Customer Service Administrative Assistant
Resume:
Danyel Baker
Sandy Springs, GA 30328
770-***-****(H)* 718-***-****(C)
abi10x@r.postjobfree.com
Supervisor / Team Leader / Customer Service Focused
( Call Center Experience ( Developing /
Coaching Experience
( Call Monitoring for Quality Assurance ( New Hire /
Promotion Interviewing
( Health Claims Interpretation / Adjustments ( HIPPA
Guidelines Knowledge
( Avaya CentreVu and Nice Application Knowledge
SUMMARY OF QUALIFICATION:
-Experienced supervisor of a diverse cross -functioning team of 12
representatives
-Accomplished professional in areas of customer service and customer
satisfaction
-Solid history of providing highly effective leadership to staff in a busy
work environment
-Unique ability to quickly acquire knowledge and proactively contribute to
the work environment
-Proven problem resolution expertise
ACCOMPLISHMENT/SELECT PROJECTS:
-Assisted with the creation of scripted Pension Fund call responses within
the Member Services Department; Consistently resolved Executive level
customer complaints in a timely and professional manner (32BJ Benefit Funds
2008 - 2010)
PROFESSIONAL EXPERIENCE:
BUILDING SERVICES 32BJ BENEFIT FUNDS, New York, NY 4/2008 - 7/2010
Call Center Critical Issues Supervisor
( Managed and motivated a team of 12 Representatives to ensure proper
customer service to the Fund participants
( Established credibility with the Funds Executive office on review and
resolution of complex and critical issues
( Consistently met deadlines and conducted weekly call monitoring sessions;
coach / develop Representatives
( Successfully provided training to new staff on various benefits; creation
of scripted Pension Fund call responses to ensure accurate and timely
responses
( Developed various call center statistical reports to identify trends and
track Representatives progress
( Interviewed and assisted with candidate selection for new hires and
promotions
( Facilitated interdepartmental meetings to ensure adherence to policies
and procedures within Member Services
( Accurately interpret or adjust health claims; set up new health claims
( Managed and reviewed staff timesheets; leave request
BUILDING SERVICES 32BJ BENEFIT FUNDS, New York, NY 11/2007 - 4/2008
Member Service Representative II
( Managed written correspondence and provided an accurate and timely
response
( Effectively served as a resource and guide to MSR1s for complex member
benefit issues
( Managed assigned representative's health claims WIP and CRM tickets
( Accurately adjusted health claims; interpreted health claims;
coordination of benefits; benefit count
( Adequately handled difficult communications and irate members
( Promoted to Critical Issues Supervisor
Danyel Baker Page 2 of 2
BUILDING SERVICES 32BJ BENEFIT FUNDS, New York, NY 8/2005 - 11/2007
Member Service Representative
( Effectively provided member resolution of Health claims, Pension
application/check information, Training, and Legal Fund benefit inquires
( Consistently achieved departmental standards for call quality scores and
required documentation
( Effectively conducted new hire side-by-side live call observations:
provided feedback and guidance
( Promoted to Member Service Representative II
BUILDING SERVICES 32BJ BENEFIT FUNDS, New York, NY 8/2004 - 7/2005
Member Service Clerk
( Accurately mailed various reference materials to the Fund participants on
a daily basis
( Managed members' documentation and disability files by set up deadlines;
assured adherence to HIPPA guidelines
( Timely delivered documentation, mail, and faxes received by Member
Services to other departments for processing
( Managed MSRs break schedules using Symon
( Promoted to Member Service Representative
HUSKEY HOME PRODUCTS, Hampton, VA 2/2002 - 8/2003
Purchasing Agent / Accounts Payable Clerk
( Successfully resolved product related issues for customer satisfaction;
acted as primary contact to vendors and sales representatives
( Developed a process of customary checks on outgoing merchandise to ensure
product accuracy for delivery
( Managed lighting merchandise purchases for customers and store inventory;
invoiced purchase and sales orders; processed and paid specific branch
invoices
MELISSA LEVINE, CFP, New York, NY 12/1999 - 6/2001
Administrative Assistant
(Accurately created client asset summary charts for financial planning
meetings
(Managed client mutual funds, health, and life insurance applications
(Successfully delivered applications and forms to clients; mailed or hand
delivered
(Effectively communicated financial plan information to client via written
correspondence
(Accurately performed administrative duties: data entry, filed, mail
distribution
MANHATTAN CRUISES, New York, NY 1/1998 - 5/1999
Administrative Assistant / Receptionist
( Managed 10-line switchboard; ensured timely and accurate transfer of
calls
( Accurately performed administrative duties: data entry, filed mail
distribution, typed correspondence
( Developed and maintained monthly check log for Accounting Department
EDUCATON:
Taylor Business Institute, Associates Degree in Occupational Studies - 1997
Devry University, Bachelor of Science Degree in Networking and
Communication Management - currently enrolled
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