Portia Hawkins

Experience

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  YWCA USA

  Nov 2010 - Aug 2011

  Front Desk Receptionist

  • Served as the Receptionist at the YWCA and managed master fitness calendar monthly.• Maintained a spreadsheet for board meeting attendance.• Received calls, greeted various distinguished visitors; answered a multi-line telephone system forwarding calls to the appropriate staff member.• Developed and maintained a filing system for the Executive Assistant/Office Manager and assisted other staff members.• On a daily basis I independently reviewed and processed incoming and outgoing USPS mail, FEDEX, UPS, and other contracted courier related packages.• Was responsible for faxing, or composing staff-wide business announcements, completing memoranda and email transmissions.• Was responsible for setting up different meeting rooms and putting packets together for meetings. Show less

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  Premium Select Home Care Inc

  Oct 2012 - Jun 2018

  Home Health Aide
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  CGI

  Jul 2016 - Jul 2017

  Passport Suport Associate

  On a daily basis I dealt with military dependents, federal agents, congressional, diplomatic, and Foreign Service Officials mail and determined what country each official would be traveling to.• Data entered all vital information from the passport application into the system for the passport book.• Made sure all photos were acceptable to passport services policy• Printed passport books and added visa pages to necessary books• Worked in the Quality Control section making sure that all books had the correct information printed on each.• Responsibilities also included making sure that all passport books were shipped to the correct addresses.• Provide support to communication section as well to assist all callers inquiring about the status of their Passport and/or Visa• Operate various office equipment and machinery in the preparation, processing, and mailing of passports and passport related documents.• Utilize the current TDIS-PD and Prism computer operating systems to include document preparation, creation of document batches, document imaging, scanning, and reviewing.• Retrieved individual application information• Generated Information Response Letters (Ir Ls) to request additional information/ documents for adjudication Passport application.• Performed searches for customers passports applications, as requested Show less

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  TAMAH LLC

  Jan 2019 - Jan 2020

  Paraprofessional
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  Asrc federal

  Jun 2019 - Dec 2019

  Visa Processing Specialist

  Contractor for the National Visa Center. During this position I followed detailed specific procedures in completing several repetitive clerical steps to process Visa application and assign the correct Visa Stamp.• Operated basic office equipment e. g. photo copier, multi-line phone/voicemail systems, mailing machines, and minimal computer program.• Used my own judgment in choosing the proper procedure for each task.• For petition data received electronically, the Case Processing I was able to review the data in the electronic record for accuracy and integrity, and make any corrections• Entered additional information as required and verified date(s), visa classification, and other critical fields as specified• For petition data received in paper form I created an electronic case file• petitions were scanned into the appropriate visa processing system, collated, and either returned, destroyed or filed once scanned into the system. Show less

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  CODICE

  Jan 2020 - Jul 2021

  Enrollment Specialist

  Enrollment Broker/ Call Center RepresentativeCodice - Department of Healthcare Finance- Washington, D.C.January 2020- CurrentDuring this position I followed a direct script to help enroll customers into one of the three insurance plan of their choice (Amerihealth , Amerigroup, Trusted Health Plan)• Based on the callers need I was able to determine what outside agency to transfer calls to• Worked alongside other Government agencies such as Department of Human services, DC Medicaid and the Social Security administration to resolve issues with members insurance cases• Explained to callers why they were eligible for certain types of coverage• Verified members coverage status and recertification date• Sent out important insurance coverage notice and packets upon members request• Assisted members who were requesting to change their insurance plan outside of their annual, which could only be done for a medical cause• Submitted for good cause request to Quality Control supervisor for approval• Used language line to work with members who spoke languages other than English.• Answered a high volumes of calls (60-80) a day• Used jabber and finnese phone system• Was able to locate members information using Special software Vida and MMIS• Assist customers setting up rides for medical appointments Show less

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  The Midtown Group

  Oct 2020 - Nov 2020

  Call Center Representative

  During this role I provided disaster survivors with information on their application status and assisted with registration intake. • Manage large amounts of registration intake and helpline calls• Assist disaster survivors with status updates, information updates, and conflict resolution• Identify and assess customers’ needs to achieve satisfaction• Build sustainable relationships and trust with customer accounts through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools• Handle customer complaints, provide appropriate solutions and alternatives within the time limits• Keep records of customer interactions, process customer accounts and file documents• Follow communication procedures, guidelines and policies• Provide SBA referrals for loan assistance, lodging assistance Show less

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  The Midtown Group

  Feb 2021 - Jul 2021

  Call Center Representative

  During this assignment I followed a direct script to assist residents with Pre- registering and scheduling there first dose appointment for the COVID-19 Vaccine. • Managed a high volume of calls• Maintained knowledge of any changes pertaining to COVID-19 vaccine resources• Confirmed pre-registering to receive an appointment invitation• Assisted callers with scheduling first dose appointments• Answered any questions pertaining to First dose appointments• Assisted homebound residents with registering for Homebound testing and Vaccine Administration• Provided customers with other resources such as SNAP, Medicaid, TANF, Rental and utility assistance, Mental health support, and Food• Kept track of calls by submitting a call tracker form at the end of each call• Provided members with information on the three vaccines being administered (Pfizer, Moderna, Johnson & Johnson)• Assisted members who had already been administered there first dose with being removed from the system• Completed any necessary task for residents who didn’t have email access• Attended weekly meetings via Microsoft Teams• Received weekly Quality Assurance Audits• Directed callers who received their first dose outside of Washington, DC to Vaccinate DC email for assistance on scheduling their Second Dose Show less

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  MTM, Inc.

  Oct 2021 - Jun 2024

  Customer Service Representative
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  DC Housing Authority

  Jul 2024 - now

  Customer Service Representative