Customer Service A Team
Resume:
Lanita Hicks
*********@*****.***
Atlanta, GA 30349
Summary
Knowledgeable and dedicated Customer Service Professional offering over 20 years of experience resolving account, service concerns, and reservations assistance for various types of customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Work experience
Health Advocate
Kaiser Permanente - Atlanta, GA
May 2022 to June 2023
I assisted with booking members doctor's appointments. Send messages to the doctors for appointments request. I also work alongside different speciality departments. We also answer any questions about the members healthcare plans. Any increases in coverage cost pretty much any changes in general. Answered anywhere from 60 - 90 calls a day Helped patients navigate threw the kaiser portal if the doctor left special instructions after the patients visit. Showed them how to set up covid testing instead waiting 48hrs for the doctor to put it in.
Remote Travel Sales Agent
American Express - Atlanta, GA
January 2018 to January 2020
Booked travel flights and hotels
Assisted Platinum and Centurion cardmembers
Responded to client's questions, issues and complaints about previous and present bookings and implemented appropriate solutions
Asked open-ended questions to better assist client needs and determine best travel offerings
Arranged travel accommodations for groups, couples, executives and special needs clients
Remote Reservations Agent
ENTERPRISE HOLDINGS INC - Atlanta, GA
February 2016 to May 2017
Handled 80-100 incoming calls per day and talked with potential customers across multiple states and time zones
Provided excellent customer service to customers
Strived to exceed sales targets - took appropriate steps to meet monthly personal and department sales goals (based on bookings, revenue, etc.)
Provided timely and accurate information reflecting a customer-oriented image for the company
Followed sales techniques to maximize revenue
Maintained, at a minimum, target levels of productivity and performance
Located and interpreted complex information from a number of databases
Handled customer issues and complaints as derived.
Technical Support Agent
Best Buy WIPRO - Atlanta, GA
September 2014 to September 2015
Single point of contact for
customers and/or field partners with escalations within individual queues
Communicated through updated case notes in all required systems (Breeze, OMS, FMS) that are clear, concise, and updated appropriately
Connected remotely into clients' PCs to perform quick fixes and/or run a system analysis
Dispatched escalated calls to a tier 2 agent.
Scheduled off-site service calls for Geek Squad technicians
Coordinated client communication for product and service delays
Submitted service tickets for equipment maintenance requests
Wrote and reviewed tickets to request maintenance to various types of equipment.
Administrative Assistant
CNM MASORY - Jacksonville, FL
April 2010 to July 2014
Handled daily flow of daily operations for the office
Inventory control
Calendar Management
Researched payroll errors and processed payments for federal and state taxes, social security, Medicare, and various employee deductions, annuity contributions, and retirement plan withholdings
Supervised 20 employees and applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
Email Management to ensure compliance was met
Managed Customer Service Initiatives
Negotiated complex vendor agreements and built relationships across multiple commodities
Compliance (Made sure we were in compliance with OSHA Regs)
Dispatcher (Product to Customer)
Education
High School Diploma
Fletcher High School - Neptune Beach, FL
June 1998
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