Customer Service Quality Assurance

Lovii Hicks Customer Service & Support Specialist

P.O. Box 702 Offering an award-winning track record of customer

Painesville, Oh 44077 care excellence within high-volume environments that

include...

Cell: 216-***-**** Call Centers ( Online Support ( Customer Service

*****.*****@*****.*** Desks

Key Skills

Career Snapshot

Seven years of

commended performance

in key customer

service and support

roles.

Expert in customer

care/communications,

problem solving,

relationship building

and user training and

support.

MS Office with

additional

proficiencies in

assorted databases.

Computer Skills

Word, Excel, Access,

Outlook,

SalesForce.com,

Oracle, CRM, PreVail,

Cash Register, Ohio

Lottery Machine, &

all office equipment

(fax, multi-line

phone system,

calculator, copier, &

printer)

Mission Statement

Strive to exceed

customer/ employer

expectations by

delivering

second-to-none

service. Maintain

customer centricity

in all initiatives

and interactions,

always putting the

customer first.

World-Class Customer Service Call Center Operations

Troubleshooting/ Problem Technical/User Support

Solving Complaint Handling

Up-Selling/Sales Support Reports & Documentation

Customer Order Fulfillment

Professional Experience

TTI floorcare Customer Support Specialist,

2009 to 2013

MARGOLIUS LAW Client Service Specialist, 2009

to 2010

damar staffing Admin Asst./Human Resources,

2008 to 2009

DELEWARE NORTH CO. Vending Commissary Cashier,

MCDONALD'S RESTAURANT 2006 to 2009

Night Shift Manager, 2007 to

POWER DIRECT 2008

Stark Group/New Quality Assurance Monitor, 2006

Metropolis Partners to 2007

Spherion Staffing

Negotiator Intern, 2006

JOB RESPONSIBILITIES

Temporary Employee, 2004 to

2006

Provided telephone, online and face-to-face customer

service/support within high-volume call centers

(handling an average of 95 calls/internet inquiries

daily), busy retail customer service desks and

monitoring sales reps for accuracy and quality

service. Also have cashier and lottery experience

from part time position along with operating a press

machine at a tuxedo company for seasonal employment.

I am very trainable, and I follow directions well.

Avid note taker

Education

Marycrest High School Graduated 1992

United States Navy Engineman Class "A"

School, 89% overall rating

JOBS program, 92% overall rating, 1993

Tri-C 52 credit hours

received towards AA, G.P.A. 3.0

Dean's List, 2000-2001

Hondros College 93 credit hours received

towards Appraisal License

Completed entire course, 2005 to 2006

Fred Pryor 0.6 Continuing

Education Units. Attended seminar for

Human Resource Assistants, 2008

REFERENCES AVAILABLE UPON REQUEST

INVENTORY, STOCK, CLEANING, GENERAL MAINTENANCE, MONEY HANDLING, LIGHT

ASSEMBLY

COOKING, RETAIL, SHIPPING, WAREHOUSE, LIGHT BOOKKEEPING, VERY HARD WORKER.

REFERENCES

CALL CENTER

Sharon Watson 440-***-**** / ******.******@************.***

PREVIOUS SUPERVISOR

Lisa Thomas 440-***-**** / ****.******@************.***

PREVIOUS MANAGER

Yvonne Downor 330-***-**** / 440-***-****/ *******@*******.***

PREVIOUS COWORKER

Sherolynn Eppinger 216-***-****/ ************@*******.***

PREVIOUS COWORKER

Vivian Palmer 440-***-**** / ************@****.***

PREVIOUS EMPLOYER

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