Tammy Hicks
Flowery Branch
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
33
33
years of professional experience
Work History
Customer Service Supervisor
Gwinnett County Water Resources
05.2006 - Current
- Using the new software SAP to insure proper billing of customer accounts, meter sales, entering and approving of adjustments and assisting customers via phone and in person ensuring a positive service experience.
- Resolved customer complaints efficiently by utilizing problem-solving techniques and maintaining composure under pressure.
- Collaborated with team members to optimize workflow processes, enhancing overall service delivery efficiency.
- Developed training materials for new staff, promoting knowledge transfer and consistency in service standards.
- Supervised daily operations to ensure effective customer service delivery and team performance.
- Resolved escalated customer inquiries, fostering positive relationships and improving satisfaction rates.
- Implemented process improvements that streamlined service workflows.
- Led team meetings to identify challenges and develop solutions, promoting a collaborative work environment.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Prepared and submitted responses to requests and requirements of auditors.
- Accounts receivable and payable processes.
- Assisting with reconciliation of bank accounts and took corrective actions on deviations.
- Enhanced internal control systems and procedures to mitigate risk and support opportunities.
Senior Customer Service Specialist
City Of Gainesville Public Utilities Department
12.1999 - 05.2006
- Responsible for overseeing payment area and call center for City’s Public Utilities Department. Perform various customer service duties related to the water, sewer, and sanitation services provided by the City. Responsible for training and coaching customer service staff, safeguarding and securing funds, ensuring that delinquent payments are collected, and assisting customers with complex issues. Additional duties include handling minor disciplinary issues, approving adjustments, auditing cash drawers, and monitoring call flow and hold times.
- Served as lead in customer service cash receipts sections in successful utility billing conversion.
- Implemented new procedure in payment area to provide better customer service during lunch breaks.
- Developed and implemented a new procedure to more efficiently handle disconnects for non-payment.
- Processed high-volume billing transactions with precision and attention to detail.
- Collaborated with cross-functional teams to resolve billing discrepancies efficiently.
- Implemented automated systems for invoicing, enhancing accuracy and reducing processing time.
- Trained new staff on billing protocols and software systems, ensuring compliance and consistency.
- Conducted regular audits of billing records to identify errors and implement corrective actions.
- Led initiatives to streamline billing processes, resulting in improved operational efficiency.
- Mentored junior staff, fostering a culture of continuous improvement within the billing department.
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Facilitated staff training on new billing software, enhancing team productivity and billing accuracy.
- Enhanced interdepartmental communication to ensure accuracy and completeness of billing information.
- Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
- Managed monthly billing cycles to ensure timely issuance of invoices and statements.
- Streamlined billing process efficiency by implementing updated billing system.
Customer Service/Loan Operations/Teller
Suntrust Bank
01.1995 - 12.1999
- Processed loan payments, Loan files and Titles.
- Teller/Customer Service: Processing of new accounts, Entry of Deposit and cash withdrawals. Teller training
- Processed customer transactions accurately and efficiently, maintaining high levels of service quality.
- Assisted customers with account inquiries, enhancing overall satisfaction and loyalty.
- Managed cash drawer, ensuring compliance with bank policies and procedures.
- Trained new tellers on operational protocols and customer service standards.
- Streamlined transaction processes through implementation of technology enhancements, reducing wait times.
- Collaborated with team members to resolve complex customer issues effectively and promptly.
- Conducted audits of cash balances and daily transactions to ensure accuracy and accountability.
- Developed training materials for staff development, fostering a culture of continuous improvement within the team.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Data Processing
First National Bank of Gainesville
01.1993 - 12.1995
- Responsible for data entry of customers accounts. Running of sorter and mail machines. Balancing proof and Research department.
- Administrative Support
Education
Marketing Management
Lanier Technical College
Oakwood, GAFinance Officer Program Level 1
Carl Vinson Institute of Government
GaSkills
- Office Skills
- Data Entry
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Training and mentoring
- Research and due diligence
- Workflow Project Management
- Adaptability and flexibility
Timeline
Customer Service Supervisor
Gwinnett County Water Resources
05.2006 - Current
Senior Customer Service Specialist
City Of Gainesville Public Utilities Department
12.1999 - 05.2006
Customer Service/Loan Operations/Teller
Suntrust Bank
01.1995 - 12.1999
Data Processing
First National Bank of Gainesville
01.1993 - 12.1995
Marketing Management
Lanier Technical College
Finance Officer Program Level 1
Carl Vinson Institute of Government
Programs
CRM, Sharepoint, Lucity, SAP, Microsoft Office, Excel