Crystal Hicks

Background

About Crystal Hicks

With over 21 years of leadership, operations management and escalation customer service experience, I am a seasoned and versatile team leader at Cognizant, a leading global professional services company. I have been recognized and promoted for my leadership and analytical skills, my ability to create followership, build credibility, and foster accountability. I receive great satisfaction when I am able to assist others achieve their goals. In addition to leading a team of 18+ advocates and two senior advocates to key performance indicators, I also implement key initiatives such as quality analytics, advocate scorecard, call flow guidelines, refresher training, and on demand analytics. These initiatives have resulted in an increase in overall quality performance by 13.57%, exceeding corporate compliance goals. I am a determined, disciplined, and distinguished!