Dyveonne Hawkins
Red Oak,TX
Summary
More than 10 years successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills: Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word. Ability to train, motivate, a team player, acknowledged as “Total Quality Customer Service Professional.” Dedicated to process improvement, high customer service standards, devoted to data integrity.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
Work History
Signet Jewelers
10.2020 - Current
- Ability to work independently in a fast-paced environment
- Strong communication skills both verbal and written
- Collaboration
- Strength in ability to acknowledge, empathize and authentically apologize to guests
- Advanced technical proficiency with Microsoft Suite
- Navigation of web browsers, use of multiple screens
- Ability to troubleshoot basic technical issues
- Specialized programs/applications such as UPS Quantum View, Vendor platforms, Radial Now, LP Report Activities
- Tools such as NBA, Clienteling and KB
- Ability to multi-task
- Negotiations both service and sales
- Ability to easily adapt to change
Service Desk Analyst
DXC
02.2020 - 08.2020
- Company Overview: Plano, TX
- Provided base level IT support to non-technical personnel within the business
- Installed software, modified and repaired hardware and resolved technical issues
- Managed call flow and responded to technical support needs of customers
- Met and exceeded company sales and productivity goals in under 7 minutes
- Resolved customer issues in a clear, courteous and straightforward manner
- Always demonstrate professionalism and courtesy with customers
- Identified and solved technical issues with a variety of diagnostic tools
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Participated in various incentive programs and contests designed to support achievement of production goals
- Plano, TX
Verifications Specialist
ACARA Solutions, HMS
06.2019 - 10.2019
- Company Overview: (Contract)
- Research and verify eligibility information via online lookups to carrier eligibility websites or by phone with various carriers and updates the state MMIS system
- Ability to verify 235 policies or more per your shift
- Ability to be very detailed when verifying and updating insurance coverage, back dating and rolling coverage dates back
- Maintain an accuracy of 99% or above on all work activities per contractual obligation with state
- Ability to work proficiently with company software used on the project
- Working knowledge of HIPAA privacy and security rules
- Ability to maintain a high level of confidentiality and ethics
- Ability to multi-task and prioritize effectively, and maintain a professional demeanor at all times
- (Contract)
Patient Care Coordinator
Alliance Rx
11.2018 - 02.2019
- Company Overview: (Contract)
- Inbound phone calls, fast pace environment, calls from patients needing to schedule for Rx delivery from the Specialty Pharmacy
- Customer service in relation to their drug prescriptions, clinical services, billing inquiries, patients’ suggestions and complaints
- Placed orders for shipping and tracking of deliveries
- Updated payment methods for patients
- Performed test claims as well as update Insurance coverage
- (Contract)
Claim Associate-ILR
State Farm
01.2017 - 03.2018
- Company Overview: (Contract)
- Inbound phone calls fast paced environment to take loss reports
- Ensuring prompt routing to other teams
- Listen and communicate clearly, professionally and empathetically
- Ability to multi-task and adapt to changing environment
- Escalate problems or inquiries as needed
- Able to educate the customer on the claim process
- Handle multiple computer applications while helping customers on the phone
- (Contract)
Health and Benefit Consultant
Mercer
08.2016 - 01.2017
- Company Overview: Various Clients, Ross, Halliburton, PG&E, FIS, Honda, Capital One, AEP
- Open Enrollment and ongoing benefits, providing assistance with managing health benefits enrolling, and dis-enrolling
- Processing qualifying life events for participants that inquire a life status change, birth, marriage, divorce, lose coverage
- Directing participants needing assistance with COBRA, Wage Works, and HR issues
- Submit service request for escalated matters that need immediate assistance, emergency updates
- Various Clients, Ross, Halliburton, PG&E, FIS, Honda, Capital One, AEP
Tier 2 Technical Support Customer Care
Telvista
03.2014 - 06.2014
- Company Overview: (Contract)
- Assisting customers with installation of wireless routers and basic home network setup and VoIP
- Assisting co-workers with helpdesk protocols and procedures
- Providing 2nd tier support for TV, Internet and phone issues
- Reviewing refund request and credit adjustments submitted by Customer Care
- Reply to customer emails regarding: account status, cancellations and technical issues
- Providing excellent customer service skills with a quality rating of over 95%
- Assisting end-users with connectivity to wireless networking using all current laptop and PDA operating systems
- Assisting end-users with billing issues
- (Contract)
Customer Service Representative
Secureus
11.2011 - 04.2012
- Company Overview: CSI Staffing (Contract)
- Provided accurate and appropriate information in response to customer inquiries
- Performed credit checks for approval for customers to receive prepaid calls from loved ones incarcerated
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Call center with inbound calls from auto dialer
- CSI Staffing (Contract)
Education
Associate of Arts Degree -
Tarrant County Community College
Arlington, TX11.2024
Diploma -
Town View Magnet Business Cluster
01.1996
Skills
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Active listening
- Problem resolution
- Multitasking Abilities
- Excellent communication
- Calm under pressure
Locations
- Plano, Plano, TX, 75075
- Irving, Irving, TX, 75061
- Dallas, Dallas, TX, 75201
- Arlington, Arlington, TX, 76010
Timeline
Signet Jewelers
10.2020 - Current
Service Desk Analyst
DXC
02.2020 - 08.2020
Verifications Specialist
ACARA Solutions, HMS
06.2019 - 10.2019
Patient Care Coordinator
Alliance Rx
11.2018 - 02.2019
Claim Associate-ILR
State Farm
01.2017 - 03.2018
Health and Benefit Consultant
Mercer
08.2016 - 01.2017
Tier 2 Technical Support Customer Care
Telvista
03.2014 - 06.2014
Customer Service Representative
Secureus
11.2011 - 04.2012
Diploma -
Town View Magnet Business Cluster
Associate of Arts Degree -
Tarrant County Community College
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