Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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, AZ

Healed 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

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