Hawkins Donel
Jacksonville,FL
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Okta
01.2019 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Education
High School Diploma -
Cahokia High School
Cahokia Heights, Illinois05.2020
Skills
- Patient Interviews
- Customer Implementation Support
- Cataloging
- Information Extraction
- Billing Adjustments and Refunds
- Corporate Standards
- Verifying Coverage
- Contract Negotiation Expertise
- POS Inventory System Operation
- Client Development and Retention
- Customer Relations
- Organizational Leadership
Timeline
Customer Care Representative
Okta
01.2019 - Current
High School Diploma -
Cahokia High School
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