Surruntha A. Hicks

PROFESSIONAL SUMMARY

** ***** ** ********** ********* superior customer support

Skilled with handling highly complex and escalated customer issues

Strategic relationship building skills, listens attentively, solves problems effectively and uses diplomacy to find common ground and resolve all problems

Ability to work in fast-paced, intense environment effortlessly

EXPERIENCE

USAA, San Antonio, TX (contractor)

Building Wealth Representative, 5/2014 - present

Deliver outstanding service to members by providing support regarding brokerage platform conversion with subsidiary company

Receive inbound calls from members with navigation and completion of online life insurance Health and Lifestyle questionnaire via usaa.com and mobile

Assist financial advisors with life insurance applications insuring completion of application by following up with members and maintaing daily status reports

Part of the pilot Medicare team assisting incoming member calls concerning Medicare choices. Our primary goal was the decrease abandoned calls going from 12% in 2013 to 3% in 2014

JP Morgan Chase, San Antonio, TX (contractor)

Call Center Representative, 05/2013-04/2014

Answered telephone inquiries on products and services to include balances and statement inquries

Researched and resolved credit card billing issues

Established resources for problem resolution and design best option solutions

Identified opportunities for cross-selling new products to client

HD Supply, New Braunfels, TX (contractor)

Call Center Representative/Personalize Service Representative, 02/2013-04/2013

Responeded to customer’s order and quotation requests received via outside salespersons, telephone, e-mail, written, and faxed correspondence.

Alorica Call Center, Manhattan, Kansas

Call Center Representative, 02/2006-06/2008

Answered inbound calls from customers for new orders, answer questions, troubleshoot and resolve problems

Collaborated with third party vendors and suppliers to address service faults and provide resolution

Provided effective and timely resolution of a range of customer inquiries

Managed multiple priorities and maintained effective results in a quota driven workplace

Demonstrated best judgment in the disbursement of adjustments and credits

Increased the customer’s experience by providing information on new products, rate plans, and services through cross selling opportunities

Maintained working knowledge of all company products, services and promotions.

Prepared recommendations according to customer’s needs

Managed operational systems to process purchases of AT&T products and services; i.e. collections, payments for wireless billing and accessories

RE/MAX Manhattan Realtors, Manhattan, Kansas

Office Manager, 03/2006- 11/2006

Responsible for developing efficient process improvements to maintain a functioning office environment Managed all administrative functions including office equipment repairs, ordering supplies and mail

Prepared budget and financial reports for each property

Created advertisement in local paper classified listings

Managed property listing database

Update and maintain employee payroll records

Developed and maintain strong relationships with internal partners.

Attended operations team meetings and communicate frequently and effectively

AAFES Exchange, Fort Benning Georgia

Sales Representative, 03/2003 - 05/2005

Assisted customers in finding and purchasing required merchandise in a retail environment

Answer customer queries regarding the store and merchandise

Received and processed cash, checks and charge/credit payments

Organized and processed merchandise exchange and returns

West Jefferson Medical Center, Marrero Louisana

Diet Technician, 09/1998 – 05/2003

Counseled the patients regarding their diet plans and gave them nutritional education

Suggested certain exercises to each individual client as per their weight loss requirements

Completed assessments on an annually basis, Documented changes in progress notes

Worked effectively with physicians, patients and their families

Atlantic Southeast Airlines, Columbus, Georgia

Airline Customer Service Agent, 06/2002 – 11/2002

Issued and checked tickets and travel documents, check in passengers for their flight and allocated seats and rebook passengers

Provided information, reservations and ticketing services to customers

Maintain compliance standards

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