Behavioral Health Data Entry

CAROLINE BAKER

713-***-**** ***********@*****.*** linkedin.com/in/caroline-baker-77507359/

Summary

Bilingual (English and German) customer support and operations professional with 10+ years of cross-industry experience in travel and health-insurance, and finance. Proven ability to lead teams, enhance customer experience, and streamline service delivery. Experienced in onboarding, quality assurance, training, and process improvement. Strong record of resolving complex client issues with professionalism and empathy, in a fast-paced omni-channel contact center for 24/7 global travel risk management. Core Competencies

Customer Service Excellence Quality Assurance Training & Coaching Workflow Optimization Cross- Functional Collaboration Knowledgebase Management 24/7 Remote Global Team Leadership Experience

Training and Quality SME/ Assistance Coordinator Battleface Insurance Feb 2022 – Present

• Deliver frontline support in a fast-paced, 24/7 global contact center, assisting travelers via phone, WhatsApp, email, and ticketing systems across multiple time zones

• Handle a wide range of travel issues, from routine disruptions (baggage loss, trip delays) to high-stakes medical cases requiring urgent intervention or care coordination abroad

• Initiate and guide claims processes for customers impacted by medical events or travel interruptions, ensuring accurate documentation and smooth handoff to the claims team

• Provide bilingual support in English and German, translating calls and documents to facilitate seamless communication during urgent or sensitive situations

• Serve as a Subject Matter Expert (SME) for training and quality, coaching 10+ team members and driving a 20% improvement in quality scores

• Create onboarding resources and deliver training on new products, partners, and procedures, boosting ramp-up efficiency and knowledge retention

• Partner with cross-functional teams to improve workflows and ensure consistent, empathetic service in an omni-channel environment

Medical Assistance Coordinator AIG May 2019 – Feb 2022

• Delivered urgent assistance to global travelers facing medical issues, coordinating with internal medical advisors and external healthcare providers

• Utilized established protocols to triage cases and arrange care, including medical evacuations, hospital admissions, outpatient services, and prescription needs

• Collaborated with underwriting and claims teams to confirm eligibility and align care delivery with policy coverage

• Managed sensitive situations with empathy and discretion, ensuring high-quality service in high-stress environments

Owner/ Director Baker Buildings (Real Estate) Aug 2017 – Apr 2019

• Oversaw client relationships, project budgeting, and end-to-end marketing strategy execution

• Led multi-channel marketing campaigns, including digital advertising and online lead generation, to drive brand awareness and customer acquisition

• Developed and nurtured strategic partnerships to expand service capabilities and strengthen market positioning

Licensed Relationship Manager Key Bank Jul 2016 – Jun 2017

• Delivered tailored banking solutions across deposit, lending, and investment products to meet client financial goals, generating $3M in new managed funds

• Identified and resolved complex client service issues, ensuring a high standard of customer satisfaction

• Developed comprehensive product knowledge to effectively support a wide range of client needs

• Assisted in onboarding, coaching, and mentoring branch team members to enhance service delivery and operational efficiency

Licensed Relationship Banker Chase Sep 2015 – Jul 2016

• Accurately processed a wide range of customer transactions while delivering prompt, courteous, and solution-focused service

• Cultivated strong client relationships by identifying evolving financial needs and offering personalized banking solutions

• Collaborated with internal specialists to seamlessly connect clients with subject matter experts for complex financial products and services

Financial Representative Fidelity Investments Mar 2015 – Aug 2015

• Executed a variety of account transactions, including fund distributions, and the buying, selling, and exchanging of mutual funds

• Performed complex account maintenance with a strong emphasis on accuracy and regulatory compliance

• Strengthened client relationships through exceptional service and clear, proactive communication

• Educated clients on investment products and financial market regulations to support informed decision-making

Education

Brigham Young University–Idaho B.S. in Financial Economics Aug 2011 – Jul 2015 Honors: Academic Scholarship, Sigma Iota Rho, Phi Theta Kappa Technical Skills

Microsoft Suite, Excel (Advanced); various CRM, Salesforce, Atlassian/Confluence, SharePoint, HelpScout, Nordic, TalkDesk, ZeeMaps, Avaya, Genesys, 3CX, Zoom, WebEx, Dizzion, VMware, Bloomberg

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