Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Personal Information
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SELENA HICKS

Elizabethtown,KY

Summary

Dynamic professional with a robust background in customer relations and account management, dedicated to enhancing client satisfaction and driving business growth. Highly skilled in resolving complex issues through effective communication and innovative problem-solving techniques. Recognized for fostering team collaboration and adapting to evolving priorities in fast-paced environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Lead Customer Service Account Executive

Couranto
01.2025 - Current
  • Manage a high-volume ticketing system and email queue, ensuring timely and accurate resolution of client inquiries and service requests.
  • Lead order renewal and fulfillment processes, coordinating with vendors and internal teams to meet client expectations and delivery timelines.
  • Conduct regular client meetings to assess needs, provide updates, and strengthen long-term relationships.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Technical Support Representative

Conduent Business Services
07.2019 - 01.2025
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions.
  • Managed high levels of call flow and responded to technical support needs.
  • Mentored junior technical support representatives, enhancing their problem-solving skills and boosting team performance.
  • Managed escalated cases with priority attention, ensuring prompt resolution while maintaining positive relationships with high-value clients.
  • Served as an integral part of the organization's customer success strategy by consistently exceeding key performance indicators in areas such as resolution rate, response time, and customer satisfaction.

Product Technician Welder

Metalsa
02.2015 - 03.2019
  • Welded Ford F150 frames in multiple positions with quality precision.
  • Conducted quality checks on welded components and full frames.
  • Increased workplace safety by maintaining a clean and organized work environment, adhering to all safety protocols.
  • Managed multiple projects simultaneously while meeting deadlines under high-pressure situations without compromising quality results.

Education

Associate in Engineering Technology - Computer and Information Systems

Elizabethtown Community & Technical College
Elizabethtown, KY
5 2026

Skills

  • Remote Work & Self-Motivation
  • High-Volume Ticket Management
  • Technical Troubleshooting (Mac & Microsoft Systems)
  • Leadership & Team Support
  • Zendesk expertise
  • Email etiquette
  • SaaS
  • Tier 2 Help Desk

Accomplishments

  • Promoted to Senior Help Desk after six months of employment.
  • Participated in company-wide incentive programs that drove performance and engagement.
  • Increased resolved job ticket volume by 30% year over year.

Certification

A + Prep

Computer Tech Basic

Timeline

Lead Customer Service Account Executive

Couranto
01.2025 - Current

Technical Support Representative

Conduent Business Services
07.2019 - 01.2025

Product Technician Welder

Metalsa
02.2015 - 03.2019

Associate in Engineering Technology - Computer and Information Systems

Elizabethtown Community & Technical College

Personal Information

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