Customer Service

Yvette Baker

***** *** ****** ** *** ***

Jacksonville, Florida 32218

904-***-****(H)

904-***-****(C)

*************@*****.***

Summary

A Customer Service Professional, with twenty years of experience. Exceptional leadership

abilities sound judgment, attention to details, with the willingness to work independently and as a

team player.

Objectives

Seeking challenging assignments with responsibility, an opportunity for growth and career

enhancements through dedication and successful achievements.

Employment History

I-Tech Professional (DCSP), Jacksonville, Florida

Data Entry Clerk, February 2014 – March 2014

Team member on special project for Duval County School Board to ensure funding for

Student Transportation.

• Acquired and presented required information in its proper formats

• Entered data into designated database

• Routed data to appropriate staff

• Researched and retrieved requested data

• Performed daily control functions

SNI (UF Health), Jacksonville, Florida

Patient Services Representative, December 2013 – January 2014

Initial point of contact for patients seeking medical assistance through Clinic and Outpatient

Hospital Departments.

• Responsible for incoming patient calls within a call center environment, with a

minimum of one hundred incoming calls per day

• Responding promptly to patient inquiries and needs while maintain the highest level

of professionalism

• Scheduled and canceled patient appointments

I-Tech Personnel (JEA)

Customer Consultant, May 2013-Aug 2013

Received inbound calls from customer to start, stop and transfer of service.

• Reviewed, explained and assist customer with billing question

• Run credit checks to determine if deposit or needed

• Assist with adding additional service as requested by customer

• Established payment plans and arrangements

Web.com, Jacksonville, Florida

Retention Specialist, Operator, July 2011 – May 2013

Retention Specialist and Operator for customers who wish to discontinue their services and

directing customers to correct departments..

• Handle customer complaints

• Ensured customer got connected to correct department

• Enhanced customer experience by showing better ways to use products

• Solve customer problems/billing or concerns

• Updated payment methods

• Made necessary changes to customers account

Solomon and Paige Group, Jacksonville, Florida

Foreclosure Review Specialist, October 2010 – July 2011

Reviewed aged and delinquent loans to ensure State and Federal requirements were met prior to

forwarding the loan for foreclosure.

• Utilized business applications and appropriate technology to perform routine activities

maintained and adhered to internal operational controls and ensured they met company

standards.

• Validated summary of loan terms against other final loan documents.

• Assisted in the suspension of potentially at risk loans due to no or insufficient

documentation provided from correspondent.

• Assisted upper management in the resolution of complex loan issues dealing with

different loan types and the clearance of errors and tolerance issues.

• Ensured quality service, effective and efficient operations support for foreclosure referral

review and other assigned internal business

• Completed RESPA compliance review and analysis of TIL around finance charges

• Computed calculations of finance charges using HUD-1 and the comparison of GFE’s and HUD-

1

• Assisted in the suspension of potentially at risk loans due to no or insufficient documentation

provided from correspondent

Ally (Formerly GMAC), Jacksonville, Florida

Collection Specialist, November 2007 – October 2010

Contacted customers with delinquent accounts by telephone, pursuing the facts for delinquency,.

• Helped customers find solution to bring account current

• Negotiated payment resolutions

• Updated contact information

• Received and posted payments to customers account

• Used skip tracing methods to locate customers

Aetna, Jacksonville, Florida

Dental Customer Service, November 1998 – March 2007

Provided dentist offices and clients with dental benefits, claim history and billing. Check to

ensure that appropriate changes were made to resolve customers' problems.

• Ensure proper changes were made to client accounts

• Resolved complex customer problems

• Provided benefits breakdown to customers and dental providers

• Researched Claims history

• Assisted customers find dental providers or specialist under their coverage

Professional Skills

Efficient in Microsoft Office 2013, 2010, and 2007

Efficient in Windows 8-8.1, 7 and XP

Education

Graduated from William M Raines High School 1992

Attended Florida State College of Jacksonville 1994-1995 (Elementary Education)

Attended University of Phoenix, December 2010- March 2011 (Elementary Education)

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