Charlotte Hankins
Petersburg,VA
Summary
Dynamic professional with a proven track record at CorVel and Acosta Sales & Marketing, excelling in roles that demand exceptional service delivery and team leadership. Skilled in Microsoft Excel and adept at verbal communication, I've significantly enhanced customer satisfaction and team performance. Expert at leveraging technical and interpersonal skills to exceed service standards and achieve goals.
Dynamic administrative professional and leader with 15+ years of experience playing key role in attaining daily objectives and long-term goals across diverse office platforms. Strongly committed to raising productivity and service quality via strategic planning and allocation of resources as well as implementation of process improvements. Skilled cooridnator and liaison with superior communication, computer, support and organizational skills.
Overview
17
17
years of professional experience
Work History
Support Coordinator
CorVel
09.2018 - Current
- Kept high average of performance evaluations.
- Trained team members on service now application and daily Queue.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Investigated and resolved customer inquiries and issues quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Claims Assistant
CorVel
07.2016 - 10.2018
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Maintained up-to-date knowledge of product and service changes.
District Manager
Acosta Sales & Marketing
07.2007 - 12.2015
- Supervised various locations, enforcing high-quality standards of operation.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Managed over 24 employees and 3 states.
Education
No Degree - Computer Science
J. Sargeant Reynolds Community College
Richmond, VA06-1988
Skills
- Microsoft Access
- Microsoft Excel
- Verbal and written communication
- Report analysis
- Care MC
- Five 9
- Authority
- Service Now
- Outlook
- Word
- PowerPoint
Timeline
Support Coordinator
CorVel
09.2018 - Current
Claims Assistant
CorVel
07.2016 - 10.2018
District Manager
Acosta Sales & Marketing
07.2007 - 12.2015
No Degree - Computer Science
J. Sargeant Reynolds Community College
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