Robert L. Hicks
Bethalto,IL
Summary
To secure a career position that will allow me to maximize my client services and interpersonal skills. I have more than 15 years of experience in customer communications, organizational leadership, and project management.
Overview
20
20
years of professional experience
Work History
Legal Administrative Assistant
Department of Veterans Affairs
St. Louis, MO
12.2023 - Current
- Analyzed and addressed issues by coordinating referrals and transfers, engaging with appropriate federal and state agencies as required.
- Achieved resolution of payment challenges, resulting in improved cash flow. Optimized fiduciary address management, contributing to enhanced operational accuracy. Facilitated award documentation processes, leading to timely recognition of achievements.
- Guided fiduciaries through benefit application processes while evaluating and addressing the needs of individuals in search of social services.
- Facilitated initiation of intent to file actions to secure effective dates for potential claims.
- Managed case files and documentation for veteran claims processing.
Customer Service Representative 1
Centene Corporation
St. Louis, MO
06.2022 - 12.2023
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
- Provided exceptional support to clients, resolving inquiries and enhancing customer.
- Trained new representatives on company policies and procedures, fostering a collaborative team environment.
- Provided exceptional support to clients, resolving inquiries and enhancing customer satisfaction.
Referral Specialist
Saint Louis University Hospital
St. Louis, MO
10.2019 - 06.2022
- Trained new staff on referral protocols and electronic health record systems.
- Facilitated patient referrals to specialists, ensuring seamless care transitions.
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
Outpatient Scheduler
Cardinal Glennon Hospital
St. Louis, MO
05.2018 - 10.2019
- Assist department manager with peer reviews and provide insight and strategies on methods to increase productivity.
- Improved patient flow by promptly addressing scheduling conflicts and making necessary adjustments.
- Collaborated with medical staff to ensure accurate scheduling of diagnostic tests and procedures.
- Coordinated patient appointments using electronic scheduling systems to optimize workflow efficiency.
- Trained new staff on scheduling software and best practices for patient interactions.
Lead Member Associate
Club Fitness
St. Louis, MO
02.2018 - 05.2018
- Provide exemplary service by managing and promoting fitness programs tailored to client needs.
- Establish and maintain working relationships with team and other subordinates.
- Identify and develop methods to establish and resolve member needs.
- Provide administrative tasks such as resolution of member inquiries, training and maintaining electronic databases and other systems.
Production Worker
True Manufacturing
O'Fallon, MO
05.2016 - 12.2017
- Inspected and assembled refrigeration units, the electrical components, and out-of-box products to ensure that each device met the complete in-service specifications. Operated press machines, worked with other larger machinery, and confirmed that each unit was functioning properly. Identified and reported any operational or structural issues.
- Trained new employees with the day-to-day operations and workplace practices
- Examined and inspected refrigerator containers, materials, and all pre-shipped products
- Quality control professional working with test reports and maintaining manufacturing standards
Phone Representative
CarHop
St. Louis, MO
04.2014 - 05.2016
- Received and directed incoming customer calls on vehicle maintenance services, warranty plans, and repair shops. Scheduled and arranged callers with appointment times to meet with the auto sales and financing department.
- Resolved billing matters, assisted with delinquent account issues, and processed customer payments.
- Displayed and presented strong communications and professional conduct
- Demonstrated excellent customer services while offering guidance to every caller
- Great listening skills and provided responses in a courteous, tactful, and helpful approach
Phone Representative
Laclede Gas Company
St. Louis, MO
05.2006 - 04.2014
- Managed the front-office operations, welcomed visiting guests, and assisted customers with their utility payments. Processed cash, check, and credit card transactions and followed the company guidelines when handling money.
- Evaluated the billing invoices, customer accounts, and verified the correct payment amounts.
- Delivered the highest quality of service to customers at all times
- Offered exceptional support and answered over-the-counter questions
- Effective phone and in-person skills in communicating clearly and professionally
Education
High School Diploma -
Ritenour High School
St Louis, MOSkills
- Policies & Procedures
- Public Relations
- Production Control
- Call Center
- Business Administrator
- Fact Finding Skills
- Documentation Filing
- Inventory Skills
- Development & Training
- Statistical Reporting
- Microsoft Office Suite
- Office Leadership
Timeline
Legal Administrative Assistant
Department of Veterans Affairs
12.2023 - Current
Customer Service Representative 1
Centene Corporation
06.2022 - 12.2023
Referral Specialist
Saint Louis University Hospital
10.2019 - 06.2022
Outpatient Scheduler
Cardinal Glennon Hospital
05.2018 - 10.2019
Lead Member Associate
Club Fitness
02.2018 - 05.2018
Production Worker
True Manufacturing
05.2016 - 12.2017
Phone Representative
CarHop
04.2014 - 05.2016
Phone Representative
Laclede Gas Company
05.2006 - 04.2014
High School Diploma -
Ritenour High School