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Customer Service Health Care

Milwaukee, Wisconsin, United States
March 01, 2018

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Sharon Y. Hawkins

**** ***** ****** ****** •Saint Francis, Wisconsin 53235 • 414-***-**** •

Professional Summary

Dedicated professional with bachelor’s degree searching for a challenging position within customer service that will allow the use and growth of administrative skills and interpersonal abilities for career advancement. Able to deal with impatient and irate customers with professionalism and efficiency. I am seeking to implement the use of my strong analytical, data entry skills & technology with internal & external customers to support clients and ensure a high level of satisfaction. Strengths include:

Time Management

Superb oral, written, interpersonal & communication skills

Proficient with Word, Excel & clinical documentation databases

Call Center

Culturally Sensitive

Support diversity

Wage, Salary Administration and Fair Labor Standards Act

45+ WPM



Answered inbound calls from customers/agents/contractors and assisted with concerns

Managed customer information accordingly and with the utmost discretion

Coordinated recruiting efforts through direct hire in addition to screening, initiating test, and hiring new staff

Coordinated and maintained staffing materials; ensured accuracy, completeness and distribution.

Coordinated documentation between supervisory staff, HR offices, and payroll department

Trained, mentored, and evaluated new staff as directed

Tracked recruiting and employee turnover statistics as well as performed exit interviews

Developed new programs to increase retention of new staff.

Planned, developed, and conducted safety meetings in addition to assisting in the development and implementation of procedures, policies, programs relating to field safety

Audited safety performance through observation and inquiry

Evaluated changing department and field service needs and prioritized work accordingly

Customer Service:

Documented information completely and accurately in all currently supported systems in a timely fashion

Experience with navigating, filtering & analyzing reports in Microsoft Excel

Able to complete daily reports, manage databases, create, edit, copy, send and save documents and correspondence in Microsoft Word & Outlook

Listened to customer’s concerns and answered questions in a clear and efficient manner

Assisted customers with billing, payment, collections, credit reporting, move & onsite work request/orders with a friendly and helpful attitude

Performed as a professional resource for all levels of employees while providing expert perspective on office and field safety & performance

Managed time effectively to ensure productivity goals were always met

Ensured full adherence to the organization’s Equal Employment Opportunity Act (EEO) & to the Affirmative Action Program (AAP)

Sharon Y. Hawkins

4049 South Kansas Avenue •Saint Francis, Wisconsin 53235 • 414-***-**** •

Medical & Dental Health Care:

Coordinated staff and patient schedules


Assisted with NCQA Accreditation

Maintained HIPPA privacy requirements

Counseled patients on treatment plans

Maintained daily account ledgers, investigated aging reports and resolved billing & claim issues

Answered inbound calls from patients and providers regarding medical claims & appointments

Scheduled payment arrangements, initiated collections, and prepared pre-authorizations for insurance companies

Fabricated custom trays, mouth splints, and whitening trays & completed full mouth radiographs as prescribed

Assumed maintenance of office & dental equipment as necessary

Troubleshot and resolved problems, mediated staff disputes, and handled customer complaints


We – Energies, Milwaukee, WI

Customer Care Consultant 2016-2018 Senior Seasonal Field Technician 2004-2016

Fiduciary Real Estate Development, Inc., Milwaukee, WI 2015-2016

Professional Leasing Agent

The Dieringer Research Group, Inc. Milwaukee, WI 2000-2002 Interviewing Personnel Coordinator / Telephone Interviewer

Dr. Daniel P. Malloy, Milwaukee, WI 1999-1999

Office Manager

Dr. Sandra Casper, Fox Point, WI 1997-1999

Lead Dental Assistant

Northpoint Dental 1997-1994

Certified Dental Assistant


Concordia University Milwaukee, WI 2014

B. A.- Cum Laude - Health Care Management - Specialized courses: Human Resource Management, Speech Communication, Critical Thinking, Marketing Management, Health Care Marketing, Financial Issues in Health Care, Accounting, Health Care Ethics, Cross Cultural Studies, Epic/EMR, HEDIS, STARS

Milwaukee Area Technical College 2001

Computer Fundamentals, Help Desk Concept, PC Systems Servicing, PC Systems Troubleshooting, Networking Technology and Practices, Electrical Assembly, Goodwill’s Professional Skills for Life

Four-handed expanded dentistry, Dental Health Terminology, Coronal Polishing, Radiography, OSHA Training and Inventory Control 1994

First Aid and CPR Certified 2016


Member of IBEW Local 2150 2004-Present

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