Summary
Overview
Work History
Education
Skills
Self-Employed Artist Pursuits
References
Timeline
BusinessAnalyst
Madison Rae Hancock

Madison Rae Hancock

Roanoke,VA

Summary

Service-oriented Customer Support Representative with 1+ years of experience in contact center operations talking to customers over e-mail and online chat to resolve a broad range of concerns. Offers strong computer skills in Microsoft Office, Word and web-based applications, and delivers exceptional communication with keen attention to detail and empathy. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.


Creative-thinker who enjoys operating across various departments, with talents for organization, adapting and leading, as well as excellent relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

2
2
years of professional experience

Work History

Customer Support Representative

TaxHawk
11.2022 - Current
  • Enhanced customer satisfaction by promptly addressing specific concerns and providing accurate information for tax preparation.
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Boosted customer retention rates by building strong rapport and delivering exceptional service, ensuring each customer receives personalized assistance.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Exceeded performance metrics by consistently providing high-quality and personal support to clients.
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
  • Initiated proactive follow-ups with clients to ensure their needs were met after initial interactions.
  • Utilized CRM tools effectively to track customer interactions, maintain records, tax forms, and provide personalized assistance when needed.
  • Participated in ongoing training to learn new products, tax updates, and enhance skills to optimize customer support delivery.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Tested new software prior to deployment and monitored system performance to identify potential issues.
  • Trained coworkers on self-employment taxes and relating procedures for customers.
  • Managed escalated emails with professionalism, ultimately resolving complex technical and tax issues to the satisfaction of both the client and company.

Insider / Manager

Domino's Pizza
05.2022 - 11.2022
  • Increased team productivity by executing tactical plans and effective communication strategies.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open communication, and ensuring high-quality service delivery.
  • Managed and motivated employees to be productive and engaged in work, creating an organized and safe environment.
  • Accomplished multiple tasks within established timeframes.
  • Handled multiple work stations at a time including the kitchen, oven, and register.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Closed location late at night by implementing comprehensive policies and procedures.

Cafeteria Lead

Southern Virginia University
08.2021 - 05.2022
  • Enhanced cafeteria efficiency by streamlining food preparation and serving processes.
  • Improved customer satisfaction with timely and courteous service, addressing concerns promptly.
  • Reduced food waste significantly by implementing proper portion control and inventory management techniques.
  • Ensured a clean and sanitary environment by maintaining strict adherence to health and safety regulations.
  • Provided exceptional leadership to the cafeteria staff, fostering a positive work culture focused on teamwork and collaboration.
  • Ensured timely delivery of meals during peak hours with efficient use of resources and staff coordination.
  • Developed new recipes to fit the needs of students with dietary restrictions, when there was no alternative option prior.
  • Coordinated with school administrators to ensure students with dietary restrictions are offered alternative options for the daily menu.
  • Followed all proper handling procedures for prepared foods, ingredients and leftovers.
  • Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
  • Restocked condiments, beverages and utensils per expected use levels.
  • Prepared ingredients and recipe components ahead of time.
  • Cooked food per recipe requirements in large batches for routine school breakfasts, lunches and special events.
  • Received and stored incoming supplies according to procedures.
  • Assisted cashiers with processing customer payments and documenting orders.
  • Inspected appliances, commercial fryers, and ovens to verify proper working order.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Opened early in the morning, directing the team of kitchen workers preparing and serving meals.

Education

Associate of Science - Biochemistry

Southern Virginia University
Buena Vista, VA

High School Diploma -

James Madison High School
San Antonio, TX
2019

Skills

  • Customer Service Expert
  • Complaint Handling
  • Data Management
  • Positive Attitude
  • Task Prioritization
  • Active Listening
  • Adaptability
  • Multitasking
  • Effective Communication
  • Product Knowledge
  • Online Chat Support
  • Microsoft Windows and Office

Self-Employed Artist Pursuits

On the sidelines of my work, I produce many different forms of art to sell. From paintings, alternative stuffed animals, handmade sketchbooks, prints, artist books, stickers, pins, and beaded jewelry, I endeavor to create all kinds of art and mixed media to touch others and showcase my heart. My partner and I have a vendor booth at the Blue Ridge Indie Market in Roanoke, where we have been honored to show and sell our art. The market is a mostly women-owned business that aims to be a safe space for a diverse community and is LGBTQ+ friendly. Art is my passion and I will continue to fulfill myself through it as a hobby and as a line of business.

References

References available upon request.

Timeline

Customer Support Representative

TaxHawk
11.2022 - Current

Insider / Manager

Domino's Pizza
05.2022 - 11.2022

Cafeteria Lead

Southern Virginia University
08.2021 - 05.2022

Associate of Science - Biochemistry

Southern Virginia University

High School Diploma -

James Madison High School

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Madison Rae Hancock