Vianca Hicks
Warner Robins
Summary
Customer service professional with experience in both retail and call center environments, skilled at delivering positive customer experiences across diverse channels. Proficient in handling high-volume inquiries, processing transactions, resolving billing or service issues, and managing returns or exchanges with accuracy and efficiency. Strong communicator with expertise in conflict resolution, upselling, and loyalty program promotion, consistently meeting performance metrics while maintaining empathy and professionalism. Adaptable team player who thrives in fast-paced settings and quickly learns new systems and processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Dollar General
12.2024 - Current
- Supported the Store Manager in overseeing daily store operations to ensure efficiency, profitability, and compliance with company policies.
- Supervised and coached team members to deliver excellent customer service, meet sales goals, and uphold store standards.
- Managed opening and closing procedures, including cash handling, safe balancing, and end-of-day reporting.
- Handled customer concerns and returns professionally to maintain a positive shopping experience.
- Monitored inventory levels, completed stock replenishment, and conducted regular cycle counts to minimize shrink and out-of-stocks.
- Executed company-directed merchandising plans, promotional signage, and planogram resets to drive sales and maintain brand consistency.
- Assisted in creating weekly employee schedules to optimize labor according to traffic patterns and payroll budgets.
- Trained new hires on register procedures, stocking, safety, and Dollar General policies.
- Ensured store compliance with health, safety, and loss prevention standards during all shifts.
- Collaborated with district managers on store goals, audits, and execution of company initiatives.
Customer Service Representative
Comcast
01.2022 - 05.2024
- Responded to inbound customer inquiries via phone, email, and chat, providing accurate information on products, services, and account status.
- Delivered troubleshooting support for internet, TV, and phone services; resolved technical issues or escalated to advanced support when necessary.
- Assisted customers with billing questions, payment processing, and account adjustments while ensuring accuracy and compliance with company policies.
- Promoted customer loyalty by identifying needs and recommending upgrades, cross-sells, or retention offers tailored to each household.
- De-escalated challenging situations with empathy and professionalism to maintain positive customer relationships.
- Adhered to all company policies, security protocols, and privacy standards in handling sensitive customer information.
- Utilized internal systems and resources efficiently to track cases, document resolutions, and follow up on open issues.
- Consistently met or exceeded key performance metrics, including call resolution, customer satisfaction (NPS), and sales/retention goals.
- Maintained up-to-date knowledge of products, promotions, and procedures through ongoing training and development.
- Supported a fast-paced, high-volume contact center environment with flexibility in scheduling, including nights and weekends.
Inbound Customer Service Representative
VXI
01.2019 - 11.2021
- Answered high-volume inbound calls to assist customers with account inquiries, billing questions, service requests, and technical troubleshooting.
- Resolved issues on the first call whenever possible by actively listening, diagnosing problems, and providing accurate solutions.
- Documented customer interactions and resolutions in company systems for accurate record-keeping and follow-up.
- Provided empathetic and professional support, de-escalating frustrated or upset customers to maintain satisfaction and loyalty.
- Guided customers through product features, services, and promotions, identifying opportunities for upgrades or additional solutions.
- Processed payments, account updates, refunds, and adjustments while ensuring compliance with company policies.
- Escalated complex or unresolved cases to the appropriate department, ensuring smooth hand-offs and continuity of service.
- Met or exceeded inbound call center metrics, including average handle time, call resolution rate, customer satisfaction, and adherence.
- Adapted to changing call volumes, scripts, and procedures in a fast-paced environment while maintaining a high standard of accuracy.
- Maintained knowledge of company products, policies, and promotions through continuous training and self-learning.
Guest Sales Associate
Target
06.2017 - 01.2019
- Delivered friendly, welcoming, and personalized service to all guests, ensuring a positive shopping experience.
- Assisted guests with purchases, returns, exchanges, and online order pickups using Target’s systems and policies.
- Resolved guest concerns quickly and professionally, escalating issues to leadership when necessary.
- Handled cash register transactions, processed payments, applied discounts, and balanced drawers accurately.
- Supported order fulfillment services such as Drive Up, Order Pickup, and Shipt, ensuring accuracy and timeliness.
- Promoted Target Circle rewards, RedCard applications, and store promotions to enhance guest loyalty and sales.
- Maintained cleanliness and organization in the guest services and checkout areas to meet brand standards.
- Assisted with inventory tasks such as restocking, returns-to-stock, and locating items for guests.
- Communicated effectively with team members and leaders to ensure smooth operations during high-traffic periods.
- Adapted to changing guest needs and multitasked in a fast-paced retail environment.
Education
High School Diploma -
Warner Robins High School
Warner Robins, GA05-2017
Skills
Inbound & Outbound Call Handling
Customer Relationship Management (CRM) Systems (Salesforce, Zendesk, etc)
First-Call Resolution (FCR)
Technical Troubleshooting & Support
Active Listening & Clear Communication
De-escalation & Conflict Resolution
Data Entry & Case Documentation
Multitasking in High-Volume Environments
Payment Processing & Account Management
Point of Sale (POS) Operation & Cash Handling
Returns, Exchanges & Refunds Processing
Product Knowledge & Upselling
Guest Service & Hospitality
Inventory & Stock Replenishment
Loyalty & Rewards Program Enrollment
Order Fulfillment (Online Pickup, Drive Up, Curbside)
Team Collaboration & Store Support
Merchandising & Floor Presentation Standards
Adaptability During Peak Hours & Seasonal Rush
Accomplishments
- Exceeded first-call resolution goals by resolving 80% of customer issues without escalation at VXI.
- Achieved an average customer satisfaction score (CSAT) of 90% at VXI.
- Successfully managed daily operations, including cash handling and deposits exceeding $20,000+ per week with 100% accuracy.
- Implemented visual merchandising strategies that drove an increase in featured product sales.
- Led by example during peak sales seasons (holidays), ensuring smooth operations and maximizing revenue.
- Trained and supervised 15+ sales associates
Certification
- Certified Customer Service Professional (CCSP)
- Customer Service Representative (CSR) Certification
Languages
English
Native or Bilingual
Timeline
Assistant Store Manager
Dollar General
12.2024 - Current
Customer Service Representative
Comcast
01.2022 - 05.2024
Inbound Customer Service Representative
VXI
01.2019 - 11.2021
Guest Sales Associate
Target
06.2017 - 01.2019
High School Diploma -
Warner Robins High School