Jazmine Hicks
Atlanta
Summary
Dynamic Senior Customer Experience Manager at Conduent with a proven track record in data analysis and team leadership. Enhanced service delivery and client satisfaction through innovative problem-solving and effective communication. Developed customer service policies that improved operational efficiency, resulting in a significant boost in team performance and client outcomes.
Overview
6
6
years of professional experience
Work History
Senior Customer Experience Manager
Conduent
08.2022 - Current
- Identified client needs and utilized available resources to optimize service delivery and client satisfaction.
- Processed disputes and fraud claims in adherence to client policies, ensuring compliance and resolving issues efficiently.
- Monitored and managed team performance, providing training and support to ensure all employees met performance standards.
- Conducted data analysis to identify trends and areas for improvement, boosting team performance and client outcomes.
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
- Identifies customer needs by referring to case notes and examining each as a specific case.
- Performs routine call center activities concerning business products and services.
- Uses standard scripts and established guidelines while under supervision, to meet SLAs.
- Provides customers with information that is specialized.
- Communicates in a warm and empathetic manner.
- Gathers all necessary information to update the database.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Complies with all policies and standards.
Shift Supervisor Trainer
CVS Pharmacy
05.2022 - 09.2022
- Led a team of employees, ensuring accurate transactions and adherence to company policies.
- Researched and implemented technological solutions to improve operational efficiency, resulting in a measurable increase in customer satisfaction.
- Trained new employees on procedures, leading to improved accuracy and employee performance.
- Monitored service trends and identified areas for departmental improvement, resulting in enhanced service delivery.
- Identified areas of improvement within the department and implemented necessary changes.
- Identified opportunities for process improvements through data analysis.
- Maintained accurate records of daily transactions and deposits.
- Collaborated with team members to improve performance and implement training updates.
Data Entry Associate
Aston Carter
01.2021 - 04.2022
- Collaborated with team members to optimize data entry workflows, enhancing overall productivity and efficiency.
- Resolved data discrepancies promptly, ensuring the integrity and reliability of data across systems.
- Provided technical support by troubleshooting common problems with software applications.
- Resolved discrepancies between physical documents and electronic records.
- Maintained confidentiality of sensitive information according to established procedures.
- Developed filing systems to ensure efficient retrieval of stored information.
- Uploaded and maintained digital records accurately.
Security Site Supervisor
Allied Universal Security Services
04.2021 - 12.2021
- Performed regular inspections of all security equipment to ensure proper functioning.
- Investigated suspicious activity and reported findings to the appropriate authorities as needed.
- Provided training for new security personnel on safety protocols and emergency response plans.
- Oversaw the maintenance of access control systems ensuring they are up-to-date with latest technology trends.
- Participated in weekly meetings with management team to discuss any security concerns or updates.
- Reviewed incident logs regularly identifying any patterns or trends that may require further investigation or action.
- Monitored access control systems, CCTV footage, and alarm systems.
- Maintained positive environment dedicated to teamwork and performance.
- Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.
- Recorded required data for incident reports and files.
Customer Service Representative
BCI-IT
10.2019 - 12.2020
- Efficiently resolved customer complaints and inquiries, maintaining high customer satisfaction levels.
- Utilized strong communication skills to provide clear and effective solutions to customer issues.
- Recorded service call details and updated customer information, ensuring compliance with company protocols.
Education
B.S. - Criminal Justice
Albany State University
Albany, GA12.2022
Skills
- Data Analysis
- Customer Experience Management
- Team Leadership & Training
- Problem Solving & Critical Thinking
- Communication & Interpersonal Skills
- Time Management & Prioritization
- Adaptability & Decision Making
- Proficiency in MS Office & Data Management Tools
Timeline
Senior Customer Experience Manager
Conduent
08.2022 - Current
Shift Supervisor Trainer
CVS Pharmacy
05.2022 - 09.2022
Security Site Supervisor
Allied Universal Security Services
04.2021 - 12.2021
Data Entry Associate
Aston Carter
01.2021 - 04.2022
Customer Service Representative
BCI-IT
10.2019 - 12.2020
B.S. - Criminal Justice
Albany State University
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