Shaniqua Hawkins
Waldorf,MD
Summary
Results-driven customer service professional with 4+ years of experience delivering exceptional support and improving customer satisfaction. Expertise in handling complex issues, and streamlining service processes. Skilled at de-escalating difficult situations, resolving complaints, and maintaining a professional and empathetic approach. Consistently meets performance targets and customer satisfaction goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sr. Benefits Disability Outreach Specialist
Centauri Health Solutions Inc - Human Arc
12.2025 - Current
- Made 40-60 inbound and outbound calls per day with LIVEVOX.
- Assisted potential clients with applying for SSI and SSD.
- Conducted needs assessments to identify disabilities and impairments.
- Maintained accurate records of client interactions, progress, and outcomes using CRM software for efficient reporting purposes.
- Built trust with clients by consistently following up on progress and offering additional support when needed, fostering long-lasting relationships.
- Offered personalized support to individuals needing disability services.
Licensed Health Insurance Agent
Bloom Insurance Agency
Bloomington, IL
03.2025 - 01.2026
- Educated clients on health insurance options and benefits to enhance informed decision-making.
- Answered 40-60 inbound calls per day.
- Assisted with policy renewals and enrollment processes.
- Conducted needs assessments to identify appropriate coverage for my clients.
- Developed comprehensive knowledge of available health plans, enhancing ability to provide accurate information.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
Customer Service Representative
TTEC
Englewood, CO
03.2022 - 01.2024
- Answered 40-60 calls per day.
- Assisted customers with product selection, account management, and pharmacy service-related questions.
- Utilized CRM systems to document interactions and track customer issues efficiently.
- Managed high-stress situations effectively, while maintaining professionalism under pressure
- Resolved customer complaints with empathy.
- Developed rapport with customers, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Thomas Stone High School
WaldorfSkills
- Salesforce
- Customer relationship management (CRM)
- Call Center
- Collaboration and teamwork
- Case management
- Data entry software
- Active listening
- Customer service
- Microsoft Software
- HIPAA compliance
- Insurance verification
- Empathy and patience
- Problem-solving
Certification
Health Insurance License
Timeline
Sr. Benefits Disability Outreach Specialist
Centauri Health Solutions Inc - Human Arc
12.2025 - Current
Licensed Health Insurance Agent
Bloom Insurance Agency
03.2025 - 01.2026
Customer Service Representative
TTEC
03.2022 - 01.2024
High School Diploma -
Thomas Stone High School