Yvette Hicks
Receptionist
Queens,NY
Overview
16
16
years of professional experience
Work History
Material Handler Team Lead
Fed Ex Ground
Queens, NY
04.2019 - 05.2020
- Coordinated and monitored the daily workflow of material handlers to ensure timely completion of tasks.
- Assigned tasks and workloads to team members based on their abilities, availability and priority levels.
- Ensured that all materials were handled safely in accordance with company policies and procedures.
- Provided guidance and direction to employees regarding job duties, safety protocols, and performance expectations.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Maintained accurate records of team attendance and documented disciplinary actions.
- Assigned tasks to team members to complete within designated time frames.
- Developed standard operating procedures for team to follow and maintained records of activities.
- Handled day-to-day shipping and receiving overseeing more than [Number] packages per day.
- Divided and categorized cargo received and redirected shipments in response to customer requests.
- Resolved conflicts between team members and addressed complaints or grievances.
- Supervised team of helpers, laborers and material movers to efficiently complete tasks.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Enforced team adherence to safety regulations and protocols.
- Trained new team members on proper and safe use of tools and equipment.
- Monitored production levels and implemented measures to increase output.
- Developed and implemented strategies to improve team productivity and efficiency.
- Met or exceeded production goals and objectives by following strict procedures.
- Monitored progress of tasks to provide feedback for improvement.
Receptionist
Elmcor Youth & Adult Activties
Queens, NY
08.2018 - 04.2020
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
Customer Service Representative
ARK-TEl services
Valley Stream, NY
01.2007 - 01.2013
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Investigated and resolved accounting, service and delivery concerns.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and updated databases to handle customer data.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Tracked customer service cases and updated service software with customer information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Case Manager
Bloomfield Pavillion Outpatient Program
Newark, NJ
01.2004 - 01.2006
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Evaluated treatment plans against individual goals and healthcare standards.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Collaborated with an interdisciplinary team to determine timely delivery of services.
- Provided education on health and nutrition for patients to maintain healthy habits and wellbeing.
- Liaised with social worker to expedite financial assistance not covered by insurance.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Utilized trauma-informed approach to promote healing and empowerment for clients.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Established and maintained relationships with key stakeholders.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Analyzed trends and data to inform decision-making and program development.
- Assessed community needs and identified resources for social and community service programs.
- Conducted community workshops to promote different programs and educate public on available services.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Partnered with local organizations to expand access to social and community services.
- Collaborated with community members to develop and implement service initiatives.
- Researched best practices and developed strategies to improve program outcomes.
- Advocated for social and community service programs to increase awareness and funding.
- Implemented strategies to increase public awareness of social and community service programs.
- Managed volunteer programs focused on providing community services to underserved populations.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
Skills
- Sound Judgment
- Freight Examination
- Complex Problem Solving
- Performance Assessment
- Critical Thinking
- Staff Management
- Loading and unloading
- Excellent Communication
- [Type] Software Proficiency
- Dependable and Responsible
- Planning and Coordination
- Staff supervision
- Order picking and processing
- Analytical and Critical Thinking
- Distribution and warehousing
- Shipping and receiving
- Written Communication
- First Aid/CPR
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Material Handler Team Lead
Fed Ex Ground
04.2019 - 05.2020
Receptionist
Elmcor Youth & Adult Activties
08.2018 - 04.2020
Customer Service Representative
ARK-TEl services
01.2007 - 01.2013
Case Manager
Bloomfield Pavillion Outpatient Program
01.2004 - 01.2006
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