Customer-Focused Service & Operations Specialist

Shakiyla Hawkins

Suitland, MD *****

************@*****.***

+1-202-***-****

Professional Summary

I have a strong background in customer service and creative entrepreneurship, which has given me a unique skill set that blends empathy, problem-solving, and design thinking. Over the years, I’ve developed top skills in active listening, user-centered communication, and adaptability through hands- on work with diverse clients.

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Kaiser Permanente-Remote

September 2024 to Present

I handle Premium Billing calls, Medicare Member Services, web support, and benefits.

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Managed a high volume of incoming calls and, consistently meeting or exceeding performance metrics for response time and resolution

• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information

• Built rapport with customers through active listening, empathy, and personalized interactions

• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online

• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions

Leasing Assistant - Temp

Douglas Knolls-Washington, DC

October 2023 to March 2024

I conducted property tours

Background checks

Coordinated Move-ins and move-outs

I handled lease preparations

Application processing

Maintained and organized all tenant file handled rent collect and any other clerical or organizational needs Customer Service Representative

Accredo Health Group / Express Scripts / Cigna-Washington, DC January 2023 to February 2024

Remote Customer service Rep for the pharmacy department. Handled incoming faxes that consisted of processing prior authorizations, peer to peers, appeals, coverage checks and buy and bill

I answered phone calls assisting with prior authorizations, peer to peers, appeals, coverage checks, buy and bill. Used slack, merakai, cisco phones.

Medical Office Manager

Spinal Balance Physical Therapy-Washington, DC

December 2019 to January 2023

Medical Billing and coding, schedule appointments, process copay, assist patients. Train new employees if there are any. Verifying insurance, process pre-authorizations and referrals for patients, type up patient progress notes and send to referred doctors, work on aging reports, and collect patients bill payments every month.

• Processed payments

Shopper Mentor

Instacart-Washington, DC

September 2015 to April 2020

Responsibilities

I receive orders and shop the customers groceries. I also train and mentor new employees and step in as shift lead when our shift lead can not come in

Accomplishments

So far since I have just started I've received 150 '5 star' ratings. Skills Used

Customer service. I have to make sure accuracy and customer happiness is the top priority. Virtual Customer Service Representative

NexRep

June 2019 to October 2019

Assigned to Vroom under delivery Support team. I answer Inbound calls and make outbound calls. We set up delivery with the carriers. And keep in touch with customers daily on delivery updates. Front Desk Associate

Massage Envy-Alexandria, VA

October 2018 to May 2019

I answered phones, schedule appointments on the software Millennium. I check in and check out clients, and also sale products and memberships. I also I interview candidates and train new employees. Close and open the register. Handle refunds and other membership issues. Closed and open the spa. Office Assistant

Dr. Denise Bruner and Associates-Arlington, VA

May 2009 to June 2015

Responsibilities

Bag vitamins, schedule appointments for patients, file paperwork/important documents. Answered phone calls and assisted guests. Made sales on the company's diet bars and shakes. Accomplishments

I received one raise

Skills Used

Customer service, Sales, and computer skills

Education

UX Design (Perfessional Certificate)

Merit America-Remote

August 2025 to Present

High school diploma

Washington, DC

August 2006 to May 2010

Skills

• Telehealth

• Call center

• DocuSign

• Accounts Payable

• Communication Skills (5 years)

• Workday

• Grammar Experience

• Help desk

• Accounts receivable

• Google Docs

• Outpatient

• Software troubleshooting

• Filing

• SharePoint

• CRM software

• B2C

• Analytics

• Customer service

• Data visualization

• Appointment scheduling (6 years)

• Medical collection

• Windows

• Negotiation

• Office Management

• Proofreading

• Communication platforms

• Typing

• Spanish

• Cash register

• Google Sheets

• Payment posting in medical billing systems

• IT

• UI design

• Continuous improvement

• Property management

• Tax experience

• Web design

• Travel planning

• Medical coding

• Epic

• Dermatology

• Research

• Medical Receptionist

• Time management

• Spreadsheets (5 years)

• Patient interaction

• Staff supervision

• Antivirus software

• Medical Scheduling (3 years)

• Salesforce

• Insurance claim appeals processing

• Ethernet

• Microsoft Word

• CSS

• Cold calling

• Microsoft Powerpoint

• Supervising experience

• Documentation review

• VoIP

• Medicare

• Medical terminology

• Fair Housing regulations

• Clerical experience

• Data analysis skills

• Microsoft Excel

• Social media management

• Call center management

• Appeals

• Insurance prior authorization

• Med spa experience

• Google Suite

• PeopleSoft

• Data entry (2 years)

• Clinic

• Zendesk

• Office management

• Conflict management

• Front Desk

• Implementing APIs

• Physician office experience

• Medical Office Experience

• Anatomy knowledge

• Physiology knowledge

• Pet care

• Technical support

• Shopify

• Remote access software

• Computer operation

• ICD-10

• Medical office management

• Escalation handling

• ICD-9

• Revenue cycle management (1 year)

• Cash handling

• Front Office

• Patient service

• Microsoft Office (10+ years)

• Microsoft Outlook

• Training & development

• Healthcare management

• Accounts Receivable

• Adobe Creative Suite (6 years)

• Adobe Acrobat

• Marketing

• Accounts payable

• Web accessibility

• Word processing

• Outbound calling

• Calendar management (5 years)

• LIHTC

• UX

• Live chat

• Writing skills

• Adobe Creative Suite

• Mobile devices

• Analysis skills

• Leadership

• Front-end development - Front-end development experience (Less than 1 year)

• Account management

• Travel scheduling

• Client services

• Front desk

• Customer relationship management

• Critical thinking

• HIPAA

• Medical sales

• Insurance Verification

• Yardi

• Technical Proficiency

• Reception

• Human-centered design

• Guest Service

• Figma

• Customer Service (5 years)

• Public speaking

• Business requirements

• JavaScript frameworks

• Computer Skills (5 years)

• Financial services

• Medical insurance appeals management

• Mobile design

• Project management

• Productivity software

Languages

• Multilingual

• Spanish

• Bilingual

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