Monica Hawkins
Acworth
Summary
Dynamic learning and development professional with a proven track record in mentoring and nurturing talent within fast-paced operational settings. Recognized as the primary East Coast mentor for PIP Claim Associate onboarding, effectively supporting multiple training cohorts and seamlessly connecting classroom instruction to real-world claim handling scenarios. Expertise in coaching employees, reinforcing technical training, and simplifying complex procedures into actionable learning experiences that enhance performance, boost confidence, and elevate service outcomes. Committed to fostering a culture of continuous improvement and professional growth.
Overview
18
18
years of professional experience
Work History
Lead Mentor – PIP/MPC
State Farm
10.2024 - Current
- Serve as the primary East Coast mentor for PIP Claim Associates, supporting onboarding and development across multiple training cohorts.
- Reinforce classroom training through guided claim walkthroughs, real-time coaching, and process clarification.
- Facilitate knowledge transfer by translating complex claim procedures into clear, practical guidance.
- Provide structured feedback to strengthen associate performance, problem-solving ability, and claim quality.
- Partner with leadership and training teams to identify learning gaps and reinforce onboarding objectives.
Claim Associate – PIP/MPC
State Farm
01.2023 - 10.2024
- Investigated and processed auto medical claims while ensuring compliance with company policies and state regulations.
- Reviewed medical documentation to evaluate coverage and initiate accurate and timely claim payments.
- Communicated with customers, healthcare providers, and legal representatives to gather documentation and resolve claim issues.
- Managed claim workflows across multiple technical platforms while maintaining strong customer service standards.
Planned Career Break
09.2018 - 01.2023
- Took an intentional break for full-time caregiving while completing a bachelor’s degree.
- Earned a Bachelor of Science in Political Science while balancing academic and family responsibilities.
Assistant Manager → Business Manager → Interim Community Manager
Gables Residential
02.2008 - 09.2018
- Led daily operations of residential communities including staff oversight, leasing performance, and resident relations.
- Supervised administrative and maintenance staff while ensuring operational efficiency and service quality.
- Trained and coached new employees on company policies, leasing procedures, and customer service standards.
- Managed community financial operations including budgeting, rent collection, and reporting.
- Developed marketing and leasing strategies that improved occupancy and resident retention.
- Investigated and resolved resident concerns while maintaining compliance with company policies.
Education
Bachelor of Science - Political Science
Kennesaw State University
Kennesaw, Georgia12-2021
Skills
- Training Facilitation Support
- Coaching & Mentorship
- Onboarding Program Support
- Adult Learning Reinforcement
- Knowledge Transfer
- Scenario-Based Learning
- Performance Feedback & Development
- Process Simplification
- Claims Processing & Investigation
- Critical Thinking & Decision Making
- Workflow Prioritization
- Communication & Collaboration
- File Management & Documentation
- Time Management
- Customer Service Excellence
Accomplishments
- Supported onboarding and development of 59 PIP Claim Associates across 6 training classes and 2 bridge training programs.
- Selected as the primary East Coast mentor supporting claim associate development during onboarding and transition periods.
- Reinforced classroom learning by coaching associates through live claims, improving understanding of claim handling procedures.
- Provided real-time feedback and skill development support to increase associate confidence and technical proficiency.
- Helped bridge the gap between formal training and real-world claim processing through guided practice and mentoring.
Training and Facilitation Experience
- Mentored 59 associates across 6 onboarding classes and 2 bridge training programs within PIP/MPC claims operations.
- Reinforced classroom instruction by coaching associates through real claim scenarios and workflow processes.
- Provided structured performance feedback to strengthen associate skills and confidence.
- Supported knowledge transfer by helping new hires apply training concepts in live claim environments.
Languages
Spanish – Conversational
Timeline
Lead Mentor – PIP/MPC
State Farm
10.2024 - Current
Claim Associate – PIP/MPC
State Farm
01.2023 - 10.2024
Planned Career Break
09.2018 - 01.2023
Assistant Manager → Business Manager → Interim Community Manager
Gables Residential
02.2008 - 09.2018
Bachelor of Science - Political Science
Kennesaw State University