Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Rickey Wax

Dallas,TX

Summary

Creative Communications Manager with excellent interpersonal and time management skills. Skilled project manager creates and manages successful brands. Offering global experience and deep understanding of other cultures.

Overview

9
9
years of professional experience

Work History

Digital Communications Specialist IV

GEICO
Dallas, TX
08.2017 - Current
  • Developed engaging communication strategies.
  • Partnered with Salesforce to create and improve customer relation management (CRM) Virtual assistant that reduced and resolved 70% of incoming customer requests
  • Piloted concurrency chat project to collect data on improving customer journey and analyzed data to improve overall efficiency when customers utilize online chat function
  • Took part in focus groups comprised of tenured and new agents to gather information regarding functionality of newly created chat program and improve agent usability
  • Utilized underwriting factors on customer policies to properly mitigate rate, and risk groups to increase company revenue.

Mentor

GEICO
Dallas, TX
08.2015 - 08.2017
  • Successfully coached and developed 40+ new hire agents from underperforming, to achieving 1st and 2nd quartile results.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Identified individual employee's unique work styles and adapted management methods.
  • Introduced team contests and goals to enhance productivity and improve employee morale.

Customer Service Representative IV

GEICO
Dallas, TX
04.2013 - 08.2015
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns on 300+ inbound calls weekly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and team productivity by promoting operational best practices.

Education

Bachelor of Arts - Visual And Performing Arts

The University of Texas At Dallas
Richardson, TX
05.2020

Associate of Science -

Brookhaven College
Dallas, TX
05.2019

Skills

  • MS Office
  • Project Management
  • Employee Relations
  • Internal and External Communications
  • Community Management
  • Campaign Performance Tracking
  • Digital Communications
  • Communications Management
  • Social Media Content Creation
  • Customer Engagement
  • Stakeholder Relations

Accomplishments


  • ERG (GEICO) PRIDE 2020-present - Relay information that provides key concepts to create LGBTQIA-inclusive work environment, navigate conversations about gender, sexuality and allyship with ease
  • Leading initiatives such as team building exercises, office activities, and conversation to increase awareness in the workplace
  • Assisted in the initiative to replace gendered language in employee handbooks that marginalized or negatively impacted gender nonconforming individuals
  • ERG (GEICO) GO BOLD 2020-present - Assists in increasing the recruitment, retention, and advancement of Black associates by providing the tools to empower them professionally and increase the engagement of allies
  • Assisted committee for annual Black History Program that reached out to panelists, vendors, and surrounding colleges for the companies Black History event.
  • Public Relations Officer (Student Government) Brookhaven



Timeline

Digital Communications Specialist IV

GEICO
08.2017 - Current

Mentor

GEICO
08.2015 - 08.2017

Customer Service Representative IV

GEICO
04.2013 - 08.2015

Bachelor of Arts - Visual And Performing Arts

The University of Texas At Dallas

Associate of Science -

Brookhaven College

Similar Profiles

CREATE PROFILE
Rickey Wax