Kera Hicks
Arlington,TX
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Concentrix
Arlington, TX
03.2022 - 10.2024
- Company Overview: A work-from-home job.
- Managed high-volume of inbound and outbound customer calls.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Security Supervisor
Allied Universal Security Services
Irving, TX
07.2023 - 05.2024
- Inspected posts and met with subordinates to outline tasks and responsibilities.
- Provided ongoing coaching, feedback, development opportunities, discipline when necessary to ensure employees are meeting expectations.
- Investigated incidents, wrote detailed reports, and made recommendations for improvements in the security program.
- Monitored and authorized employee and guest access to guard against theft.
Customer Service Agent
Everise
Austin, TX
11.2021 - 02.2022
- Company Overview: A work-from-home job.
- Provided top quality control and eliminated downtime to maximize revenue.
- Managed high-volume of inbound and outbound customer calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Contacted customers about potential service upgrades, new services and account changes.
Packer
Amazon Fulfillment Ctr
Fort Worth, TX
07.2020 - 01.2021
- Unloaded and loaded trucks with merchandise for distribution.
- Collaborated with colleagues from other departments in order to coordinate efficient workflow processes.
- Ensured work area was clean and organized, adhering to safety regulations.
- Operated machinery for wrapping, boxing, and labeling products.
- Collaborated with team members to meet packing deadlines during high-volume periods.
Guest Service Manager
Racetrac
Arlington, TX
06.2019 - 06.2020
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Responded to and resolved guest issues or complaints.
- Reconciling cash registers at the end of each shift to ensure accuracy and proper accounting procedures.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisting with stocking shelves with merchandise according to planograms or instructions from corporate headquarters.
- Conducting regular inspections of pumps, tanks, hoses, meters, nozzles and other equipment for potential hazards or malfunctions.
Education
High School Diploma - General High School Curriculum
Arlington High School
Arlington, TX06-2019
Some College (No Degree) - General Studies
Dallas College
Dallas, TXSkills
- Customer relations
- Phone etiquette
- Customer complaint resolution
- Technical troubleshooting
- Upselling
- Customer focus
- CRM software
- Inbound customer service
- Staff management
- Staff training and development
- Microsoft Word mastery
- Packaging
Certification
- Security License - Valid until August 9, 2025
Timeline
Security Supervisor
Allied Universal Security Services
07.2023 - 05.2024
Customer Service Agent
Concentrix
03.2022 - 10.2024
Customer Service Agent
Everise
11.2021 - 02.2022
Packer
Amazon Fulfillment Ctr
07.2020 - 01.2021
Guest Service Manager
Racetrac
06.2019 - 06.2020
High School Diploma - General High School Curriculum
Arlington High School
Some College (No Degree) - General Studies
Dallas College
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