1. AUTUMN HICKS
1011 W 8th St 814-520-7387
Erie, PA 16502 autumn_hicks1@aol.com
SUMMARY OF QUALIFICATIONS
Years of office/customer support experience working within high-volume call center environments. Maintain demonstrated
research, analysis, and database management proficiencies.
Excellent communicator with strong time-management and customer needs assessment skills.
Exercise independent judgment, decision-making, and problem solving abilities
Areas of Expertise:
Customer Service Leadership Client/Customer Relations
Call Center Operations Complaint Handling/Dispute Resolution Results Driven
PROFESSIONAL EXPERIENCE
Real Estate Agent (Sales & Rentals), Coldwell Banker, Erie, PA, May 2013 – present
 Show residential properties and demonstrate the features and benefits of available homes
 Convert prospects to closed sales for clients located throughout Pennsylvania
 Provide close, personal client attention and tenacious follow-up to ensure best service. Prepare contracts and
documentation; advise first home-buying clients on general escrow and title procedures
 Perform competitive product evaluations
 Prepare contracts and documentation; advise first home-buying clients on general escrow and title procedures
Customer Service Representative, Highmark, August 2010 – December 2013
 Communicate with management to develop a professional working relationship with our customers
 Strong ability to interpret, apply, and explain applicable policies and procedures
 Identified, define, and implemented solutions, within company guidelines and policies
 Resolves customer inquiries and complaints via written, telephonic, or face-to-face communication in a timely and accurate
manner
 Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for
follow up and resolution
 Handle customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and
brokers in a customer service center
 Ensures that responses to inquiries are completed timely and according to established service and quality standards
House Manager/Program Specialist Lakeshore Community Services, August 2009 – August 2010
 Complete assessment, goal plans, case review documentation according to deadlines
 Knowledge of family violence treatment and therapeutic interventions
 Clear ability to keep sensitive information confidential
 Provide oversight of direct care staff providing services to clients
 Monitor the comfort and safety of individuals served while ensuring living environments and program activities are in
compliance with any regulatory requirements
 Provide coaching and feedback to employees along with ongoing informal and formal performance discussions and annual
performance reviews
 Maintain staff schedules and ensure appropriate staff coverage for the assigned facility(s)
 Monitor budgets and activities for assigned homes while ensuring financial goals are met.
Direct Support Professional, Erie Homes for Children and Adults, June 2007 – December 2008
 Provide complete care for five adult residents in a group home. Prepared meals and oversee medical and hygienic care for
patients.
 Provided support to individuals with disability while enabling them to live with purpose and dignity
 Helped residents focus on the skills and interests to help them develop a unique sense of self

2. EDUCATION
Pennsylvania Real Estate License, May 2013
Certified Nurse’s Aide, May 2006 healthcare Ventures Alliance
ADDITIONAL KNOWLEDGE & SKILLS
Excel Word Office
Insing Mainframe Blueguard
Biscom CMS MEDCO System
References Available Upon Request