Years of Customer Service Exp.
Keishon Hicks
United States,TX
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Authorized to work in the US for any employer and open to traveling and relocating for new job opportunities within the united sates.
Overview
16
16
12
12
Years Of Telcommunications Management
Work History
Team Leader/Supervisor
Verizon
Dallas, TX
05.2021 - 05.2022
- Identify staff training, development needs and support career path development for staff
- Monitor and review agent level performance
- Provide coaching for defined performance goals
- Review call monitoring goals, including recorded and live calls
- Provide contact center representation to internal and external parties
- On behalf of Verizon Wireless,247.AI contract has ended Manager: John Bradley 817-863-5114
Porter Cashier Bartender
Oaklawn Racing & Gaming
Hot Springs, AR
01.2007 - 01.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Worked to serve over 30,000 guest daily
CSR Supervisor/Team Lead/Instructor
Accent Marketing, Inc./Sprint
Hot Springs, AR
01.2011 - 08.2017
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supervised agents in providing excellent customer service to callers.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- On behalf of Sprint contract has ended
- Manager/April Hawker 734-787-7840
Education
High school diploma -
Hot Springs High School
05.2010
Skills
- Customer service manager — Expert
- Coaching and Mentoring
- Staff Training
- Guest Satisfaction
- Telecommunications
- Live Chat
- Computer Expert
- Liquor, Beer and Wine Knowledge
- Hospitality and Guest Service
- Food and Beverage Service
- Microsoft Office
- Remote/Work from home
Timeline
Team Leader/Supervisor
Verizon
05.2021 - 05.2022
CSR Supervisor/Team Lead/Instructor
Accent Marketing, Inc./Sprint
01.2011 - 08.2017
Porter Cashier Bartender
Oaklawn Racing & Gaming
01.2007 - 01.2018
High school diploma -
Hot Springs High School
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