Sabrina Hankins

Customer Service Rep 1

Elevance

May 2025 - Current (1 year)

• Provide customer service support to members via phone and digital communication channels. • Assist with inquiries related to health plan benefits, claims, and enrollment procedures. • Handle sensitive healthcare data while maintaining strict confidentiality in accordance with HIPAA guidelines. • Resolve customer concerns by utilizing internal systems and knowledge bases to offer prompt solutions. • Utilize CRM tools to track cases, escalate issues, and ensure resolution within service level agreements (SLAs). • Maintain accurate records of customer interactions and follow up to ensure satisfaction. • Reduced response time by 20% and Handled 50+ calls/day.

N

Tax Information Aide

NYS Department of Taxation & Finance

Jan 2025 - Mar 2025 (3 months)

• Provided high-volume front-line support to taxpayers and preparers via inbound call center. • Accessed and updated internal databases to retrieve and input tax-related information. • Ensured data security and confidentiality in line with departmental policies. • Routed complex inquiries to specialized units and documented interaction outcomes. • Utilized Microsoft Office tools to track, report, and communicate updates.

N

Senior Employment Securities Clerk

NYS Department of Labor

Sep 2024 - Nov 2024 (3 months)

• Processed and validated unemployment insurance claims in a deadline-driven environment. • Resolved claimant inquiries efficiently, improving service turnaround time. • Managed electronic filing systems to organize applications and reduce processing delays. • Data entry, scheduling, and help with completion of filing tax documents.

N

Job Opportunity Specialist (Promotion)

NYC Human Resources Administration (HRA)

Dec 2023 - Feb 2024 (3 months)

• Conducted eligibility investigations for emergency rent assistance ("One Shot Deals"). • Facilitated client interviews and reviewed documentation for compliance. • Increased accuracy of approvals through improved document review procedures.

N

Eligibility Specialist II

NYC Human Resources Administration (HRA)

Jul 2022 - Nov 2023 (1 year 5 months)

• Reviewed and processed applications for Public Assistance, SNAP, Medicaid, and Housing. • Maintained detailed case notes and ensured compliance with federal/state guidelines. • Reduced client application errors by clearly communicating requirements.

Customer Service Representative

Amazon.com

Aug 2021 - Sep 2021 (2 months)

• Delivered multi-channel customer service solutions in a remote environment. • Resolved delivery, return, and billing issues promptly to ensure satisfaction.

Overnight Stock Associate

Walmart

May 2021 - Mar 2024 (2 years 11 months)

• Managed inventory and replenishment operations to support retail readiness. • Maintained accurate stock levels and mentored new team members.

A

Customer Service Representative 1

Alta Staff (COVID-19 Vaccine Call Center)

Jan 2021 - Jun 2022 (1 year 6 months)

• Delivered timely, high-quality customer service regarding vaccine scheduling and eligibility verification. • Utilized CRM software and internal databases to process appointments and provide client support. • Resolved customer inquiries and concerns via phone, email, and online messaging systems. • Maintained confidentiality of sensitive health data while ensuring accurate records were updated. • Client facing issue resolution. • Reduced response time by 20% and Handled 200+ calls/day. •

Resident Habilitation Counselor

AHRC NYC

Jun 2017 - Oct 2017 (5 months)

• Delivered person-centered care and tracked individual progress notes. • Supported administrative tasks including scheduling and progress reporting.

N

Front Desk Clerk

NYC Board of Elections

Jun 2015 - Nov 2022 (7 years 6 months)

• Handled voter check-ins, data verification, and issue resolution during election cycles. • Provided administrative support and trained new staff on procedures and compliance.

About

Detail

Timeline

Résumé