Myangiel Hicks
Houston,TX
Summary
Customer Success Enablement Specialist with 7 years of experience in customer service, technical troubleshooting, and client advocacy. Passionate about education and improving customer experiences through problem-solving, empathy, and collaboration. Adept at providing live support, mentoring new hires, and implementing innovative strategies to enhance engagement and satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
United Airlines
02.2022 - Current
- Assist customers with inquiries and resolve issues efficiently to ensure satisfaction
- Implement feedback-driven service enhancements, improving customer retention and resolution times
- Collaborate with cross-functional teams to optimize customer experience
Customer Service Specialist
Percepta / Ford Motor Company
01.2020 - 06.2021
- Provided high-quality customer support through live chat, phone, and email
- Mentored new hires, expediting their onboarding process
- Analyzed customer data to proactively address pain points and improve service delivery
Census Enumerator
U.S. Census Bureau
08.2019 - 01.2020
- Conducted detailed interviews to ensure accurate and comprehensive data collection
- Utilized problem-solving and strategic questioning to resolve inconsistencies
Viewer Experience Advocate
Hulu
02.2017 - 07.2019
- Delivered live customer support, troubleshooting technical issues to enhance user experience
- Worked cross-functionally to refine support processes, reducing resolution times
- Developed new troubleshooting techniques for streaming technologies
Education
Bachelor of Business Administration (B.B.A) - Marketing
University of Texas at San Antonio
San Antonio08.2019
Skills
- Exceptional written and verbal communication skills
- Strong problem-solving and critical thinking abilities
- Customer advocacy and empathy training
- Live customer support via chat, phone, and email
- Experience with CRM tools (Zendesk, Salesforce, Intercom)
- Ability to work in a fast-paced, dynamic environment
- Data analysis for customer engagement improvement
- Mentoring and training new hires
Timeline
Customer Service Representative
United Airlines
02.2022 - Current
Customer Service Specialist
Percepta / Ford Motor Company
01.2020 - 06.2021
Census Enumerator
U.S. Census Bureau
08.2019 - 01.2020
Viewer Experience Advocate
Hulu
02.2017 - 07.2019
Bachelor of Business Administration (B.B.A) - Marketing
University of Texas at San Antonio