Natalie Hawkins
VICTORIA,BC
Summary
Dynamic Housing Support Worker with a proven track record at Pacifica Housing Advisory Association, excelling in case management and compliance monitoring. Skilled in building rapport and fostering collaboration, I effectively enhanced service delivery and contributed to team success, ensuring client needs were met with exceptional problem-solving and active listening abilities.
Overview
17
17
years of professional experience
Work History
Housing Support Worker
Pacifica Housing Advisory Association
05.2025 - Current
- Maintained accurate records of client interactions, ensuring confidentiality and efficient case management.
- Collaborated with community organizations to enhance service delivery
- Assisted applicants in filling out housing applications and verifying assets.
- Established positive rapport with clients by providing exceptional customer service and addressing their unique needs.
- Contributed to team success by actively participating in staff meetings and sharing best practices with colleagues.
Licensed Insurance Agent
Combined Insurance
12.2017 - 06.2018
- Educated clients on various insurance products, fostering informed decision-making and trust.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
Customer Service Representative-Call Center
BC Ferries Head Office
01.2009 - 06.2016
- Processed ticket sales and reservations using proprietary software systems to ensure smooth transactions.
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Diploma - Social Work
Camosun College
Victoria, British Columbia04-2018
Skills
- Compliance monitoring
- Case management
- Referrals and networking
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking
- Active listening
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Housing Support Worker
Pacifica Housing Advisory Association
05.2025 - Current
Licensed Insurance Agent
Combined Insurance
12.2017 - 06.2018
Customer Service Representative-Call Center
BC Ferries Head Office
01.2009 - 06.2016
Diploma - Social Work
Camosun College