Kristen Hicks
Columbia
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
ZEUS INDUSTRIAL PRODUCTS, INC.
11.2024 - Current
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Technical Account Manager, Industrial
ZEUS INDUSTRIAL PRODUCTS, INC.
11.2017 - 10.2024
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
- Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
- Reduced response time for technical inquiries with efficient communication channels and teamwork.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Worked with customers and engineering teams to determine application specific requirements.
- Tracked sales data for analysis and forecasting.
- Collaborated with team members to achieve monthly sales targets.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Head Varsity Softball Coach
ORANGEBURG COUNTY SCHOOL DISTRICT
01.2021 - 06.2024
- Enhanced team performance by implementing strategic training programs and practice drills.
- Organized fundraising events to support team expenses, reducing financial burdens on players and their families.
- Facilitated communication among players, parents, and school administration, maintaining transparency in all aspects of the program.
- Collaborated with athletic department staff to ensure compliance with league rules and regulations.
- Developed strong athletes both on and off the field by emphasizing academic performance and personal growth as crucial components of success.
- Continuously enhanced personal coaching knowledge by attending industry conferences, workshops, and seminars to stay current on best practices in the field.
- Managed team budgets responsibly, ensuring adequate funding for equipment, uniforms, and travel expenses.
- Achieved consistent winning seasons through effective game planning and player development.
Customer Service Representative/ Insurance Producer
J L HARALSON INS AGCY INC
09.2010 - 10.2017
- Confer with 100+ customers/day by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of 150+ /day customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation
- Solicit sales of new or additional services or products
- Clerical duties: making and receiving phone calls, email, fax, scan, upload photos and documents to be used as attachments
- Assisting customers with various needs: policy reviews, filing claims, serving as liaison between customers and corporate offices
- Marketing
- Retention
- Process payments via cash, check, money order, or credit card
- Balance daily deposits
Assistant Softball Coach
BAMBERG SCHOOL DISTRICT ONE
01.2015 - 06.2017
- Pitching Coach
- Supported head coach by scheduling and organizing away games and special events.
- Collaborated with coaching staff to design comprehensive practice schedules that prioritized skill development and teamwork.
- Assisted head coach in strategizing game plans, resulting in improved team performance and winning records.
- Effectively communicated with parents, addressing concerns and providing updates on their child''s progress as an athlete.
Summer Intern
THE RIPKEN EXPERIENCE
06.2009 - 08.2009
- Greet new arrivals to activities, introducing them to other participants, explaining facility rules, and encouraging participation
- Confer with management to discuss and resolve participant complaints
- Evaluate recreation areas, facilities, and services to determine if they are producing desired results
- Serve as liaison between park or recreation administrators and activity instructors
Education
Bachelor of Science - Sports Management
NEWBERRY COLLEGE
Newberry, SC05.2010
Skills
- Adaptability in acquiring new skills
- Committed to excellence
- Recognize change for growth
- Proficient in Microsoft Office and Outlook
- Customer service
- Critical thinking
- Relationship building
- Product knowledge
- Team development
- Customer relationship management (CRM)
- Product and service solutions
- Account management
Timeline
Customer Service Representative
ZEUS INDUSTRIAL PRODUCTS, INC.
11.2024 - Current
Head Varsity Softball Coach
ORANGEBURG COUNTY SCHOOL DISTRICT
01.2021 - 06.2024
Technical Account Manager, Industrial
ZEUS INDUSTRIAL PRODUCTS, INC.
11.2017 - 10.2024
Assistant Softball Coach
BAMBERG SCHOOL DISTRICT ONE
01.2015 - 06.2017
Customer Service Representative/ Insurance Producer
J L HARALSON INS AGCY INC
09.2010 - 10.2017
Summer Intern
THE RIPKEN EXPERIENCE
06.2009 - 08.2009
Bachelor of Science - Sports Management
NEWBERRY COLLEGE
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