Mahogany S. Hicks
Customer Service Representative
Wichita,KS
Summary
Have strong expertise in patient care, rehabilitation, and performance enhancement. Excellent communication skills, while paying attention to detail, and Also committed to providing quality care. Excellent customer relationship management and collaboration skills. Promote strong written and verbal communication skills, including experience leading groups and presenting to executives. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative Specialist
Signature Performance
Omaha, NE
1 2019 - Current
- Contractor with VAMC
- Provides support to veterans and customers by delivering ultimate care
- Explain to veterans the healthcare plans, hospital visits, and/or program (Community Care) issues under review, problems to be solved, deadlines and time frames for completion
- Specialize in connecting Veterans with independent medical evaluations provided by private third-party healthcare professionals
- With expertise and a nationwide Community Network, goal is to deliver comprehensive medical evaluations that help Veterans better understand their health and ER when notification
- Contractor with VAMC
- Provides support to veterans and customers by delivering ultimate care
- Directed customers to appropriate departments for additional support.
- Responded to customer inquiries via phone, email and web-based platforms.
- Trained new team members on company policies and procedures, ensuring consistent service levels across the board.
- Requested escalation for unresolved issues.
Customer Service Representative
Cox Communications
Wichita, Kansas
01.2016 - 01.2019
- Manage incoming calls and provide customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction
- Conduct detailed reviews of service disruptions, offering analysis and metrics to improve service delivery
- Developed and implemented individualized treatment plans, utilizing manual therapy, therapeutic exercise, and modalities as appropriate
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Dialysis Technician
Davita Dialysis
Wichita, Kansas
01.2006 - 01.2014
- As a Dialysis Technician at DaVita was responsible for providing dialysis treatments to patients with kidney disease
- Very knowledgeable about the dialysis process and was able to operate and maintain dialysis machines
- I was able to monitor patients during treatments and provide support and comfort to them
- Managed a lead role at Davita Dialysis
- Provided direct patient care to dialysis patients, including monitoring vital signs and administering medications
- Set up and operate dialysis machines, ensuring that all equipment is functioning properly and safely
- Monitor the progress of each patient during treatment, adjusting settings as needed
- Maintain accurate records of treatments, documenting any changes in patient condition or response to treatment
- Followed directions when mixing dialysate and priming dialyzer with saline or heparinized solutions.
- Set up and operated dialysis machines for patients receiving treatment for kidney failure.
- Explained dialysis procedures to patients and answered questions and concerns prior to starting dialysis.
- Demonstrated proficiency in various types of dialysis equipment, quickly adapting to new technologies as they were introduced.
- Promoted health education among patients, offering guidance on dietary restrictions and self-care strategies related to kidney disease management.
- Reduced infection rates by maintaining strict aseptic techniques during all procedures.
- Safeguarded patients through vigilant observation for any adverse reactions or complications, taking swift corrective action when necessary.
- Collaborated with interdisciplinary team members for comprehensive patient care, adjusting treatment plans as needed.
- Supported seamless transitions between shifts by thoroughly updating incoming technicians on patient status and ongoing treatment requirements.
- Cleaned and connected fistulas, grafts and catheters to prevent infection.
- Exceeded quality assurance standards by consistently adhering to established protocols and following best practices in dialysis care provision.
- Participated in hospital and clinic staff meetings to discuss patient care.
Education
Master of Business Administration - Business Management
University of Phoenix
Phoenix, AZ 01.2023 - 01.2024
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ 01.2021 - 01.2023
Human Resource Management (Undergraduate) Professional Certificate - Human Resources Management
University of Phoenix
Phoenix, AZ 01.2021 - 01.2023
Associate of Arts Degree - Business Management
University of Phoenix
Phoenix, AZ 01.2018 - 01.2021
Skills
Communication skills
Complaint handling
Stress management
Critical thinking
Active listening
Customer relationship management (CRM)
Microsoft Excel
CRM software
Time management
Customer relations
Decision-making
Adaptability and flexibility
Application
10/24/24, HR Administrative
About - Summary
I have strong expertise in patient care, rehabilitation, and performance enhancement. I have excellent communication skills, while paying attention to detail, and I’m also committed to providing quality care. Excellent customer relationship management and collaboration skills. I have strong written and verbal communication skills, including experience leading groups and presenting to executives.
Cover Letter
As an Customer Service Rep at Signature Performance. This is contractor with VAMC. I have experience supporting veterans and customers by providing the ultimate care. I apply with enthusiasm for this opportunity. I am currently a new graduate from University of Phoenix. I have a bachelor’s degree of Science in Business with a HR Management Certificate. I also, have my master’s in business (MBA) in which I graduated with Distinction. I’m asking for the opportunity to work in the HR department at VAMC. I’m very confident that my professional and academic experience combined with my diligence, interpersonal skills, and meticulous attention to detail will enable me to excel in this role. I am very much a “people “person and enjoy facilitating a positive work environment where everyone feels appreciated and heard. I’m willing to learn in HR. No, I don’t have the experience but if you’re looking for someone who’s willing to learn as a hard worker then I’m the person for this position. My education speaks for itself.
Timeline
Master of Business Administration - Business Management
University of Phoenix
01.2023 - 01.2024
Bachelor of Science - Business Management
University of Phoenix
01.2021 - 01.2023
Human Resource Management (Undergraduate) Professional Certificate - Human Resources Management
University of Phoenix
01.2021 - 01.2023
Associate of Arts Degree - Business Management
University of Phoenix
01.2018 - 01.2021
Customer Service Representative
Cox Communications
01.2016 - 01.2019
Dialysis Technician
Davita Dialysis
01.2006 - 01.2014
Customer Service Representative Specialist
Signature Performance
1 2019 - Current
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