Monija Hicks
professional customer service representative
Sumter,SC
Summary
Experienced professional with a strong background in customer interactions and service solutions, skilled in conflict resolution, communication, and problem-solving to ensure satisfaction and loyalty. A collaborative team player, adaptable to changing needs, and focused on achieving results through efficient, empathetic service. Known for reliability and a proactive approach to meeting both customer and organizational goals. Brings top-notch oral and written communication, active listening, and analytical problem-solving abilities to enhance customer experiences through service-oriented behaviors, understanding needs, and providing tailored solutions. Dedicated to delivering high-quality service with proven multitasking skills and a commitment to building lasting professional relationships that drive profitability and business growth. An encouraging leader and analytical thinker with strengths in team building, motivation, and excellent relationship-building skills, using sound judgment and independent decision-making to positively impact company success while fostering employee engagement and boosting performance.
Overview
11
11
years of professional experience
Work History
Cleaner
Packs Cleaning Service LLC
Sumter, SC
10.2022 - 08.2025
- Managed daily cleaning operations to maintain high standards of cleanliness and hygiene.
- Utilized industrial cleaning equipment to efficiently complete tasks in diverse environments.
- Trained new staff on proper cleaning techniques and safety protocols to ensure compliance.
- Conducted regular inspections to identify areas requiring attention and improvement.
- Led team in thorough cleaning of residential and commercial spaces, ensuring high standards of cleanliness.
- Developed and implemented efficient cleaning schedules to optimize workflow and client satisfaction.
- Conducted quality inspections to maintain compliance with company standards and address client feedback promptly.
- Utilized advanced cleaning tools and eco-friendly products to enhance performance and meet client preferences.
- Enhanced client relationships through effective communication, addressing concerns, and providing tailored services.
- Enhanced client satisfaction by providing thorough and meticulous cleaning services catered to individual needs.
- Wiped walls, decoration, and appliances.
- Collaborated with team members to complete large-scale cleaning projects efficiently and effectively.
- Fostered long-lasting professional relationships with clients, leading to repeat business and a positive reputation in the industry.
- Reduced allergens in living spaces through regular dusting, vacuuming, and mopping for improved air quality.
- Provided exceptional customer service by addressing concerns promptly and adapting services based on feedback received from clients.
Sales Associate
Dollar Tree
Sumter, SC
02.2024 - 05.2025
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained store presentation standards by organizing merchandise and displays effectively.
- Operated cash register, processing transactions accurately and efficiently.
- Stocked shelves regularly, ensuring product availability and inventory accuracy.
- Handled returns and exchanges professionally, resolving customer issues promptly.
- Collaborated with team members to achieve sales goals and improve customer service.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Inbound Call Center Sales Representative
SYKES
Sumter, SC
08.2014 - 01.2016
- Engaged customers through inbound calls, delivering tailored product solutions and enhancing satisfaction.
- Utilized CRM software to track customer interactions and manage sales leads efficiently.
- Collaborated with team members to develop strategies for improving call handling processes and boosting sales performance.
- Trained new representatives on effective communication techniques and product knowledge, fostering a supportive team environment.
- Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
- Enhanced customer retention with exceptional service, building rapport, and addressing concerns in a timely manner.
- Participated in ongoing training programs to continuously refine sales techniques and improve performance metrics.
- Improved call handle times by streamlining processes and utilizing effective communication techniques.
- Ensured compliance with all relevant regulations during sales processes, including adherence to privacy policies when handling sensitive customer information.
- Supported colleagues in achieving collective goals through peer coaching, constructive feedback sharing, and consistent teamwork efforts.
- Converted potential leads into sales opportunities through persuasive communication skills and strategic follow-ups with prospects.
- Retained valuable customers at risk of canceling their services by offering tailored solutions, addressing concerns with empathy, and providing incentives.
- Maintained a high level of product knowledge, staying up-to-date on new features and offerings to provide expert guidance to customers.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Tampa, FL09-2025
GED -
Sumter Adult Education Center
Sumter, SC10-2012
Skills
- Cleaning and sanitizing
- Sweeping and mopping
- Housekeeping
- Customer service
- Time management
- Team collaboration
- Reliability and punctuality
- Teamwork and collaboration
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Verbal/written communication
Languages
English
Native or Bilingual
Timeline
Sales Associate
Dollar Tree
02.2024 - 05.2025
Cleaner
Packs Cleaning Service LLC
10.2022 - 08.2025
Inbound Call Center Sales Representative
SYKES
08.2014 - 01.2016
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
GED -
Sumter Adult Education Center