Khrisna Hawkins
Mesa,AZ
Summary
Dynamic Care Specialist II at State Farm with a proven track record in policy analysis and problem resolution. Enhanced customer satisfaction through effective communication and empathy, consistently exceeding performance goals. Skilled in billing and disbursement processing, I thrive in high-pressure environments, ensuring timely and accurate service delivery.
Overview
16
16
years of professional experience
Work History
Care Specialist II
State Farm
Tempe, AZ
07.2023 - Current
- Exceeded performance goals consistently by demonstrating superior Life policy knowledge, billing and disbursements when assisting customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information to both customers and agents
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Identified customer issues with policy products, forecast, and financial services, investigated causes and initiated resolutions.
- Navigated multiple computer systems and applications to find information.
Customer Service Representative
Majorel
Chandler, AZ
12.2020 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Care Representative
Express Scripts
Tempe, AZ
12.2018 - 08.2020
- Helped large volume of customers every day with Prescriptions for DOD service men and women positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Accounts Payable Clerk
Robert Half - Accounting
San Francisco, CA And Burbank, CA
03.2009 - 11.2018
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Prepared vendor invoices and processed incoming payments.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Maintained good working relationships with vendors and resolved disputes.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Streamlined invoice processing by implementing efficient filing and tracking systems.
- Maintained accurate financial records by regularly reconciling accounts payable transactions.
Education
No Degree - Accounting With Business Applications
University of Phoenix
Tempe, AZHealed Business College
Skills
- Policy analysis and maintenance of beneficiaries, policy documentation, application underwriting procedures
- Policy Billing, account operations, disbursement processing
- Software skills (OSC, LPAT, Linux)
- Problem resolution
- Organizational skills
Timeline
Care Specialist II
State Farm
07.2023 - Current
Customer Service Representative
Majorel
12.2020 - 06.2023
Customer Care Representative
Express Scripts
12.2018 - 08.2020
Accounts Payable Clerk
Robert Half - Accounting
03.2009 - 11.2018
No Degree - Accounting With Business Applications
University of Phoenix
Healed Business College