Kisha Hawkins

Dallas, TX *****

adyxvw@r.postjobfree.com

+1-214-***-****

Highly COMMITTED provider of Superior Service! Energetic Customer Service Representative with 10 years’ work tenure in high CSTAT’s, quality and attendance for several call center solutions. My success is in the dedication to going above & beyond; delivering meaningful value to Customer Focus for a memorable and positive experience. Always working to boost customer satisfaction for a greater alignment. Prepared to advance in my career, improve overall performance, and profitability, for a challenging new role that conducts and aligns with my vision, mission, & values. Work Experience

Claims Representative Remote (WFH)

Alacrity Solutions - Richardson, TX

November 2021 to Present

Insurance Claims Representative Remote (WFH)

Providing exceptional service to the company's insurance carrier clients and their insureds across all 50 states with credentialed contractors helping with claim service damage to a property. Sustain empathy, support, and going above and beyond to positively impact the customer's experience, from day-to-day claims to peak volume and catastrophe response.

• Handle new {First Notice of Loss (FNOL)} and existing claims through various channels via phone, email, and chat for the company’s insurance carrier clients across North America.

• Dispatch emergency and non-emergency assignments to credential service providers in a quick manner for requested services (assess the situation/damage and prioritize all EMS). Monitor and follow up with the service provider to gain approval for acceptance. Document the assigned contractor provider, comment, update, and send by email.

• Proactively assist insurance customers, agents, and vendors with questions about new and existing claims. Log detailed notes, transferred messages, and contact information for direct providers in the call center database.

• Ability to quickly pivot between tasks for other client programs and campaigns, with a strong knowledge of software applications, scripts, and guidelines. Skills: Dedication and Emotional Intelligence

Empathy, Multitasking, and Prioritizing Calls Based on Urgency and Importance: Time Management Hard Skills: Microsoft Word and Excel/Outlook; Xactanalysis.com; Symbility CoreLogic, Nice CXone

(InContact) AT&T Office @ Hand

Customer Service Representative/Team Lead

PFS WEB - Dallas-Fort Worth, TX

November 2016 to March 2020

Customer Service Representative

• Delivered high-volume, luxury customer service on four concurrent brands of L’Oréal (Lancôme, George Armani, YSL, Victor & Rolf); across multiple contact channels.

• Handle 60-100+ incoming inquiries via phone, email and chat to support consumers about products, services, policies, or procedures, complaints and technical issues.

• Resolve consumer complaints

• Maintain accurate and up-to-date consumer records in the call center database.

• Provide exceptional customer service by being professional, showing empathy, and going the extra mile.

• Met individual performance metrics based on quality, sales target goals and customer satisfaction results.

Promoted to Seasonal Team Lead of four luxury-oriented brands of L’Oréal for 12-15 agents

• Monitor performance by listening to call recordings, reviewing e-mail responses & chat interactions to establish guidelines & quality standards.

• Provide feedback, coaching & training to call center agents based on evaluation outcomes to present areas of opportunity to improve quality performance.

• Collaborating with management & team leads to determine which trainees to retain.

• Conducting workshops & introducing team incentive programs that encourage improvement and consistency.

Skills: Hard Skills -Leadership Development -Client Relationship Management (CRM) -Salesforce Commerce Cloud (SFCC) &

Salesforce Lightning -Zendesk - Microsoft Word & Excel/Office - Eddie & Demandware Bill Collector

Caine & Weiner Collection Agency - Farmers Branch, TX July 2017 to October 2017

Essential Functions:

- Negotiate payments

- Read credit reports

-Knowledge of FDCPA regulations

-Achieve daily call quotas requirements

-Achieve minimum collection goal requirements

-Manage portfolio of accounts

- Skip tracing

-Able to negotiate payments

-Experience with dialer

-CUBS database a plus

Front Desk Assistant/Receptionist

Allstate Insurance - Irving, TX

May 2012 to October 2016

Front Desk Assistant for Allstate Insurance

Perform daily duties to support an independent Agent owned office as the initial first person to contact. Developed new skills and company knowledge in the insurance industry for possible career growth as an offer guide.

• Open & prepare the office. Greet & monitor on-site customers/ visitors to personnel.

• Maintain & print fax cover sheets, memos, correspondence, reports & sort mail.

• Complete inquiries, emails, phone calls, producing reports & applications for accuracy.

• Cold Calling: Outbound calls to 20-30 to leads offering to sell life, property, casualty, health, automotive, or other types of insurance.

• Answered 25-50+ inbound calls per day for customers & agents basic policy coverage, and quotes.

• Market and advertise blogs/ post via social media. Provided public referrals & business cards to local community & events.

Skills: Clerical, Passionate, Multitasking, Customer Relationship Management (CRM), Telephone Etiquette, Resourcefulness, Detail Oriented, Use of all Office Equipment Proficient in MS Office applications, including Word, Excel and Outlook. Assistant Manager

Raising Canes

January 2006 to May 2010

Assistant Manager for Raising Canes

• Support General Manager in day-to-day conveying the Cane’s culture to crewmembers & customers;

• Uphold standards for the Crewmember and customers' experiences.

• Maintain energy and enthusiasm in a fast-paced environment.

• Lead shifts as well as providing support in financial management, restaurant maintenance and company initiatives.

• Lead restaurant to achieve financial goals set by the Operations Leadership Team; identify issues that need addressed, develop a plan to resolve issue & present findings/ suggestions to the General Manager. Skills: Leader, Critical Thinking, Problem Solving, Motivate, Empower, Positive Influence, Customer Service, Teamwork, Compassionate

Education

Associate in Science

Eastfield College - Dallas, TX, US

August 2006 to May 2008

Skills

• Multichannel Communication (10+ years)

• Strong Problem Solving and Analysis (10+ years)

• Emotional Intelligence and Development (10+ years)

• Time Management & Planning (10+ years)

• CRM Customer Relationship Management (10+ years)

• Salesfore, Demandware, Zendesk, Microsoft Access, NICE InContact, AT&T Office@Hand

• Customer Satisfaction (10+ years)

• Leadership & Teamwork (10+ years)

Contact this candidate