Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Itiria Baker

Fairburn,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in numerous of industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

Lewis Hyman, Inc
12.2023 - Current
  • Improved consumer satisfaction by providing timely and accurate technical support for various safes and hardware issues.
  • Increasing level of expertise on company products, ensuring accurate information is provided to consumer at all times.
  • Documented support interactions for inbound calls.
  • Collaborated with supervisors and peers to escalate and address customer inquiries or technical issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Averaging about 40 calls per day, inbound and outbound
  • Achieved a high of 84 calls with 62 of those being outbound troubleshooting and resolution on first contact.

Customer Service Advocate

SquareBlock
04.2023 - 12.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Assessed caller accounts to determine seller's benefits, identify service needs and resolve issues.
  • Promoted available products and services to customers during service, account management and order calls.
  • Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
  • Consulted with customers to assess needs and propose optimal solutions.

Medical Biller and Coder

Delta Dental
08.2022 - 04.2023
  • Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
  • Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
  • Interacted with physicians and other healthcare staff to ask questions regarding patient services.
  • Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
  • Performed billing and coding procedures for ambulance, emergency room, impatient and outpatient services.
  • Used data entry skills to accurately document and input statements.
  • Used Salesforce and EPIC to assign procedure and diagnostic codes to patient records for billing purposes.
  • Utilized active listening, interpersonal and telephone etiquette skills when communicating with others.
  • Receives EOB remittances from mail clerk daily along with calculator tapes totaling all payments

Administrative Assistant

Georgia Real Estate And Commission Office
06.2022 - 08.2022
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.

Customer Service Representative

GA State Road And Tollway Authority
07.2021 - 06.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Provided ongoing guest service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.

Customer Service Representative

Waste Industries USA Inc.
09.2018 - 01.2021
  • Provided information to customers regarding Gfl’s charge card and loyalty program and helped to open and activate new accounts.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with up to 60 calls in queue per minute.
  • Recommended Trash and Recycling to customers, thoroughly explaining details.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.

Education

Associate of Science - Biology

Georgia Perimeter College
Decatur, GA
05.2022

High School Diploma -

Hapeville Charter Career Academy High School
Atlanta, GA
05.2018

Skills

  • Conversant in 120, 240 and PLC wiring
  • Qualified in blueprint interpretation
  • Skilled in Final Assembly Processes
  • Strong Algebra and general math skills
  • Confidentiality and Data Protection
  • Multitasking and Time Management
  • Multi-Line Telephone Systems
  • Computers and Technology
  • Office Equipment Operation
  • Back Office Operations
  • Document Sorting
  • Mail Management
  • Spreadsheet Management
  • Data Entry Documentation
  • Advanced MS Office Suite Knowledge
  • Employee Training
  • QuickBooks Expertise
  • Excel Spreadsheets
  • Microsoft Publisher
  • Skilled in Microsoft Office
  • Writing and Editing Skills

Additional Information

Volunteer Accomplishments:

  • Participated in Blood drive with American Red cross
  • Feed and gave back to the homeless in my community yearly, accompanied by Hosea Feed The Hungry
  • Completed volunteer co,,unity service with Nak Union Behavioral Health. Assisted with ensuring each patient was granted the care that they needed also to ensure everyone was fed in timely manners and upon request.
  • Elected class President of Hapeville Charter

Timeline

Technical Support Representative

Lewis Hyman, Inc
12.2023 - Current

Customer Service Advocate

SquareBlock
04.2023 - 12.2023

Medical Biller and Coder

Delta Dental
08.2022 - 04.2023

Administrative Assistant

Georgia Real Estate And Commission Office
06.2022 - 08.2022

Customer Service Representative

GA State Road And Tollway Authority
07.2021 - 06.2022

Customer Service Representative

Waste Industries USA Inc.
09.2018 - 01.2021

Associate of Science - Biology

Georgia Perimeter College

High School Diploma -

Hapeville Charter Career Academy High School

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Itiria Baker