Sheana Hicks

**** *** ******* ***. #**- CARMICHAEL, CA 95608 ~ 916-***-**** ~

acfhsp@r.postjobfree.com

Customer Service & Administrative Support

Customer Service Expert ~ MS Office "Power User" ~ Exceptional

Written/Verbal Communicator

Over 9 years of experience serving clients of all types in person and over

the phone;

Excellent Written and Verbal Communication Skills, able to work effectively

as a Team Member or Team Leader, Fast Learner, and very Reliable.

Key Skills

OFFICE RECEPTION ? CUSTOMER SERVICE ? FILING ?DATABASE & RECORDS

SKILLS: MANAGEMENT

Executive & Administrative Support ? High volume Inbound

and Outbound Calls

Reports & Spreadsheets

Computer Word ? Excel ? PowerPoint ? Access ? Outlook ? Windows ?

Skills: Salesforce ? SAP ? Web Navigation Data Entry ? Typing 60

WPM ? 10 Key by touch

Professional Experience

. STATE OF CALIFORNIA, FRANCHISE TAX BOARD

Tax Technician (Aug, 2013 - Jun, 2014)

Responsible for providing customer service in a contact center

environment, responds to incoming telephone calls from taxpayers and

their representatives regarding tax filing assistance, general tax

questions, and delinquent tax issues. Explains general tax laws, the

basis of assessments, handles liability disputes, establishes

Installment Agreements, and explains levy related activities and

requests account adjustments. Able to deal with irate contacts and

apply quality customer service objectives.

Key Data Operator (Mar, 2013 - Jul, 2013)

Responsible for keying, correcting and verifying personal income tax

returns using 'Key from Image' software. Data Entry in a high volume,

production based environment, 10key by touch, able to work effectively

and independently, able to be positive and flexible in response to

changing workloads and priorities, willingness to adjust work to meet

operational needs.

. Farm Fresh To You: Member Services Representative (Jun, 2012 - Mar, 2013)

Responded to Customer Service inquiries via email and answered

incoming calls, provided assistance with scheduling and modifying

deliveries, billing and account maintenance.

. Thunderbird Forest Products: Customer Service Mgr. (Apr, 2011- Feb,2012)

Answered and routed incoming calls, order processing, scheduling

inbound and outbound deliveries, prepared packing slips and bills of

lading, inventory maintenance, Customer Service and Vendor Relations.

. Randstad Staffing: Temp. for Hire - Multiple Assignments (Apr, 2010 -

Apr, 2011)

CozyWinters.com - Customer Service Rep. (Jan, 2011 - Apr, 2011)

Wells Fargo Wealth Management - Receptionist (Jul, 2010 - Aug, 2010)

Roseville Federal Mortgage - Executive Assistant (May, 2010 - Jun,

2010)

Shari's Berries - Customer Service Rep. (Apr, 2010 - May, 2010)

Freedom Financial: Customer Service Rep. - Welcome Calls (Oct, 2007-

Feb, 2009)

As a Senior Member of the Welcome Call Team was responsible for making

outbound calls to new customers and reviewing the terms and conditions

of their contract, introduced customers to the Debt Relief Program,

conducted status checks every 30 days for the first 180 days in the

program, assigned to train new team members and draft all outgoing

customer emails.

Contact this candidate