Sara Hawkins

About Sara Hawkins

Goal-driven, charismatic self starter, strong relationship-building, decision-making and multitasking abilities. Seeking to bring sound judgment, knowledge and abilities to a growth-oriented position. Proficient Customer Support/ Account Manager / Business Applications Analyst/ Trainer/Quickbooks professional with 25 years of dedicated customer service with both domestic and international customers. Effective in promoting a positive, productive environment. Able to support complex accounts in an independent and cross collaborative manner. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. Excellent at building and maintaining relationships with various internal and external cross functional partners at all levels. Proven skills in developing and implementing benefits and compensation programs in strategic, well-planned manner. Well-versed in training, on-boarding, and new hire orientation.

Experience

1. Client Relationship Specialist Lead

   GHX

   Oct 2022 — Present · Omaha, NE, US

   Manage Support Case Quality Assurance and provide training for service gaps Assist in the development and maintenance of documentation to support training and/or overall processes within the customer service department Serve as a technical liaison regarding customer service cases between ePay Customer Support and Product Manager. Proactively develop and maintain KCS articles for ePay Support team, bank partners, and customers in Salesforce Responsible for Tier 3 cases as well as any escalated reconciliation cases that require SME attention. Audit cases in support queue that need to be escalated to other internal teams. Analyze support ticket trends and engage with internal team members and external customers to resolve. Proactive/reactive customer outreach to drive changes with our customer community to help further reduce ticket volume when necessary. Attend training and support on any new products and services. Team will disseminate information with other COE members as well as Customer Success Management and Customer Support team members.

Education

• Physicians Mutual Insurance Co

  Loma 2: Functions of an Insurance Company

  2001

• Papillion-LaVista High

  High School Diploma, General Studies

  1993 — 1996

• Physicians Mutual Insurance Co

  Medical Terminology

  2003

• Physicians Mutual Insurance Co

  Loma 1: Principles of Life, Health & Annuities

  1999