KARELL HICKMAN

**** ******* **. *** **** • • abtsyd@r.postjobfree.com •

Jacksonville, FL 32257

904-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service Professional with over five years of experience in account

management, sales and call-center operations within the credit card, financial, and newspaper industries.

Talent for identifying customer needs and presenting appropriate company product and

service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to

increased repeat business.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer

service.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, Microsoft Access, and Microsoft Outlook®).

PROFESSIONAL EXPERIENCE

State Farm Insurance Companies

April 2011 to Present

State Farm Payment Plan

• Support flexible billing options program

• Respond both orally and in writing to inquiries from policyholders, Agency force, general

departments, regulatory departments, mortgage companies, banks, claim representatives, and

department employees

• Provide exceptional customer service and build positive relationships with both internal and

external customers

• Perform account maintenance for State Farm Payment Plan accounts

• Navigate and use multiple computer applications simultaneously to respond to internal/external

customer inquiries

• Apply process guidelines and use independent judgment, reasoning, and critical thinking to make

decisions

Convergys Jacksonville, Florida October

2008 to January 2010

Benefits Service Representative

• Contributed to increasing customer satisfaction through one call resolution

• Instrumental in improving customer-satisfaction ratings through suggestion, development, and

implementation of new reporting procedures.

Citicards – Jacksonville, Florida

January 2006 - July 2008

Escalation Specialist Jan 2006- July 2008

As Escalation Specialist, I handled supervisor takeover calls for a leading credit card company

…Continued…

KARELL HICKMAN

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Professional Experience Continued

Investigated and resolved customer concerns in collaboration with respective agency and other

departments. Participated in implementing new paperless process, resulting in streamlined operations.

• Assisted in helping the associate resolve problems, so that it would not be escalated

• Maintained customer satisfaction through and eliminated the need for unnecessary callbacks.

• Selected to coach and mentor new customer service and sales representatives.

• Enhanced employee performance and attendance through daily mentoring, one-on-one

discussions and motivational strategies.

• Top Sales Associate on a team Jan 2007- Jan 2008

Wachocia

Teller

Provided customers with a warm friendly atmosphere in which to handle their personal banking needs.

• Assistant Lead Teller- scheduling and planning when lead teller was unavailable

• Provided quick and efficient teller transactions.

• Recommended products that would suit the customer short and long term financial needs.

EDUCATION

Associates in Arts Degree- Florida State College of Jacksonville - Aug - 2010

Jean Ribault Senior High School – Jacksonville, Florida – June 2001

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