Ariyanna Hawkins
Franklinton,NC
Summary
Dynamic customer service professional skilled in problem resolution and active listening. Proven ability to manage high-volume calls and train team members, enhancing overall service delivery.
Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Alorica
Remote
08.2025 - Current
- Selected as a Subject Matter Expert (SME) based on strong performance, leadership, an product knowledge
- Supported 8 different training waves while assisting over 20 agents at a time with questions, escalations, and live call support.
- Resolved customer inquiries and issues through effective problem-solving techniques.
- Managed high-volume calls while maintaining professionalism and composure.
- Trained new team members on customer service protocols and best practices.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed training materials that streamlined onboarding process for new hires.
- Analyzed customer feedback data to identify trends and opportunities for improvement.
Customer Service Representative
Everise
Remote
06.2023 - 02.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Managed high-volume calls, ensuring timely and accurate responses to customer issues.
Front End Team Lead
Food Lion Store
Franklinton, NC
08.2022 - 03.2023
- Led front-end operations, ensuring smooth customer experiences and efficient transaction processing.
- Trained and mentored team members on customer service best practices and product knowledge.
- Implemented process improvements that enhanced checkout speed and accuracy.
- Coordinated staff schedules to optimize coverage during peak hours and reduce wait times.
- Monitored inventory levels, ensuring products were stocked and accessible for customers.
- Conducted performance evaluations for team members, fostering professional growth and accountability.
- Completed bi-weekly payroll for 2 employees.
Bank Teller 1
Friendly Check Cashing
Franklinton, NC
06.2020 - 08.2022
- Processed customer transactions efficiently, ensuring accuracy and compliance with bank policies.
- Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
- Maintained cash drawer integrity through diligent tracking and reconciliation of transactions.
- Educated clients on services offered, enhancing customer satisfaction and promoting additional offerings.
- Verified customer identity and ensured compliance with bank security
- Worked in face paced environment while meeting daily goals
Education
High School Diploma -
Southern Vance High School
Henderson, NC06.2016
Cosmetology Liscense -
Aveda Institute
Chapel Hill, NC02-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Outlook
- Microsoft applications
- Computer proficiency
- Payment processing
- Complaint resolution
- Client relations
- Call center operations
- Professional telephone demeanor
- Appointment scheduling
- Paperwork processing
- Order processing
Timeline
Customer Service Representative
Alorica
08.2025 - Current
Customer Service Representative
Everise
06.2023 - 02.2025
Front End Team Lead
Food Lion Store
08.2022 - 03.2023
Bank Teller 1
Friendly Check Cashing
06.2020 - 08.2022
High School Diploma -
Southern Vance High School
Cosmetology Liscense -
Aveda Institute