RANDY HAWKINS
Marietta,GA
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
15
15
years of professional experience
Work History
Customer Service Lead
LLC
Atlanta, GA
07.2009 - 01.2019
- Answering, directing and or providing callers with info concerning company policies and offers.
- Managed daily customer inquiries through phone, email, and live chat platforms.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Handled customer inquiries and complaints in a professional manner.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Resolved escalated issues from team members or customers in an efficient manner.
Caregiver
UCP of Greater Georgia
Atlanta, GA
06.2013 - 08.2016
- Assisted individuals with daily living activities and personal care needs.
- Managed medication schedules and ensured proper administration for clients.
- Developed and maintained positive relationships with clients and families.
- Laundered clothing and bedding to prevent infection.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
CEO
Thomahawk Security Agcy.
Marietta, GA
04.2004 - 08.2011
- Developed and implemented security protocols to ensure client safety and satisfaction.
- Championed innovative solutions to address emerging security challenges in the market.
- Recruited, trained, mentored, and managed employees at all levels within the organization.
- Represented the organization at conferences, events, and networking activities as needed.
- Overseen the daily operations of the organization and ensured compliance with applicable laws and regulations.
Courtesy Officer
Alexander Properties
Duluth, Georgia
02.2007 - 02.2010
- Enforced property rules and regulations to maintain community standards and safety.
- Monitored property grounds to ensure a safe environment for residents and visitors.
- Responded promptly to resident inquiries and concerns regarding security issues.
- Conducted regular patrols of buildings and parking areas to deter unauthorized activity.
- Documented all incidents, complaints, and safety issues in detailed reports.
- Passed out notices in community.
Education
High School Diploma -
Haywood High School
Brownsville, TN05-1986
Skills
- Problem solving
- Customer relationship management
- Performance evaluation
- Complaint resolution
- Process improvement
- Effective communication
- Dental Assistant/ Dental Lab Tech
Timeline
Caregiver
UCP of Greater Georgia
06.2013 - 08.2016
Customer Service Lead
LLC
07.2009 - 01.2019
Courtesy Officer
Alexander Properties
02.2007 - 02.2010
CEO
Thomahawk Security Agcy.
04.2004 - 08.2011
High School Diploma -
Haywood High School