Medina Salaam Baker

Professional Summary

Call center Representative with expertise in providing customer service in high call volume environments, with exceptional computer skills and telephone etiquette.

Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Skills

Data entry

Problem solver

Strong attention to detail

Exceptional customer service professional

Trained on several call center phone platforms

Highly adaptable to changing situations and environments

Working knowledge of Microsoft Office and computer applications

Exceptional organizational and time management skills

Education

General Educational Development Diploma – Sierra Nevada Job Corp, Stead County NV June 1991

Professional Experience

Magellan RX October 2021 to March 2023

Customer Care Associate

Received inbound calls from patients and pharmacies, to assist with getting pharmacy claims processed and paid.

GPS Consumer Direct Inc, San Francisco CA October 2020 to January 2021

Fraud Department

Reviewed online customer orders, and checked for potential fraud. Connected with customers to expedite/ process flagged orders.

Delta Dental (Search Pros) Jan 2019 to May 2019

Appeal Specialist

Received provider appeals

Sent out Acknowledgement letters. Forwarded to the correct department for further review.

Sent letter to advise a 30-day response time frame.

Sent letter of final review outcome.

Blue Shield of California (Kelly Services), Rancho Cordova CA, Sept 2016 – Apr 2019

IFP Concierge Customer Care/ Claims Representative

Resolve incoming calls concerning members’ eligibility, benefits, provider information, clinical and pharmacy needs.

Help with customer appeals to denied claims.

Research and reimburse customers for payments made that should have been covered.

Ensures appeals are processed and effectuated in accordance with regulations, compliance standards and policies and procedures.

Coordinates membership changes such as member’s primary care physician.

Responsible for taking and resolving complex complaint and grievance cases.

Analyze and determine program eligibility and connect member to appropriate vendors.

Health Net (Able Force/Vastec), Rancho Cordova, CA May 2015 – April 2016

Service Call Center Representative

Effectively managed a high volume of inbound customer calls, researched and resolved customer issues, authorized approval on medical referrals, revised terminated referrals, and managed customer legal documentation.

Maximus (Randstad), Folsom, CA March 2014 – June 2014

Service Call Center Representative

Effectively managed a high volume of inbound customer calls. Accurately documented, researched, and resolved customer service issues.

Ensures appeals are processed and effectuated in accordance with regulations,

Referred unresolved customer grievances to designated departments for further investigation.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Tele Direct (Apple One), Sacramento, CA April 2013 – October 2013

Customer Service Representative

Gathered and verified all required customer information for tracking purposes.

Managed high call volumes with tact and professionalism.

Ensures appeals are processed and effectuated in accordance with regulations, compliance standards and policies and procedures.

Met or exceeded service and quality standards every review period.

Developed effective relationships with all call center departments through clear communication.

Rezolve Group (Ajilon), Rancho Cordova, CA August 2012 –March 2013

Sales Specialist

Effectively managed a high volume of inbound and outbound customer calls, in a fast-paced and challenging call center environment.

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

Resolved service, pricing, and technical problems for customers by asking clear and specific questions.

Vision X Inc., Los Angeles, CA June 2010 - May 2011

Customer Service Representative

Initiated outbound calls to existing customers.

Processed equipment upgrade orders.

Partnered with customers in reviewing their calling plan and feature usage.

Accepted and processed bill payments. Conducted calling plan changes.

Consumer Resource Network LLC, Inglewood, CA September 2007 - May 2009

Customer Service/Sales Rep

First 3 months I took inbound calls selling foreclosure listings.

I then applied for Customer Service Rep.

Provided excellent customer service .

Taking inbound calls from customers .

Duties included customer retention, web assist, account recaps, taking payments, up sales.

Also responsible for Quality assurance monitoring.

M.C.M., Los Angeles, CA 2006 & 2007

Call Center Representative (Seasonal)

Duties were to provide complete and accurate information of benefits offered by Blue Cross Blue Shield to federal and postal employees.

Seasonal work two years in a row total 6 months.

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