GALEBAKERbaker****@yahoo.com************** Baltimore StreetMemphis,TN,38114C O N T A C TAUSTIN PEAY UNIVERSITYClarksville, TNAssociate of Arts(Jan 1980)MELROSE HIGH SCHOOLMemphis, TNHigh School Diploma(Jan 1977)E D U C A T I O NInsurance TerminologyCritical ThinkingForm Completion and SubmissionBuilding Customer Trust and LoyaltyCall DocumentationCalm and Professional UnderPressureCorrecting DiscrepanciesA D D I T I O N A L S K I L L SOCCUPATIONAL CERTIFICATEADVANCED INDIVIDUAL TAX RETURNPROCESSINGFUNDAMENTALS OF TAX LAWC E R T I F I C A T I O N SMARKETPLACE INSURANCE REPRESENTATIVEConnexion Point/VDART INC, MEMPHIS, TN / Oct 2021 - PresentMEDICARE INSURANCE REPRESENTATIVEConnexion Point/VDART INC, MEMPHIS, TN / Aug 2018 - Oct 2021GUEST RELATION HOSTMEMPHIS FED EX FORUM, MEMPHIS, TN / Nov 2017 - Aug 2018CONTACT REPRESENTATIVE/RESOLUTIONSSERVICE MASTER/TERMINIX, MEMPHIS, TN / Jan 2016 - Nov 2017E X P E R I E N C EInterviewed prospective clients to obtain data about financialresources and needs, physical condition of person or property, and todiscuss any existing coverage.•Obtained and provided information when claims were made onpolicy.•Customized insurance programs to suit individual customers, oftencovered variety of risks.•Ensured that policy requirements were fulfilled, including anynecessary medical examinations and completion of appropriateforms.•Calculated premiums and established payment method.•Gave accurate and appropriate information to answer questions,troubleshoot issues and resolve complaints.•Navigated multiple computer systems and applications and utilizedsearch tools to find information.•Processed customer adjustments to maintain financial accounts.•Referred unresolved customer grievances to designated departmentsfor further investigation.•Assisted patrons by giving directions to points in and outside offacility and providing information about local attractions.•Provided assistance with patrons' special needs, such as helpingthose with wheelchairs.•Greeted patrons attending entertainment events.•Settled seating disputes and helped solve other customer concerns.•Examined tickets and passed to verify authenticity, using criteria suchas color and date issued.•Built sustainable relationships and trust with customer accounts usingopen and interactive communication.•

CONTACT REPRESENTATIVE/NEW HIRE TRAINERInternal Revenue Service (IRS), Memphis, TN / Jan 2007 - Jan 2013TEAM LEADER/INTERNATIONAL BILL PROCESSORTechnicolor Thompson Group, Memphis, TN / Feb 2003 - Jan 2007CREDIT AND ACTIVATION ANALYST/CUSTOMER CARE REPRESENTATIVEAT&T Wireless Company, Bartlett, TN / Mar 1999 - Jan 2003Determined charges for services requested and arranged for billing.•Conferred with customers by telephone to provide product or serviceinformation.•Recommended improvements in products, services or billingmethods to prevent future problems.•Arranged on-the-job training for new hires.•Scheduled classes and training sessions based on classroom andequipment availability.•Organized and directed orientation and onboarding sessions for newemployees.•Built sustainable relationships and trust with customer accounts usingopen and interactive communication.•Recorded details of inquiries or complaints to maintain up-to-daterecords of customer interactions and transactions.•Made appropriate account corrections to resolve customer problems.•Obtained and examined relevant information to assess validity ofcomplaints and determine possible causes.•Reported malfunctioning and damaged equipment to supervisors andscheduled routine maintenance.•Resolved problems and escalated high-level issues to supervisorwithin established timeframes.•Delegated tasks to team members according to project requirementsand employee strengths.•Communicated work goals and deadlines to employees to increaseproductivity and meet project benchmarks.•Maintained knowledge of current sales and promotions, policiesregarding payment and exchanges, and security practices.•Recommended, select and help locate and obtained merchandisebased on customer needs and desires.•Read from scripts to promote uniformity and consistency incommunications.•Gave accurate and appropriate information to answer questions,troubleshoot issues and resolve complaints.•Processed customer adjustments to maintain financial accounts.•Provided product information and resolved concerns to assistcustomers