KIMBERLY J. HICKSON
Retirement Clearinghouse
Charlotte,NC
26
years of professional experience
Account Service Professional experienced in ensuring client satisfaction and maintaining strong account relationships. Delivered positive outcomes through effective collaboration with team members and adaptability to changing client needs. Committed to driving team success and advancing organizational objectives with dedication and enthusiasm.
Work History
Account Service Representative
2 Years 6 Months- Coordinated retirement plan transactions while following compliance requirements and service procedures.
- Resolved participant account inquiries regarding rollover eligibility, distributions, and service options.
- Explained account status, processing steps, and required documentation to participants.
- Updated account records, ensuring accurate maintenance of beneficiary and contact information.
- Supported participant account transitions by verifying data and escalating complex issues appropriately.
Tier 2 Technical Support Specialist
6 Years 1 Month- Guided customers through SIM, activation, and connectivity troubleshooting for seamless service restoration.
- Resolved escalated wireless service and device issues using CRM and ticketing systems.
- Diagnosed network, voicemail, and account provisioning errors with accuracy and urgency.
- Collaborated with tiered support teams to escalate complex technical cases and document resolutions.
- Improved support efficiency by refining troubleshooting steps and knowledge base usage.
- Reviewed account history and service details to identify root causes and prevent repeat issues.
Customer Service Representative
9 Years 6 Months- Resolved customer billing issues, enhancing overall customer satisfaction.
- Worked with customers to resolve customer billing issues, ensuring a high level of customer service.
- Audited customer service calls, ensuring compliance with quality standards.
- Maintained current knowledge of products, pricing, plans, and policy changes to support customer inquiries.
Picker and Packer
1 Year- Safely and accurately calculate, build and assemble customer orders to prepare them for delivery, transfer, or customer pick-up.
- Proven ability to manage warehouse, inventory, shipping, receiving operations.
- Arranged and coordinated shipments and incoming orders.
- Maintained compliance with all safety and corporate regulations.
Obstetrics Medical Assistant
2 Years- Roomed patients, obtained vitals, and administered injections, and set up for procedures in an OB/GYN facility.
- Ordered clinic supplies, reviewed and documented refrigerator/immunization temperatures, and counted narcotics.
- Ensured compliance with HIPAA, CLIA, and OSHA.
- Reacted calmly and effectively in emergency situations and added the personal, caring touch that immediately put patients at ease.
Shoe Department Coordinator
4 Years- Zoned and organized sales floor.
- Introduced customers to the affordable prices and good quality of the shoes.
- I did the scheduling, inventory, freight, sales tracking, price changes, and maintained an organized store.
Education
Associate of Science - Medical Assisting
Skills
Customer service excellence
Telephone communication
Data verification
Problem-solving
Attention to detail
Data entry
Task prioritization
Professional conduct
Time management
Performance analysis
Computer skills
Task management
Phone etiquette
Composed under pressure
Workplace professionalism
Reliability
Consistent performance
Timeline
Account Service Representative
Retirement Clearinghouse
04.2024 - CurrentRead More
Tier 2 Technical Support Specialist
Verizon Wireless
07.2017 - 08.2023Read More
Customer Service Representative
ALORICA
01.2008 - 07.2017Read More
Picker and Packer
SCIENTIFIC GAMES
01.2008 - 01.2009Read More
Obstetrics Medical Assistant
CUMBERLAND OB/GYN
01.2005 - 01.2007Read More
Shoe Department Coordinator
WALMART
01.2001 - 01.2005Read More
High Tech Institute
Associate of Science from Medical Assisting
Read More