MAKAYLA HICKS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
I've proven myself to be a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. I'm motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses!
I love to crochet, create/design clothes, and write/read books in my free time!
I'm originally from upstate New York(14305) and recently moved to Ohio(44224).
Overview
2
2
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
HS Financial Group LLC
10.2022 - 08.2023
- Assist customers in answering student loan questions while adhering to all regulations and policies on behalf of MOHELA
- Independently solve customer issues and complaints while providing prompt and friendly customer service using MOHELA data entry and software systems
- Provide fundamental information regarding delinquent student loan accounts and loan forgiveness information.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
COLLECTIONS REPRESENTATIVE
IQOR
07.2022 - 09.2022
- Process Customer payments, review account alterations, resolve client inconsistencies & inaccuracies
- Make and take inbound as well as outbound calls (100+ daily)
- Use IQOR software and computer systems to assist customers in credit recovery and work with them to extinguish overdue balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
CUSTOMER SERVICE REPRESENTATIVE
Navient Corporation, Pioneer Credit Recovery Inc
03.2021 - 06.2022
- Manage 100+ calls a day including Inbound and Outbound, using a fast-paced flow and empathy related emotion
- Perform data entry relating to the researching of a customer's account regarding unemployment benefits
- Provide prompt and accurate information in a courteous and professional manner, within different government contracts (NYS, IN, NJ)
- This was a temporary contracted assignment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
HIGH SCHOOL DIPLOMA -
NIAGARA FALLS HIGHSCHOOL
2019, NIAGARA FALLS, NY06.2019
COLLEGE (MEDICAL BILLING -
CODING - Medical Billing & Coding
Bryant And Stratton College
Buffalo, NY01.2024
Skills
- Data Entry
- Adept/Multitasking
- Customer Service
- Analytical
- Critical Thinking
- Hybrid/Remote Work Schedule
- Organization
- Time Management
- Microsoft Office
- Interpersonal Communication
- Attention to Detail
- Adaptability
- Reliable
- Clerical Support
- Computer Proficiency
- Conflict Resolution
- Payment Processing
Languages
Spanish
Elementary
HOBBIES-CROCHET
I'm learning to expand my crocheting skills and soon be able to create clothing for my cats and myself!
HOBBIES-SKATING
Learning to roller-skate since it will be a healthy and great habit to stay off of my phone and keep my heart active!
Timeline
CUSTOMER SERVICE REPRESENTATIVE
HS Financial Group LLC
10.2022 - 08.2023
COLLECTIONS REPRESENTATIVE
IQOR
07.2022 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
Navient Corporation, Pioneer Credit Recovery Inc
03.2021 - 06.2022
HIGH SCHOOL DIPLOMA -
NIAGARA FALLS HIGHSCHOOL
COLLEGE (MEDICAL BILLING -
CODING - Medical Billing & Coding
Bryant And Stratton College
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