MALLORIE HICKS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
National Spine & Pain
06.2023 - 03.2024
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Contributed to revenue growth by consistently meeting or exceeding personal appointment booking targets each month.
- Contributed to increased productivity within the organization by diligently managing schedules for multiple employees and resources.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Handled complaints and questions, and re-directed calls to other team members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER SERVICE REPRESENTATIVE
Avantive
11.2021 - 05.2023
- Answers customer calls and inputs new information in CRM system
- Receives customer inquiries and complaints
- Order Entry
- Troubleshooting
- Partners with health insurance
- Inbound/Outbound Calls
- Practiced all HIPAA guidelines.
SES CUSTOMER SERVICE REPRESENTATIVE
WELLS FARGO
10.2018 - 10.2019
- Call center responsible for answering and providing exceptional service to between 80-100 inbound and outbound customer calls
- Responsible for helping customers with benefits, web portal assistance, web registration, claim status, payment information, appeals, pre-determinations, eligibility, chat support and fax documents
- Practiced all HIPAA guidelines.
- Updated account information to maintain customer records.
CUSTOMER SERVICE REPRESENTATIVE
MEDCOST
01.2018 - 10.2018
- Call center responsible for answering and providing exceptional service to between 80-100 inbound and outbound customer calls
- Responsible for helping customers with benefits, web portal assistance, web registration, claim status, payment information, appeals, pre-determinations, eligibility, chat support and fax documents
- Practiced all HIPAA guidelines.
CUSTOMER SERVICE VIDEO REPAIR
SPECTRUM
01.2017 - 01.2018
- Call center responsible for taking between 70-120 inbound and outbound calls a day with any customer concerns
- Responsible for assisting with troubleshooting DVRS, programming remotes, web portal assistance while using numerous systems to navigate during the call
- Answered questions about billing and processed payments with debit/credit cards.
Education
ESTHETICIAN -
LEONS
05.2009
DIPLOMA -
NORTH FORSYTH HIGH SCHOOL
05.2004
Skills
- Time Management
- Microsoft Word
- Microsoft Office
- Microsoft Excel
- Teamwork
- Scheduler
- Metric Driven
- Microsoft OneNote
- Claims
- Deductibles
- Coinsurance
- Co-Pays
- Out of Pocket Maximum
- Multitasker
- Microsoft Teams
- Audits
- Dispatch
- Work Orders
- Chat Support
- Benefits
- Inbound/Outbound Calls
- Customer Satisfaction
- Data Entry
- Call center experience
- Complaint Handling
Timeline
CUSTOMER SERVICE REPRESENTATIVE
National Spine & Pain
06.2023 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE
Avantive
11.2021 - 05.2023
SES CUSTOMER SERVICE REPRESENTATIVE
WELLS FARGO
10.2018 - 10.2019
CUSTOMER SERVICE REPRESENTATIVE
MEDCOST
01.2018 - 10.2018
CUSTOMER SERVICE VIDEO REPAIR
SPECTRUM
01.2017 - 01.2018
ESTHETICIAN -
LEONS
DIPLOMA -
NORTH FORSYTH HIGH SCHOOL