Wanika Hawkins-Brown
Maricopa
Summary
Results-driven customer service professional with experience in resolving complex issues and managing high volumes of inquiries. Noted for exceptional attention to detail and adaptability, consistently ensuring customer satisfaction in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Customer Service Representative ( Remote )
Farmers Insurance Company
Chandler, AZ
06.2019 - 06.2026
- Processed and analyzed customer claims with accuracy and attention to detail .
- Maintained accurate records of all communications with customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized effective problem solving techniques to resolve complex customer issues .
- Successfully resolved escalated claims to ensure customer satisfaction.
- Developed strong relationships with customers through timely resolution of problems .
- Reviewed customer documentation for completeness and accuracy
- Stayed up to date on local state and federal law changes .
- Collected initial premiums and issued receipts.
- Managed a high volume of incoming calls from customers providing excellent customer service.
- Resolved customer inquiries effectively, ensuring high satisfaction levels.
- Utilized SRM systems to track customer interactions and improve service delivery.
Retention Specialist
Cox Communications
Phoenix, AZ
09.2011 - 07.2019
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gave accurate and appropriate information to answer questions , troubleshoot issues and and resolve complaints .
- Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
- Helped customers by asking probing questions to find the best solution to retain their business.
- Utilized CRM systems efficiently to help customers .
Customer Service
Renu Property Management
Phoenix, AZ
08.2010 - 10.2011
- Coordinated tenant communications to enhance satisfaction and resolve issues promptly.
- Implemented streamlined processes for property maintenance requests, improving response times.
- Trained new customer service representatives on company policies and effective communication techniques.
- Developed and maintained comprehensive knowledge of property management software to assist clients effectively.
- Resolved complex tenant concerns through strategic problem-solving and negotiation skills, fostering positive relationships.
- Provided outstanding customer service.
- Provided exceptional customer service, resolving account issues promptly and professionally.
- Issued HOA violations .
- Processed payments responsibly.
- Entered new properties for rent in Yardi .
Education
High School Diploma -
Benicia High School
Benicia, CA06-1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Decision - making
- Conflict Resolution
- Yardi
- Salesforce
- Type 65 WPM
- Microsoft Excel
- Attention to detail
- Microsoft outlook
- Customer Service
- Adaptability and flexibility
- Calm and Professional under pressure
- Time Management
- Professionalism
- Computer proficency
Timeline
Customer Service Representative ( Remote )
Farmers Insurance Company
06.2019 - 06.2026
Retention Specialist
Cox Communications
09.2011 - 07.2019
Customer Service
Renu Property Management
08.2010 - 10.2011
High School Diploma -
Benicia High School