SELENA HICKS
Elizabethtown
Summary
Dynamic professional with a robust background in customer relations and account management, dedicated to enhancing client satisfaction and driving business growth. Highly skilled in resolving complex issues through effective communication and innovative problem-solving techniques. Recognized for fostering team collaboration and adapting to evolving priorities in fast-paced environments. Results-oriented with a proven track record of building enduring client relationships and delivering exceptional service that exceeds expectations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Customer Service Account Executive
Couranto
01.2025 - Current
- Manage a high-volume ticketing system and email queue, ensuring timely and accurate resolution of client inquiries and service requests.
- Lead order renewal and fulfillment processes, coordinating with vendors and internal teams to meet client expectations and delivery timelines.
- Conduct regular client meetings to assess needs, provide updates, and strengthen long-term relationships.
- Analyze account performance and implement service improvements to enhance customer satisfaction and retention.
- Collaborate cross-functionally with sales, product, and support teams to deliver seamless client experiences.
- Train and mentor junior account representatives, promoting best practices and efficiency.
Technical Support Representative
Conduent Business Services
07.2019 - 01.2025
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions.
- Maintained product knowledge to ensure accurate and efficient problem-solving.
- Delivered consistent inbound support with minimal supervision, meeting service level agreements and quality standards.
Product Technician Welder
Metalsa
02.2015 - 03.2019
- Welded Ford F150 frames in multiple positions with quality precision.
- Conducted quality checks on welded components and full frames.
Office Support Assistant
Commonwealth of Kentucky
09.2009 - 01.2015
- Handled mail intake and digital distribution to case workers.
- Maintained a typing speed of 50 WPM to support document preparation and administrative tasks.
Education
Associate in Engineering Technology - Computer and Information Systems
Elizabethtown Community & Technical College
Elizabethtown, KY05.2026
Skills
- Remote Work & Self-Motivation
- High-Volume Ticket Management
- Technical Troubleshooting (Mac & Microsoft Systems)
- Leadership & Team Support
- Order Fulfillment & Client Communication
- Zendesk expertise
- Email etiquette
- Complaint handling
- Time management
Accomplishments
- Promoted to Senior Help Desk after six months of employment.
- Participated in company-wide incentive programs that drove performance and engagement.
- Increased resolved job ticket volume by 30% year over year.
Certification
A + Prep
Computer Tech Basic
Timeline
Lead Customer Service Account Executive
Couranto
01.2025 - Current
Technical Support Representative
Conduent Business Services
07.2019 - 01.2025
Product Technician Welder
Metalsa
02.2015 - 03.2019
Office Support Assistant
Commonwealth of Kentucky
09.2009 - 01.2015
Associate in Engineering Technology - Computer and Information Systems
Elizabethtown Community & Technical College
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