LaTori Hicks
Kansas City,KS
Summary
Dynamic leader and customer service expert with a proven track record at Alliance Data, enhancing customer satisfaction by 95%. Specializes in conflict resolution and CRM software proficiency, adept at driving growth and operational efficiency. Achieved a 10% increase in client retention through exceptional relationship-building and strategic planning.
Overview
11
11
years of professional experience
Work History
Self Employed|Founder
Unique, The Artist Customization LLC
Kansas City, KS
02.2021 - Current
- Led strategic planning and execution to enhance profitability and company growth.
- Organized events such as popups, conferences.
- Managed all aspects of business operations, including marketing, sales, finance, and customer service.
- Handled budgeting, bookkeeping, and financial planning to ensure profitability.
- Built relationships with clients/customers, leading to 10% increase in retention or referrals.
Customer Service Representative
Alliance Data
Lenexa, USA
12.2018 - 10.2020
- Maintained a high customer satisfaction score through exceptional service and problem resolution
- Negotiated late fees and provided alternative solutions to customers
- Educated customers on transactions, billing statements, and account management
- Managed high-volume inbound calls, assisting customers with inquiries related to credit card accounts.
- Achieved a 95% customer satisfaction score by providing exceptional service and problem resolution.
Loan Processor
SimpleFast Lending
Kansas City, USA
03.2016 - 08.2016
- Managed front-office operations and provided exceptional service to clients
- Assisted customers in completing loan applications and addressed inquiries
- Handled inbound and outbound calls to follow up on customer loan status
- Ensured a clean and professional office environment
Collections Agent
Client Services Inc.
Lenexa, USA
11.2015 - 03.2016
- Conducted outbound and inbound calls to negotiate payments on delinquent accounts
- Encouraged customers to settle outstanding balances or set up feasible payment plans
- Maintained compliance with company policies and regulatory guidelines
Customer Service Representative
Centrenex
Lenexa, USA
06.2015 - 08.2015
- Managed outbound calls in a high-paced call center environment
- Assisted veterans in locating appropriate medical specialists based on their needs
- Scheduled appointments with healthcare providers on behalf of veterans
Customer Service Representative
JCPenney
Lenexa, USA
09.2013 - 03.2015
- Handled inbound and outbound calls for order placement and customer inquiries
- Tracked customer orders and provided updates
- Increase in customer satisfaction rating by 25% which lead to a promotion of handle customer service emails, responding to inquiries efficiently and communicating effectively.
Education
Bachelor's - Business Administration
Southern New Hampshire University
Kansas City01-2026
GED -
Kansas City Kansas Community College
01.2006
Skills
- Customer Service Excellence
- Call Center Operations
- Collections & Payment Negotiation
- Conflict Resolution & Mediation
- Strong Communication & Active Listening
- High-Volume Call Handling
- Attention to Detail & Accuracy
- Multitasking & Time Management
- Proficiency in Microsoft Office & CRM Software
Additional Information
Available for remote and in-office opportunities., Open to roles in customer service, collections, and administrative support.
Timeline
Self Employed|Founder
Unique, The Artist Customization LLC
02.2021 - Current
Customer Service Representative
Alliance Data
12.2018 - 10.2020
Loan Processor
SimpleFast Lending
03.2016 - 08.2016
Collections Agent
Client Services Inc.
11.2015 - 03.2016
Customer Service Representative
Centrenex
06.2015 - 08.2015
Customer Service Representative
JCPenney
09.2013 - 03.2015
Bachelor's - Business Administration
Southern New Hampshire University
GED -
Kansas City Kansas Community College