Summary
Overview
Work History
Education
Accomplishments
Timeline
Generic

Kenyatta Edwards Hawkins

Darlington,SC

Summary

Professional leader with substantial experience in managing and developing customer care teams. Strong emphasis on team collaboration and achieving tangible results, adaptable to changing needs. Proven skills in staff supervision, operational oversight, and client support and procedures. Known for reliability, strategic planning, and effective communication.

Overview

19
19
years of professional experience

Work History

Unit Manager III

Assurant
09.2023 - Current
  • Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
  • Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
  • Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence in patient care.
  • Mentored new hires during orientation periods for seamless integration into the team while maintaining high-quality patient care standards.
  • Assisted in development and implementation of policies, procedures, and regulations for unit operations.
  • Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
  • Increased staff retention rates with supportive leadership techniques, mentoring programs, and positive work environment initiatives.
  • Handled complaints from customers', client and internal partners and immediately took steps for quick resolution and to prevent reoccurrence.
  • Collaborated with senior management to maintain daily operations.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Led team to exceed performance goals through strategic planning and effective resource allocation.
  • Fostered culture of excellence and continuous improvement, organizing regular team-building activities.

Unit Manager II

Assurant
05.2019 - 09.2023
  • Developed strong working relationships with peers, associates, senior leadership and client staff for cohesive team functioning.
  • Handled complaints from customers', client and internal partners and immediately took steps for quick resolution and to prevent reoccurrence.
  • Implemented evidence-based practices within the team to enhance overall quality of service provided to customers'.
  • Participated actively in meetings to contribute insights from a Unit Manager perspective.
  • Boosted customer satisfaction by ensuring high-quality service standards were consistently met.
  • Improved employee retention with comprehensive mentorship and feedback system.

Unit Manager I

Assurant
11.2006 - 02.2017
  • Developed strong working relationships with Associates, Client, Peers and Senior Leadership cohesive Team functioning.
  • Improved employee retention with comprehensive mentorship and feedback system.
  • Boosted customer satisfaction by ensuring high-quality service standards were consistently met.
  • Fostered culture of excellence and continuous improvement, organizing regular team-building activities.
  • Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
  • Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
  • Drove significant improvements in team morale and engagement.
  • Fostered culture of continuous improvement, encouraging innovation and adaptability among team members.

Branch Manager

Springleaf Financial Services
11.2006 - 02.2017
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Developed strategic plans for day-to-day financial operations.
  • Complied with established internal controls and policies.
  • Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
  • Enhanced branch visibility and market presence by orchestrating community engagement initiatives.
  • Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
  • Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
  • Created and executed marketing strategies, increasing brand awareness and attracting new customers.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Examined customer loan applications for loan approvals and denials.
  • Consulted customers to boost product sales and services.
  • Complied with regulatory guidelines and requirements.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol

Education

High School Diploma -

Darlington High
Darlington, SC
05-1996

Accomplishments

    Experienced and Knowledge of loan servicing software and processing systems.

    Proficient in identifying quality opportunities and creating action plans/training material for improvement.

    Selected by leadership to participate in round table discussions for Insurance Tracking Customer Care

    Certified Interview for Assurant

    Promoted to UM III in Sept 2023

    Promoted to UM II in May 2019

Timeline

Unit Manager III

Assurant
09.2023 - Current

Unit Manager II

Assurant
05.2019 - 09.2023

Unit Manager I

Assurant
11.2006 - 02.2017

Branch Manager

Springleaf Financial Services
11.2006 - 02.2017

High School Diploma -

Darlington High

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Kenyatta Edwards Hawkins