Sheana Hicks

Sheana Hicks

Work History

Work History
Aug 2013 - Jun 2014

Tax Technician

State of California, Franchise Tax Board

Responsible for providing customer service in a contact center environment, responds to incoming telephone calls from taxpayers and their representatives regarding tax filing assistance, general tax questions, and delinquent tax issues. Explains general tax laws, the basis of assessments, handles liability disputes, establishes Installment Agreements, and explains levy related activities and requests for account adjustments. Able to deal with irate contacts and apply quality customer service objectives.

Mar 2013 - Jul 2013

Key Data Operator

State of California, Franchise Tax Board

Operator Responsible for keying, correcting and verifying personal income tax returns using "Key from Image' software. Data Entry in a high volume, production based environment, 10 key by touch, able to work effectively and independently, able to be positive and flexible in response to changing workloads and priorities, willingness to adjust work to meet operational needs.

Jun 2012 - Mar 2013

Member Services Representative

Farm Fresh to You

Responded to Member Service inquiries via email, answered incoming calls, provided assistance with scheduling and modifying deliveries, billing and account maintenance.

Apr 2011 - Feb 2012

Customer Service Manager

Thunderbird Forest Products

Route incoming calls, order processing, scheduling inbound and outbound deliveries, prepared packing slips and bills of lading, inventory maintenance, Customer Service and Vendor Relations.

Apr 2010 - Apr 2011

Customer & Administrative Support Representative

Randstad Staffing


  • – Customer Service Rep. (Jan, 2011 – Apr, 2011) 
  • Wells Fargo Wealth Management – Receptionist (Jul, 2010 - Aug, 2010)
  • Roseville Federal Mortgage – Executive Assistant (May, 2010 – Jun, 2010)
  • Shari’s Berries – Customer Service Rep. (Apr, 2010 – May, 2010)
Oct 2007 - Feb 2009

Customer Service Representative - Welcome Calls

Freedom Financial

Senior Member of the Welcome Call Team, responsible for making outbound calls to new customers, introducing them to our Debt Relief Program, reviewing the terms and conditions of their contract. Conducted status checks every 30 days for first 180 days of enrollment. Training and mentoring new team members, drafted all outbound customer email responses for the department.


Aug 2014 - Present

Associate of Arts

American River College

Will be taking courses online beginning 8/23/14

Sep 1999 - Jun 2013

High School Diploma

John F. Kennedy High School





Internet Savvy

Internet Research, Social Media, Website Maintenance, Email Support, Web Chat

Microsoft Office

Word, Excel, PowerPoint, Access, Project, Outlook,


Front Desk, Customer Service Desk

Customer Service

Cashier, Front End Lead, Customer Service Manager, Call Center Agent - Inbound and Outbound Calls, Complaint Handling, Soft Skills

Database & Records Management

Filing, Collating, Proofreading, Editing, Formating

Reports & Spreadsheets

Data Entry

Typing 55 + WPM, 10K KSPH, Word Processing, 10 Key (Touch)