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Sheana Hicks

Customer & Administrative Support Specialist

Work experience

Aug 2013Jun 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 2013Jul 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 2012Mar 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 2011Feb 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 2010Apr 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 2007Feb 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 2014Present

Associate of Arts

American River College

Will be taking courses online beginning 8/23/14

Sep 1999Jun 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)


Wade Heiman, Supervisor - Franchise Tax Board

" You understand the importance of processing work accurately by utilizing your procedures, and asking questions as needed."

Flora Bingtan, Supervisor - Franchise Tax Board

" You accept and carry out tasks in a cooperative manner, I can rely on you to complete any tasks that I assign, You are a great worker and require little to no supervision. You are a great example of a hard worker and team player"