MARIE BLANCHE BAKER
Bowie MD **716
abmryl@r.postjobfree.com
________________________________________________________________________
OBJECTIVE
Looking for a challenging position in a professional environment with room for advancement
where my professional experience and education can be utilized to provide excellent quality
services.
PROFESSIONAL EXPERIENCE
2009 – Present
Human Resource Coordinator
(Capital Care Inc.)
Process and maintained new employee paperwork and records.
Work with benefits manager to ensure organization is providing employees with sufficient
benefits at a reasonable cost. Design, develop and implement various employee procedures
including hiring, firing, promotion and transfer procedures. Develop and implement
companywide employee quarterly assessment and annual evaluation matrices.
Oversee proper implementation of company rules and regulation as stated in the employee
manual. Create and conduct staff development and enrichment programs. Assist other
administrative staff as needed. Develop employee reward programs and annual employee team
building programs.
Comprehensive knowledge of federal, state and local laws influencing HR functions.
2006 - 2008 Rockville Maryland
Technical Support Representative
(Metropolitan Regional Information Systems)
Provide technical assistance and software support via phone, email and fax to customers both
remotely and onsite
Modify software system configuration, investigate and resolve computer software and hardware
problems.
Performed upgrades, installation of software and essential desktop troubleshooting
Determine user specification for hardware and software. Interpret customer business needs and
translate them into application and operational requirements.
Perform basic hardware and software diagnostic testing
Investigate and resolve compliance issues in relation to MRIS Rules and Regulations and the
usage of MRIS data on various Internet venues
Visited customers off site to educate and assist resolve software issues
Assisted customers on on-site visits for hardware troubleshooting and local system upgrades
2002 - 2005 Dallas Texas
Account Resolution Specialist Mentor and System Tester
(Citigroup)
Perform component, subsystem and system tests, working from documented test procedures
under the direction of test leaders.
Troubleshoot software issues that arise during testing; differentiate network, client, platform and
product issues
Identify, classify and document image artifact defects
Execute tests on multi-vendor datasets
Execute test to verify User Interface internationalization
Initiated collection calls to prevent or decrease potential or known losses
Completed appropriate system documentation for all customers
Monitored individual portfolio collection files, forwarding bankruptcy account to legal
department
Provided problem resolution for customer with past due account as necessary by approving
extensions for payments and recommends amendments within prescribed guidelines.
Helped new collectors during their orientation period and other collectors with difficult calls
Reviewed collection calls with team member for continual feedback and training.
Evaluated performance for collectors and identified developmental objectives to enhance
performance
1999 - 2002 Dallas Texas
Corporate Revenue Management Specialist - Team Lead
(Cingular Wireless)
Placed and received calls from corporate and government account payable department to resolve
delinquent accounts
Suspended or cancelled services on delinquent corporate/government accounts, and restored or
resumed service when payment arrangement is made.
Researched and resolved misapplied payment issues.
Took escalated calls from outraged customers to resolve problems
Assist manager to monitor subordinates
Trained newly hired employees
1998 - 1999 Dallas Texas
Customer Service Representative
(Alliance Data System)
Received inbound calls to activate new services
Researched and resolved disputed items
Troubleshoot and resolved technical issues for customers with satellite dish
Answered all inquires about company product, services and procedures from customers
EDUCTION
Master Degree in Human Resource Management- University of Maryland University
College
(Expected graduation date; May, 2012)
Bachelor Degree in Science in Computer Information Systems - University of Texas
at Arlington (Graduated December, 2008)
Associate in Science in Business - Richland College Dallas (Graduated May, 2002)
AWARDS
Certificate for Employee of the Month - Cingular Wireless (September 2001)
Certificate for Perfect Attendance - Cingular Wireless (Second Quarter 2000)
Certificate for Consistent Outstanding Performance - Citigroup (2003 - 2005)
President Aware (Outstanding Performer of the Year) - MRIS (2008)
COMPUTER SKILLS
Language and Software: HRIS-PeopleSoft (client-side) Excel, Microsoft word,
PowerPoint, Access, Outlook, Outlook Express, HTML, Symantec Norton Anti Virus
and MCAFEE Anti Virus, ADOBE, Knowledge of system development life cycle and
MYSQL.
Operating System: (UNIX, Windows)