliance with traffic regulations and time schedules.
  • Operated bus professionally and interacted with passengers to foster pleasant rides.
  • Maintained daily logs of vehicle inspections, trips, hours worked and other pertinent information.
  • Parked vehicles at loading areas to board passengers.
  • Cleaned and sanitized bus interiors to lessen germ spread.
  • Kept bus orderly with strong control over passenger behaviors.

Customer Service Representative

Ace Business Solutions
Las Vegas
08.2015 - 01.2019
  • Provided support for customer inquiries.
  • Exhibited critical thinking.
  • Developed streamlined processes for handling tickets effectively.
  • Demonstrated excellent understanding of technical concepts.
  • Collected deposits or payments and arranged for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Assisted clients with service requests.
  • Developed positive relationships with customers through friendly interactions.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Implemented innovative methods for streamlining the customer service process.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Mail Carrier

USPS
Las Vegas
01.2014 - 08.2015
  • Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
  • Sorted mail to be delivered according to route and customer address.
  • Ensured compliance with federal laws related to privacy protection.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Collected signatures from recipients of registered mail items.
  • Scanned packages for delivery tracking.
  • Used road maps or GPS to verify routes and designated addresses.

Guest Room Attendant

Aria Resort & Casino
Las Vegas
11.2011 - 01.2014
  • Maintained clean floors throughout property by sweeping, scrubbing and waxing.
  • Greeted guests upon arrival and provided assistance with luggage.
  • Reported damage or theft of hotel property to management.
  • Ensured guest rooms were clean and comfortable, changed linen and restocked amenities.
  • Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
  • Followed proper health codes when handling food items or disposables.
  • Communicated with maintenance team on damages to repair.
  • Delivered extra linens, paper products and toiletries to guests.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Maintained a professional appearance while on duty by adhering to uniform standards.
  • Inspected all assigned areas for cleanliness, safety hazards, damages or maintenance issues.

Medical Assistant

Dr. Zority OB/GYN
Las Vegas
05.2011 - 11.2011
  • Completed prior authorizations.
  • Processed insurance eligibility checks.
  • Arranged surgical appointments ensuring timely procedures.
  • Appointment scheduling
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Collected, labeled and stored laboratory specimens properly prior to testing.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Responded to patient callbacks and phone-in prescription refill requests.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Assisted back office patient processes to reduce office wait times.
  • Organized patient charts before each day's clinic sessions began.
  • Supported administrative staff by processing payments.
  • Provided assistance to medical staff in performing minor surgical procedures.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Scheduled appointments for patients via phone and in person.
  • Prepared treatment rooms for patient examinations.
  • Conducted routine laboratory tests and sample analyses to monitor diseases.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Administrative Intern

Southwest Gas
Las Vegas
03.2010 - 07.2010
  • Prepared meeting agendas, attended meetings and recorded and transcribed minutes.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Answered incoming calls from customers or prospects and routed them to appropriate personnel.
  • Inputted data into spreadsheets for tracking purposes.
  • Assisted in organizing and maintaining electronic and paper filing systems for efficient information retrieval.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Reviewed files, records and other documents to obtain information or respond to requests.
  • Delivered messages and ran errands.
  • Provided clerical support to other departments as needed, including data entry and document preparation.
  • Updated customer records in databases ensuring accuracy of information.
  • Provided administrative support to staff members as needed.
  • Troubleshot office equipment, computer hardware and software issues.
  • Created presentations using Microsoft Office Suite.
  • Greeted visitors at the front desk and provided assistance when necessary.

Manager

McDonalds
Las Vegas
06.2006 - 06.2010
  • Instructed staff about key guidelines.
  • Assigned duties according to employee competencies.
  • Supervised operational efficiency of teams exceeding five members.
  • Maintained accurate records of inventory levels.
  • Made daily cash deposits accurately.
  • Achieved higher customer service ratings.
  • Contributed to the accomplishment of company targets.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Operated equipment and machinery according to safety guidelines.
  • Resolved malfunctions within technical environments.
  • Recognized by management for providing exceptional customer service.

Education

Medical Assisting -

Kaplan College
Las Vegas, NV

Skills

  • Customer service
  • Data management
  • Inventory control
  • Sales techniques
  • Process optimization
  • Budget monitoring
  • Team leadership
  • Time management
  • Conflict resolution
  • Effective communication
  • Quality assurance
  • Appointment scheduling
  • Document preparation
  • Problem-solving
  • Performance improvement
  • Business administration
  • Customer relationship management
  • Verbal and written communication
  • Agile methodology implementation
  • Supervision and training

Affiliations

  • Board member and dance coach for underprivileged youth programs
  • Assistant dance coach in church settings
  • Writer (poetry)

Timeline

Manager

Einstein Bros
08.2022 - 04.2024

Manager

Mcdonalds
05.2022 - 11.2022

Owner

Hicks & Company LLC
01.2022 - 04.2024

Warehouse Sorter

Amazon
07.2021 - 01.2022

Delivery Driver

Prime Logistics/Amazon
05.2020 - 06.2021

Bus Driver

Clark County School District
02.2019 - 05.2021

Customer Service Representative

Ace Business Solutions
08.2015 - 01.2019

Mail Carrier

USPS
01.2014 - 08.2015

Guest Room Attendant

Aria Resort & Casino
11.2011 - 01.2014

Medical Assistant

Dr. Zority OB/GYN
05.2011 - 11.2011

Administrative Intern

Southwest Gas
03.2010 - 07.2010

Manager

McDonalds
06.2006 - 06.2010

Medical Assisting -

Kaplan College

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Keiona Hicks