Romeitra Hicks
Atlanta,GA
Summary
Customer support professional with over 15 years of experience in managing escalations, resolving complex service inquiries, and driving customer satisfaction and retention. Proven expertise in process improvement, data analysis and customer training to enhance service quality and operational efficiency. Adept at fostering strong relationships with customers and stakeholders while ensuring compliance with service policies. Seeking to leverage my skills in customer issue resolution, service quality monitoring, and relationship management to contribute to a customer-centric organization.
Overview
10
10
years of professional experience
Work History
Specialist Call Center Support Desk
AT&T
Atlanta, GA
03.2022 - Current
Act as the primary point of contact for escalated customer issues, resolving disputes promptly and effectively while maintaining professional communication with customers and executive staff.
Guide agents in troubleshooting and navigating new systems to ensure accurate service delivery and policy adherence.
Utilize online tools to extract, analyze, and customize performance data for reports, identifying actionable items to support customer needs.
Monitor service quality metrics to identify trends and implement strategies for process improvement, exceeding monthly targets aligned with company standards.
Follow up on unresolved cases to ensure customer satisfaction and retention.
Broadband Sales Service and Loyalty Team Lead
AT&T
Atlanta, GA
07.2015 - 03.2022
Supported Customer Loyalty Group Centers by driving accountability, ownership, and pride in performance across teams.
Processed orders and prepared correspondence to address the needs of at-risk customers, extending pre-sales and post-sales service to improve retention.
Developed and implemented strategies to minimize churn and improve customer satisfaction.
Delivered professional and courteous customer service while fostering strong relationships with key customers.
Education
High School Diploma - General Studies
Rock Island High School
Rock Island, IL06.1998
Skills
- Customer Issue Resolution and Escalation Management
- Customer Retention Strategies
- Relationship Management and Engagement
- Data Analysis and Reporting
- CRM Tools: OPUS, CCS, Clarify, RNS, EASE, Telegence
Affiliations
ABILITY southeast region, ICYMI, InspirASIAN_Atlanta, ICAE
Timeline
Specialist Call Center Support Desk
AT&T
03.2022 - Current
Broadband Sales Service and Loyalty Team Lead
AT&T
07.2015 - 03.2022
High School Diploma - General Studies
Rock Island High School