Kevin Hicks
Honaker
Summary
Dynamic and dependable professional with a proven track record at Sprint, excelling in customer service and problem-solving. Skilled in GPS navigation and route management, consistently achieving high satisfaction rates. Recognized for teamwork and collaboration, enhancing service delivery and fostering strong customer relationships. Committed to maintaining safety and efficiency in all operations.
Overview
22
22
years of professional experience
Work History
Delivery Driver
Pizza Hut
10.2022 - Current
- Operated delivery vehicle safely, adhering to traffic regulations and company policies.
- Loaded and unloaded packages efficiently, ensuring accurate delivery of items.
- Managed route planning using GPS technology to optimize delivery times.
- Maintained cleanliness and organization of vehicle for safety compliance.
- Adapted quickly to changing schedules and last-minute requests from dispatch.
- Collaborated with team members to enhance overall delivery efficiency and service quality.
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
Service/Help Desk Technician
SAIC/Northrup Gruman
04.2015 - 12.2024
- Resolved technical issues for users across diverse platforms, enhancing overall productivity.
- Provided tier 1 support for hardware and software inquiries, ensuring prompt issue resolution.
- Collaborated with cross-functional teams to streamline ticketing process, improving response times.
- Documented troubleshooting steps and solutions in knowledge base, facilitating team access to information.
- Trained staff on new systems and tools, enhancing team capability and service delivery effectiveness.
- Provided basic end-user troubleshooting and desktop support.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Customer Service Representative
Sprint
08.2010 - 04.2015
- Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
- Managed complex customer issues, coordinating with multiple departments for resolution.
- Trained new team members on company policies and customer service best practices.
- Analyzed customer feedback to identify trends and improve service processes.
- Developed training materials aimed at improving team performance and efficiency.
- Evaluated service delivery methods, proposing enhancements that increased overall effectiveness.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
AT&T/Cingular Wireless
06.2003 - 08.2010
- Implemented strategies to streamline communication between customers and support teams.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Science - Adminstration
King College
Bristol, TN05-2019
Skills
- Positive attitude
- Customer service
- Valid Driver's license
- Teamwork and collaboration
- Attention to detail
- Time management
- Dependable and reliable
- Problem-solving
- Safe driving
- Loading and unloading
- GPS and route planning
- Route management
- GPS navigation
- Heavy lifting
- Stocking and inventory
- Forklift operation
- Route planning
Timeline
Delivery Driver
Pizza Hut
10.2022 - Current
Service/Help Desk Technician
SAIC/Northrup Gruman
04.2015 - 12.2024
Customer Service Representative
Sprint
08.2010 - 04.2015
Customer Service Representative
AT&T/Cingular Wireless
06.2003 - 08.2010
Bachelor of Science - Adminstration
King College