Cedrika Baines

• Maintaining precise employee time records through timekeeping systems, including clock-in/out times, breaks, and overtime.
• Date Entry: Inputting employee time date into payroll systems, ensuring accuracy and timely submission.
• Compliance Monitoring: Verifying adherence to company timekeeping policies and labor laws.
• Discrepancy Resolution: Investigating and addressing discrepancies in timecards, communicating with employees and supervisors to resolve issues.
• Report Generation: Creating and submitting timekeeping reports as needed, including summaries of hours worked, overtime, and absences.
• Employee Communication: Answering employee questions regarding timekeeping procedures and policies.
• Payroll Support: Providing accurate time data to payroll department for timely processing.
• Timecard Audits: Conducting regular reviews of timecards to identify and correct errors.
• Leave Management: Tracking employee leave requests (vacation, sick time) and ensuring compliance with company policies.
• Finding, hiring, and onboarding new employees.
• Ensuring new employees understand the company’s mission and values.
• Training and Development: Helping employees improve their skills and confidence.
• Providing tools to help employees perform their jobs more efficiently.
• Compensation and Benefits: Ensuring employees receive competitive salaries and benefits.
• Making sure employees have access to the benefits they need.
• Employee Relations: Helping with workplace conflicts, grievances, and concerns.
• Supporting individuals and helping resolve disputes between coworkers.
• Creating a positive work environment.
• Compliance: Ensuring the organization adheres to all relevant laws, regulations, and internal policies.
• Mitigating legal risks and promoting ethical practices within the workplace.
• Performance Management: Identifying talent gaps, providing standard metrics to align with each department, and executing performance management strategies.
• Employee Records: Keeping employee records according to regulations, including personal details of all employees current and past employees.
• Full-time

Customer Success Specialist

Wells Fargo | April 2016 – Present
Full-Time (April 2016 – July 2024) | Part-Time (July 2024 – Present)

• Over 10 years of banking and customer service experience supporting consumer banking clients.
• Managed high-volume inbound calls while consistently delivering exceptional customer service.
• Assisted customers with online banking, account maintenance, wire transfers, debit card services, and financial transactions.
• Educated customers on banking products and identified opportunities to meet their financial needs.
• Resolved complex account concerns while maintaining compliance with banking regulations and security standards.
• Consistently built strong customer relationships through effective communication, problem-solving, and professionalism.
• Met quality, productivity, and customer satisfaction performance goals in a fast-paced call center environment.
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• Determine initial eligibility for FAMIS and FAMIS Mom programs
• Utilized Medicaid policy and procedure for accurate determination and timely processing.
• Determined continuing eligibility for renewal applications.
• Processed FAMIS and FAMIS Mom Transfers received from Local Department of Social Services.
• Reviewed, reconciled, and made system corrections for system assigned reports.
• Handled complicated applications and worked closely with DMAS Contract Monitor on policy issues/concerns.
• Part-time

• Served as family hospital and physician initial point of contact for individual patients.
• Resolved patient disputes between staff and other patients on a regular basis.
• Monitor daily facility cleaning and house-keeping tasks.
• Assisted patients with personal hygiene, family visits, and budgeting.
• Maintained and updated family appointment records.
• Distributed patient mail on a daily basis.
• Monitored distribution of patient medications as necessary.
• Part-time

• Respond to telephone and email inquiries.
• Provide quality services to individual policy members inquiring about benefits.
• Calculate deductible and out-of-pocket expenses.
• Communicate with claims adjusters regarding denials.
• Explain pharmacy benefits, list medications that were covered and non-covered.
• Research prior authorizations for medications.
• Ensured timely member and/or provider callbacks for any concerns they had on claims, premiums, benefits etc.
• Checked patient eligibility, plan type, along with verifying In-Network and Out-Network benefits.
• Full time – 40 hours per week

• Answering Incoming calls to assist customers with their security repair and service needs.
• Creating the sales proposals based on technician or sales representative’s recommendations.
• Keeping customers informed by forwarding notice of availability schedule and status.
• Guided customers to the correct modes of transportation and facilitate interactions to solve customer concerns.
• Dispatched work orders to qualified technicians based on the repairs needed to ensure maximum shop profitability.
• Full time – 40 hours per week

• Interacted with beneficiaries through education and assisted with any enrollment needs.
• Planned and prioritized personal and medical needs.
• Assisted beneficiaries with Part A, B, and D Medicare coverage.
• Counsel beneficiaries on options for service and coverage that best fit their medical needs and conditions.
• Verified health plan eligibility and coverage to assure each plan and coverage works best for beneficiary.
• Full time – 40 hours per week