Mr. Micheal Hicks
Dermott,Arkansas
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
21
21
years of professional experience
Work History
Account Manager
Verizon
02.2020 - 01.2024
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Presented professional image consistent with company's brand values.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Customer Service Representative
AT&T
12.2016 - 01.2020
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Loader/Small Package Sorter
United Parcel Service, UPS
08.2009 - 12.2016
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Maintained clean, orderly work environment free of hazards.
- Facilitated smooth communication between loaders, drivers, and other staff members to ensure seamless coordination during the loading process.
- Loaded and unloaded pallets quickly and safely, managing work load priorities.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Assisted in receiving, stocking and distribution of merchandise.
- Picked, received and loaded orders using forklift or pallet jack and inspected and maintained warehouse machines.
- Reviewed and followed computerized work orders to determine quantities and types of products to be shipped.
Call Center Representative
Market Strategy Group
04.2003 - 07.2009
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- 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.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
Associate of Applied Science - Business Administration And Management
Arkansas Baptist College
Little Rock, AR03.2006
High School Diploma -
Hall High School
Little Rock, AR05.2003
Skills
- Sales tactics
- Relationship Building
- Strategic Account Planning
- Complaint Management
- Customer Relationship Management (CRM)
- Order Management
- Sales Techniques
- Upselling
- Internet savvy
Timeline
Account Manager
Verizon
02.2020 - 01.2024
Customer Service Representative
AT&T
12.2016 - 01.2020
Loader/Small Package Sorter
United Parcel Service, UPS
08.2009 - 12.2016
Call Center Representative
Market Strategy Group
04.2003 - 07.2009
Associate of Applied Science - Business Administration And Management
Arkansas Baptist College
High School Diploma -
Hall High School