TALESHA HAWKINS
Customer Service
Bossier City,LA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Dedicated team player adept at managing customer service and claims processing for policyholders. Looking for a long-term position with a growth-oriented company.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Burlington Coat Factory Burlington Stores
Shreveport , LA
2023.01 - 2023.08
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Answered phone calls and responded to questions and concerns.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Interviewed, hired and trained staff to meet company objectives.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Evaluated and authenticated returns, exchanges and voids.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Customer Representative
King's Telephone Answering Services
Shreveport , LA
2022.09 - 2023.07
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Consulted with customers to resolve service and billing issues.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Tech Support/Customer Service Representative
Everise
Yukon , OK
2021.08 - 2022.12
- Help customers resolve technical problems associated with a product or service.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supported customers with online billing, access and account issues.
- Used remote login tools to assist clients with technical and product questions.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Created reports on customer complaints and feedback for management review.
- Recommended upgrades or additional features that could enhance user experience.
Claim Representative
TTEC
2018.02 - 2019.03
- Resolved customer inquiries regarding claim status, payments, and denials in a timely manner.
- Assessed financial losses for claimants and recommended settlement amounts.
- Negotiated settlements with claimants when appropriate.
- Processed new claims quickly and accurately according to company standards.
- Conducted follow-up investigations as needed to ensure accuracy of claim information.
- Adhered to departmental service levels by responding promptly to customer inquiries and requests for assistance.
- Coordinated with medical providers, attorneys, adjusters. as necessary throughout the life cycle of a claim process.
- Developed action plans for resolving difficult claims disputes.
- Organized information by using spreadsheets, databases or word processing applications.
- Examined claims, records and procedures to grant approval of coverage.
- Handled modification and updating of policies.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Handled billing related activities focused on medical specialties.
- Precisely calculated refunds, premiums and adjustments.
- Checked documentation for appropriate coding, catching errors and making revisions.
Education
High School Diploma -
Madison High School
Tallulah, LA05.2011
Skills
- Policy Enforcement
- Delegating Work
- Records Management
- Call Center Operations
- Issue Resolution
- Problem-Solving
- Time Management
- Work Prioritization
- Handling Escalations
- Team Building and Leadership
- Decision-Making
- Team Development
- Positive and Constructive Feedback
- Leading Team Meetings
- Customer Service
- Expertise in Sales
- Training Programs
- Quality Assurance
- Training and Mentoring
- Employee Scheduling
- Research Ability
- Team Building
- Schedule Management
- Customer Relations
- Documentation Research
- Flexible Schedule
- Policy Knowledge
- Workers Compensation
- Policy Understanding
- Accident Review
- Liability and Damage Assessment
- Insurance Claims Review
Certification
- Customer Service & Sales, - 2019
Timeline
Customer Service Supervisor
Burlington Coat Factory Burlington Stores
2023.01 - 2023.08
Customer Representative
King's Telephone Answering Services
2022.09 - 2023.07
Tech Support/Customer Service Representative
Everise
2021.08 - 2022.12
Claim Representative
TTEC
2018.02 - 2019.03
High School Diploma -
Madison High School
- Customer Service & Sales, - 2019
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