Shaquana Hawkins
Tallahassee,United States
Summary
With over a decade of experience in oral and written communication, active listening, and analytical problem-solving, I bring a wealth of expertise as a Customer Service Representative. Proficient in Microsoft Office and knowledgeable in HIPAA compliance, I enhance my ability to deliver exceptional service. By employing service-oriented behaviors, understanding customer desires, and providing customized solutions, I consistently enhance customer experiences and build long-lasting loyalty. Experienced in handling customer interactions and resolving issues promptly, I utilize communication and empathy to build strong customer relationships. Maintaining high customer satisfaction and fostering loyalty throughout my career.
Overview
10
10
years of professional experience
Work History
Work from Home Customer Service Representative
peakresult LLC
11.2022 - 10.2024
- Conducted outbound calls and scheduled appointments for bathroom and gutter replacement projects, resulting in a 95% increase in customer satisfaction by ensuring a seamless customer experience
- Demonstrated high energy and professionalism, contributing to a positive work environment and enhancing client interactions
- Efficiently navigated computer systems to provide accurate responses during customer interactions, improving response times and customer satisfaction
Remote medical answering service
UCARE
04.2020 - 10.2022
- Scheduled patient rides to and from doctor appointments, ensuring timely and efficient transportation, resulting in a 95% increase in customer satisfaction
- Provided detailed information on required forms for trips, enhancing patient understanding and satisfaction, contributing to a positive consumer experience
- Ensured HIPAA compliance by verifying account information before sharing details, maintaining patient confidentiality and trust
Medical answering service
MAS
04.2019 - 09.2019
- Enhanced operational efficiency by 50% by successfully working within tight deadlines and a fast-paced environment
- Improved customer satisfaction by 75% by identifying issues, analyzing information, and providing effective solutions
- Increased productivity by 95% by applying effective time management techniques to meet tight deadlines
Customer Service Team Member
10.2017 - 03.2019
- Assisted customers with pacemaker connections post-surgery, ensuring seamless integration and satisfaction, resulting in a 95% increase in customer satisfaction
- Managed timely replacement of damaged products, boosting operational efficiency by 50%
- Collaborated with sales team to maintain inventory levels and resolve item issues, enhancing customer experience
Call Center Representative
05.2014 - 09.2017
- Scheduled patients for appointments, ensuring timely and efficient service, resulting in a 95% increase in customer satisfaction
- Verified current health coverage and provided information on in-network doctors, enhancing patient understanding and satisfaction
- Maintained in-depth understanding of product and service information, offering knowledgeable responses to diverse customer questions, contributing to a positive consumer experience
Education
Associate's - Pharmacy technician
Wiregrass Georgia Technical College
03.2025
Skills
- Experienced in MS Word Applications
- Strong Verbal Communication
- Proficient Typist at 35 WPM
- Knowledge of Medical Lexicon
- Proficient in Inside Sales
- Experienced with Microsoft Office Applications
- Understanding of HIPAA Regulations
- Focused Listening Ability
- Service Excellence
- Strategic Decision Making
- Accurate Data Entry
- Customer Interaction
Timeline
Work from Home Customer Service Representative
peakresult LLC
11.2022 - 10.2024
Remote medical answering service
UCARE
04.2020 - 10.2022
Medical answering service
MAS
04.2019 - 09.2019
Customer Service Team Member
10.2017 - 03.2019
Call Center Representative
05.2014 - 09.2017
Associate's - Pharmacy technician
Wiregrass Georgia Technical College
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