Jhay'Dah Baker
CVS/Aetna
Lakeland,Florida
5
years of professional experience
Customer Service Professional with 5+ years of experience supporting healthcare members in fast-paced contact center environments. Proven ability to resolve complex benefit, claims, and account inquiries while maintaining HIPAA compliance and delivering exceptional customer experiences. Skilled in Microsoft Office, CRM systems, documentation, problem-solving, and multitasking across multiple applications. Recognized for consistently meeting quality, productivity, and customer satisfaction goals.
Work History
CUSTOMER SERVICE REPRESENTATIVE
2 Years 4 Months- Assisted members with healthcare benefits, eligibility, claims, and coverage questions in a high-volume inbound call center.
- Maintained excellent customer satisfaction while consistently meeting quality assurance, productivity, and schedule adherence goals.
- Documented customer interactions accurately across multiple systems while ensuring HIPAA compliance.
- Resolved complex member issues on the first call whenever possible, reducing repeat contacts.
- Collaborated with internal departments to expedite issue resolution.
MEDICAL RECORDS PROCESSOR
11 Months- Processed large volumes of confidential medical records while maintaining 100% HIPAA compliance.
- Reviewed and verified patient documentation for completeness and accuracy.
- Corrected discrepancies to improve data integrity.
- Maintained productivity and accuracy in a deadline-driven environment.
CUSTOMER SERVICE REPRESENTATIVE
11 Months- Delivered exceptional customer service in a high-volume call center, effectively resolving inquiries, complaints, and account issues.
- Utilized strong communication and problem-solving skills to de-escalate challenging situations, enhancing customer satisfaction.
- Maintained accurate account records while consistently meeting performance metrics for call handling and customer satisfaction.
- Collaborated with team members to share best practices, contributing to improved service delivery.
ROADSIDE ASSISTANCE REPRESENTATIVE
1 Year 11 Months- Assisted customers with roadside emergencies, including towing, battery issues, lockouts, flat tires, and fuel delivery, demonstrating strong customer service and problem-solving skills.
- Managed high call volumes while maintaining professionalism and accuracy, showcasing effective time management and adaptability under pressure.
- Entered customer information and service details into company systems, ensuring accurate documentation and proficient use of basic computer skills.
Education
Diploma
Skills
Member Services
Customer Experience
First Call Resolution
Call Documentation
Claims Support
Benefits Verification
Account Management
HIPAA
Multi-line Phone Systems
Quality Assurance
Data Accuracy
Customer Retention
Conflict Resolution
Microsoft Office Suite
CRM
Remote Support
Administrative Support
Timeline
MEDICAL RECORDS PROCESSOR
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04.2025 - 03.2026Read More
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04.2024 - CurrentRead More
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02.2023 - 01.2024Read More
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03.2021 - 02.2023Read More
Lake Gibson Sr. High
Diploma
Read More