Customer Success & Project Leader
Resume:
Amber Baia
**** *. ******** ******, *******, FL *2806
***********@*****.***
Professional Summary
Dedicated and results-driven professional with extensive experience in customer service and project management. Proven ability to manage complex projects, foster strong relationships, and deliver exceptional service. Skilled in coordinating cross-functional teams and driving continuous improvement. Passionate about customer-centric solutions and adept at navigating dynamic environments.
Skills
Project Management & Coordination
Customer Onboarding & Support
Collaborative Partnerships
Excellent Communication & Presentation
Problem-Solving & Critical Thinking
Data Management & Analysis
Proficient in Microsoft Office & G-Suite
Experience with Salesforce.com and Monday.com
Professional Experience
Progressive Insurance – HYBRID REMOTE
Claims Generalist Intermediate
February 2025 – Present
Lead onboarding initiatives for new employees, enhancing customer service and satisfaction.
Managed complex claims processes from start to finish, ensuring timely resolution and customer retention.
Built strong relationships with customers through effective communication and negotiation.
Progressive Insurance – HYBRID REMOTE
Claims Generalist Associate
October 2023 – February 2025
Facilitated onboarding processes, contributing to customer satisfaction and retention.
Coordinated with appraisers and estimators to manage vehicle repairs efficiently.
Developed strong rapport with customers, ensuring a seamless claims experience.
Florida Department of Education – Division of Blind Services
Human Services Program Consultant I
June 2023 – October 2023
Collaborated with clients and stakeholders to achieve employment outcomes and customer satisfaction.
Managed program initiatives, ensuring timely delivery and adherence to guidelines.
Provided advocacy and resource development to support client success.
NYS Office of Children and Family Services – Capital District CMSO – REMOTE
CMSO Court Liaison/Youth Counselor
October 2013 – November 2022
Coordinated administrative support for court proceedings, ensuring compliance and efficiency.
Implemented quality indicators to enhance service delivery and customer satisfaction.
Fulton County Department of Social Services
Child Protective Investigator
February 2011 – June 2013
Conducted investigations and assessments, ensuring compliance with statutory guidelines.
Developed strategies to ensure child safety and well-being.
Amsterdam Memorial Hospital
Director of Family Planning/Community Outreach
October 2002 – July 2007
Managed the Title X Family Planning Program, securing significant funding and achieving program goals.
Led community outreach initiatives, enhancing public health education and engagement.
Education
SUNY Cortland, Cortland, New York
Bachelor of Science in Elementary Education
Training and Certifications
NYS Teaching Certificate 2001
Florida Claims Adjuster License - All Lines
Forensic Interviewing
Motivational Interviewing
Dialectical Behavior Therapy
Love 146 Train the Trainer
NY Model and Sanctuary Model
NYS Family Court Law
Additional Information
Dedicated home office space
Ability to work across multiple time zones
Contact this candidate