Shaniqua Hawkins
Waldorf,MD
Summary
Adept at dispute resolution and client support, my tenure at J29 Inc honed my analytical thinking and problem-solving abilities, leading to a significant reduction in case volume. With a track record of enhancing customer satisfaction and a knack for effective communication, I excel in high-pressure environments, consistently exceeding performance metrics.
Overview
4
4
years of professional experience
Work History
Dispute Resolution Analyst
J29 Inc
Millersville, MD
07.2023 - 09.2024
- Investigate and analyze financial transactions and discrepancies.
- Communicate effectively with clients, colleagues, and healthcare providers.
- Followed federal and state guidelines when analyzing cases.
- Negotiated successfully between various parties involved in disputes or conflicts, achieving mutually beneficial outcomes whenever possible.
- Contributed to a high-performance work culture through active participation in team meetings, brainstorming sessions, and ongoing professional development activities.
- Managed a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.
- Maintained comprehensive documentation of all cases handled, ensuring accuracy and accessibility of information for future reference.
Client Support Specialist
ICF International Inc.
Baltimore, MD
01.2022 - 05.2023
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Performed duties related to establishing, child support, custody, and paternity testing.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Assisted clients with navigating the company portal.
Customer Service Representative
Platinum Choice Healthcare
Tampa, FL
06.2020 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma - General Studies
Thomas Stone High School
Waldorf, MD06.2012
Skills
- Compliance Awareness
- Goal Driven
- Adaptability
- Leadership
- HIPPA Regulations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Bill Payment and Recordkeeping
- Active Listening
- Proactive and Self-Motivated
- Relationship Building
- Microsoft Office
- Data Entry
- Handling Confidential Materials
- Analytical Thinking
- Professionalism
- Complaint resolution
- Data Analysis
Timeline
Dispute Resolution Analyst
J29 Inc
07.2023 - 09.2024
Client Support Specialist
ICF International Inc.
01.2022 - 05.2023
Customer Service Representative
Platinum Choice Healthcare
06.2020 - 01.2022
High School Diploma - General Studies
Thomas Stone High School