1. Robin Hicks
Summary
Customer service specialist qualified by 25 years experience in Sales, Service and
Support. Technical Support Specialist qualified by 4 years, 8 years experience in the
Hotel and Resort industry, 9 years Management. Problem solver with excellent
communication skills, detail oriented, multitasking and a team player. Job performance
acknowledged by both customers and management.
Areas of Expertise: Computer Competencies:
Sales Windows NT
Customer service Windows XP, 7, 8.1, 10
Fund Raising Remedy
Staff Training PC Anywhere
Restaurant Management Global Distribution Systems
Database management Telnet
Collections Microsoft SQL Server 6.5
Hotel Management MS Office Products
Networking Magellan
Warehouse Management Karma
Inventory Management Computer Hardware
Achievements:
Recognized by company management and assigned to resolve more highly complicated
and sensitive issues.
Results: Exceeded management and client expectations.
Selected by company management in the training and mentoring of new employees.
Results: 100% success rate of trainees.
Recognized by letters of recommendation from both internal and external company
management for job well done.
Results: Rapid advancement to supervisory or management positions.
Exceeded company standards in statistics and monitoring results.
Results: Excellent evaluations and reviews.
(480) 709-1900 15013 W Mauna Loa LN robinjhicks@yahoo.com
Surprise, AZ 85379 Page 1

2. Robin Hicks
Professional Experience
RemX/McKesson 12/15-03/16
Insurance Specialist/Contractor
Insurance specialist duties are to place outbound calls to Insurance payers on time
sensitive deadlines to ensure providers are able to administer much needed medication to
their patients. Duties include retrieving eligibility and benefits, prior authorization, pre-
determination, and specialty pharmacy information. Ensuring all billable codes are
covered by the payers and whether Prior Authorization or Pre-Determination is needed
and by sending Preliminary benefit summaries to the providers. Once the benefits and
Authorization or Determinations are complete, the Final benefit summary is sent to the
Provider. Entering all Provider, Patient, Benefits, Prior Authorization information into the
patient account is required to complete the process.
Tex-AZ 06/15-12/15
Parts Driver
Parts driver for multiple warehouse facilities. To ensure facilities receive auto parts in
timely manner.
United Healthcare 02/15-05/15
Provider Phone Representative
Provider services in a high volume inbound call center with emphasis on first call
resolution. Providing services in claims and claim adjustments and appeals, Tracking
CPT codes for prior authorization on state and national prior authorization lists, reading
benefit summery to ensure providers understand benefit of service and payment. Helping
providers that are paid to track payments and resubmission for incorrectly keyed claims.
Provider services works with both community and state plans Medicare and Medicaid.
Humana/ Rightsource 5/14-02/15
Customer Care Pharmacy Specialist
Customer service in high volume inbound/outbound call center with emphasis on first
call resolution. Helping Medicare and Commercial member’s enrollment and new
prescription medications. Maintaining billing and account information. Setting up refill
orders and tracking orders that have been shipped. Member enquiries in all aspects of
pharmacy concerns. Research member information in multiple software and web
programs. Document each call twice within each member account. Attain minimum 95%
QA on all calls and 90% on customer echo scores. Highly detail oriented position with
emphasis in time management.
(480) 709-1900 15013 W Mauna Loa LN robinjhicks@yahoo.com
Surprise, AZ 85379 Page 2

3. Robin Hicks
Corestaff/Shutterfly 09/13-05/14
Customer Service Hybrid/Temp to hire
Website Customer Service and Support via Phone, email and chat. Inbound calls for all
brands as well as mobile app support, and yearbook support. Escalated Tier Two and
supervisor calls and emails. Creating an incident in ticketing software and documentation
in member accounts for each call. Maintaining performance levels above company
minimum requirements in QA. Floor support for peers. Assisting Management with
special assigned tasks. Assistant trainer and mentor. Cross trained for all Shutterfly
brands Shutterfly, Tinyprints, Wedding Paper Divas, Treat.
Synergy Solutions/Shutterfly 09/11-9/13
Customer Service/Temp to hire
Website Customer Service and Support via Phone, email and chat. Escalated Tier Two
and supervisor calls and emails. Creating an incident in ticketing software and
documentation in member accounts for each call. Maintaining performance levels above
company minimum requirements in QA. Floor support for peers. Assisting Management
with special assigned tasks. Assistant trainer and mentor.
Sonic Wall/Insight Global 06/11-09/11
Contractor - Customer Service
To field calls for technical engineers and insure proper routing. Minor technical services
involving online support up to full system down issues.
University of Phoenix/Apex Systems Inc. 12/09-06/10
Technical support specialist
To support all hardware and software issues for students, staff and faculty and to log all
issues in Heat program in detail as to the issue call was pertaining to. Support browsers in
various Windows and Mac environment. Support hardware (desktop, laptop, printer,
various modem types, scanners). Support proprietary software and programs used by the
school for students, staff, and faculty.
Gurus2go 08/09-11/09
Contractor -Dispatcher
Fielding calls from customers and technicians for electronics repair. Reconciling parts
and billing. Dispatch repairmen nation wide for on site repair jobs.
(480) 709-1900 15013 W Mauna Loa LN robinjhicks@yahoo.com
Surprise, AZ 85379 Page 3

4. Robin Hicks
MDS Communications Inc. 07/08-08/09
Contractor -Fund Raiser
High volume call center 80 call an hour. Requesting donations for non profit
organizations for multiple Right to Life Organizations, RNC, Jay Sekulow’s ACLJ,
Jonathon Burris’s Jewish Voice Ministries, St. Jude’s Children’s Hospital, etc.
Kentucky Fried Chicken, Tempe, AZ 10/07-07/08
Assistant Unit Manager
Managing all aspects of daily restaurant routine. Assigning tasks to worker. Reconciling
cash drawers and safe. Cleaning assignments. Ordering food supplies. Scheduling.
Restaurant maintenance. Staff hiring and training.
Education
Southwest Academy of Technology, Phoenix, AZ 1987-1990
Associates Degree in Architectural drafting and design. The classes consisted of eighteen
months of manual board drafting classes and eight months of computer aided drafting. I
graduated with a 4/0 GPA and four academic achievement awards.
Grand Canyon University, Phoenix, AZ 2014-Present Bachelors Program – Christian
Studies – Current Student
Community activities:
Starting Point Advisor and Campus Leader for Global Outreach Ministries Central
Christian Church Gilbert Campus.
Professional References:
Christopher Harless, University of Phoenix 602-541-7869
Thomas Grube, Choice Hotels Int. 602-524-4689
Johnny Thomas, Shutterfly Inc. 602-697-1759
Mark Blachley, Shutterfly Inc. 602-448-2421
(480) 709-1900 15013 W Mauna Loa LN robinjhicks@yahoo.com
Surprise, AZ 85379 Page 4