Micaela Sage Hawkins
Bronx,NY
Summary
Dynamic customer service professional with a proven ability to independently manage high volumes of customer interactions while consistently delivering exceptional service quality. Strong listening, oral, and written communication skills foster effective relationships with clients and colleagues. Adept at engaging with diverse audiences across all organizational levels, ensuring a seamless experience for both customers and team members. Recognized for outstanding problem-solving and negotiation abilities that drive positive outcomes in challenging situations.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
TTEC Tolling Solutions NY
Malta, NY
01.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate information regarding tolling services.
- Collaborated with cross-functional teams to streamline service processes and improve operational efficiency.
- Trained new staff on customer service protocols and best practices for handling complex issues.
- Managed escalated customer complaints, ensuring prompt resolution in alignment with company standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-volume inbound and outbound calls to ensure customer satisfaction.
Stock Lead
Under Armour
White Plains, NY
12.2021 - 05.2022
- Support the store manager in daily operations in the store.
- Supervise Employee
- Making sure store Policies, Procedures, and controls are followed.
- Coordinate and oversee the planning, organizing, and delegating of work among staff.
- Making sure the store is Merchandise and Marketing is up correctly.
- Ensure the Store Personnel provides excellent Customer service.
- Keep track of inventory store numbers, sale goal
- Oversaw daily operations of stockroom, ensuring efficient inventory management and organization.
- Implemented merchandising strategies to maximize product visibility on the sales floor while adhering to planograms and visual guidelines set forth by corporate headquarters.
Loss Prevention
Nordstrom
White Plain, NY
01.2020 - 06.2021
- Maintain an active, visible floor presence as a deterrent in designated areas.
- Surveil and monitor activities to identify indicators for internal or external theft.
- Calmly handle safety issues, including dealing with suspects who engage in aggressive behavior.
- Assess and assist in emergencies, maintaining the general safety of customers, employees, and the store.
- Maintain a high level of confidentiality.
- Conduct external and internal investigations, documenting all loss prevention incidents properly.
- Implemented loss prevention strategies by vigilantly monitoring the sales floor and reporting suspicious activity.
Sales Specialist
Fossil Inc.
Manhattan, NY
06.2019 - 12.2020
- Fixed watches for customers to meet their needs.
- Supported and assisted customers by providing support and assistance.
- Managed marketing and advertising materials.
- Developed positive relationships with vendors and distributors.
- Developed and implemented sales strategies to enhance customer engagement and brand loyalty.
- Trained and mentored new sales team members on product knowledge and sales techniques.
Visual Merchandiser
Macy’s
Yonkers, NY
08.2015 - 06.2019
- Reviewed priorities with supervisor; discussed special instructions, product promotions, new products, and price changes.
- Maintained customer relationships by visiting with store managers, department managers, and employees; answering their questions; responding to special requests; and describing product features.
- Managed inventory by restocking shelves; observing inventory levels; prompting store management to reorder when levels appear low; and arranging for returns and credit for damaged products.
- Developed excellent customer relationships, building clientele to drive business
- Developed and executed seasonal visual merchandising strategies to enhance customer engagement.
Vendor
Geneva Watch Group
Manhattan, NY
04.2014 - 05.2015
- Repaired watches to satisfy the needs of customers.
- Provided product knowledge to customers about how to maximize usage.
- Replenished inventory as needed.
- Analyzed vendor performance metrics to drive continuous improvement initiatives across the supply chain.
- Met sales goals by offering excellent customer service.
Education
BS - Heath Administration Services
Monroe College
Bronx, NY06.2026
AS - Medical Administration
Monroe College
Bronx, NY12.2022
High School Diploma - undefined
New Design High School
New York, NY06.2011
Skills
- Proficient in Microsoft Office Suite
- Interpersonal communication and public speaking
- Skilled in Web 20 and 30 technologies
- Customer service experience
- Conflict resolution
- Conflict resolution
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
TTEC Tolling Solutions NY
01.2024 - Current
Stock Lead
Under Armour
12.2021 - 05.2022
Loss Prevention
Nordstrom
01.2020 - 06.2021
Sales Specialist
Fossil Inc.
06.2019 - 12.2020
Visual Merchandiser
Macy’s
08.2015 - 06.2019
Vendor
Geneva Watch Group
04.2014 - 05.2015
High School Diploma - undefined
New Design High School
BS - Heath Administration Services
Monroe College
AS - Medical Administration
Monroe College