Marva Hicks
Woodbridge
Summary
Dynamic customer care agent with a decade of experience driving positive organizational outcomes through effective communication and a proactive, insightful approach. Expertise in aligning business objectives with customer needs and fostering collaboration across all levels of leadership and cross-functional teams to address complex, high-stakes challenges. A strong commitment to continuous improvement enhances team success and elevates customer satisfaction. Passionate about leveraging strategic insights to support business growth and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Branch Account Manager
TruGreen Lawn Care
01.2023 - Current
- Managed and grew a portfolio exceeding $300k in Annual Recurring Revenue (ARR) in 2024, achieving a 98% renewal rate for 2025
- Managed daily operations to ensure high-quality lawn care services and customer satisfaction.
- Developed and implemented strategic marketing initiatives to increase branch visibility and customer acquisition.
- Led cross-functional teams to execute project plans, ensuring alignment with strategic objectives.
- Oversaw financial performance, including budgeting, forecasting, and profitability analysis for branch operations.
- Collaborated with executive leadership to define project scope and resource allocation strategies.
- Collaborated with cross-functional teams to streamline processes and improve service delivery times.
- Established strong relationships with clients through effective communication and problem resolution strategies.
Member Support Representative- Call Center
ID ME
06.2021 - 12.2023
- Provide timely, accurate, and efficient service to members by conducting virtual in-person proofing sessions to verify user's identity with proper uploaded documentation, Improved overall efficiency by 25%
- Routinely exceed call-handling goals, closing average of 50 calls daily (25% above quota) with 75% first-call resolution ratio and average talk-time of 5.5 minutes, well below 12-minute goal
- Within two months of hire, designed and improved learning and onboarding strategy and facilitated interviews during hiring surge, increasing 50% expansion effort to MSR team.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Administrative Assistant-Receptionist
BMW Of Fair Fax
10.2017 - 01.2019
- Responsible for daily administrative operations, high-volume customer service, and profit and loss management, determine caller's needs, route to appropriate department, and greet 50+ visitors daily
- Developed and implement new filing system from paper-based to digital during extensive nationwide audit enabling company to retrieve 40% of lost data
- Work with leaders to assess manager's needs to ensure their continued performance, engagement, and development.
- Selected as high-performing representative, resolved diverse range of technical problems across multiple systems and applications for customers. Trained 5% of employees during period of expansion
Account Supervisor
Swissport USA
06.2014 - 10.2017
- Supervised and hired 24-36 staff and established new policies to ensure more effective daily on-time operation accounts
- Awarded for excellent service during aftermath of crash in Dubai International airport on August 3, 2016
- Award-winning pacemaker two consecutive times for 100% account and customer satisfaction
- Exceed client expectations by maintaining 79% on-time departure and baggage department, increasing satisfaction to 80%
Accounting Assistant - Receptionist
Browns Fair Fax Mazda
10.2011 - 06.2014
- Assist Senior Accounting Manager in performing all Accounts Payable various functions, handling 60% of accounts daily
- Superintended 100% of daily deposit, Receiving payment by cash, check, credit cards, vouchers
- Data entry tasks such as issuing checks and EFT payments and mailing them out and Investigated daily variances and corrected errors saving company 20%
- Officiate telephone switchboard to answer, screen, or forward calls and 100% of all cash transactions in all departments
Education
Bachelor of Science - Computer Science
Capella University
Minneapolis, MN05-2024
Associate of Arts - Fashion Marketing of Art
Academy of Art University
San Francisco, CA12-2012
Skills
- Data Entry and Maintenance
- CRM (Salesforce, Hubspot)
- Power-Bi
- Customer Account Management
- Ease with Computers and Technology
- Product Demonstration
- User Support and Troubleshooting
- Customer Retention Strategies
- Conflict Resolution Techniques
- Orientation and Onboarding
- Training Program Design
- Relationship-Building Skills
- Budget Administration
- Project tracking
- Client relations
Certification
- Certified Front-End & backend developer, Bottega University, 02/01/20
- Certified CRM, Salesforce, 09/01/22
Affiliations
- Women in tech
- Us in technology
Languages
French
Timeline
Branch Account Manager
TruGreen Lawn Care
01.2023 - Current
Member Support Representative- Call Center
ID ME
06.2021 - 12.2023
Administrative Assistant-Receptionist
BMW Of Fair Fax
10.2017 - 01.2019
Account Supervisor
Swissport USA
06.2014 - 10.2017
Accounting Assistant - Receptionist
Browns Fair Fax Mazda
10.2011 - 06.2014
Bachelor of Science - Computer Science
Capella University
Associate of Arts - Fashion Marketing of Art
Academy of Art University