Jhay'Dah Baker
Lakeland,FL
Summary
Personable and dedicated professional with extensive experience. Solid team
player with upbeat, positive attitude and proven skill in establishing rapport
with clients. Articulate, enthusiastic and results-oriented with demonstrated
passion for building relationships, cultivating partnerships and growing
businesses
Overview
6
6
years of professional experience
Work History
Customer Service Representative
CVS/Aetna
04.2024 - Current
- Customer Service Representatives answer inquiries from our Medicare Advantage members via inbound calls, internet inquiries, and written correspondence.
- CRs must be able to deal compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience.
- CSRs participate in ongoing training and engage in self-development.
- The CSR must be able to work independently, honor commitments to our members, and collaborate with tei members to create a remarkable member experience.
- The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members.
Customer Service Representative
American Directions Research Group
02.2023 - 04.2024
- Exceptional communication skills and friendly telephone etiquette and be accent-neutral.
- The ability to multi-task; you will need to listen to a respondent and record answers simultaneously.
- The ability to type proficiently to accurately record verbal responses when necessary.
Customer Service/ Technical Support
Sykes Enterprises, Incorporated
03.2021 - 02.2023
- Responding to customer inquiries and providing solutions or assistance with product or
- service-related issues.
- Assisting customers with technical issues they encounter while using software, hardware,
- or digital products. This may involve guiding customers through step-by-step
- troubleshooting processes, providing instructions, or remotely accessing their devices for
- support.
- Identifying and resolving customer issues by gathering relevant information and using
- problem-solving skills.
Customer Service Representative
Iqor
08.2018 - 03.2021
- Responsive to customer contacts in a professional, accurate, timely and courteous manner.
- Ascertains the nature of the contact and records information in the appropriate system.
- Provides accurate answers to member inquires by following standard policies and procedures.
- Interacts in a positive, respectful manner and establishes and maintains cooperative working
- relationships with internal and external customers.
- Utilizes defined criteria to determine member qualification for Health Management programs.
- Coordinates collection of necessary information, including member co-pays or payments when
- necessary
Education
High School Diploma -
Lake Gibson Sr. High School
Lakeland, FL06-2016
Skills
- Customer Service-Oriented
- Data Entry and Database
- Skilled Collaborator
- HIPAA Compliance
- Oracle EnterpriseOne
- Issue and Complaint Resolution
- Strong Telephone Etiquette
- Customer Service and Assistance
- Billing Adjustments and Refunds
- Financial Assistance
- Revenue Growth Strategies
- Document and Records
- Management
- Mass Customization
- Call Volume and Quality Metrics
- Team Goals
- Appointment Scheduling
- Insurance Verification
- Eligibility Determination
- Technical Support
- Troubleshooting
- Sales Report Generation
- Understanding Customer Needs
- Quote Preparation
- Trained in Salesforce
- Membership Inquiries and
- Renewals
- Safety Regulations
- Sales Quota Achievement
- Query Escalation
- Customer Account Management
- Administrative and Office Support
Timeline
Customer Service Representative
CVS/Aetna
04.2024 - Current
Customer Service Representative
American Directions Research Group
02.2023 - 04.2024
Customer Service/ Technical Support
Sykes Enterprises, Incorporated
03.2021 - 02.2023
Customer Service Representative
Iqor
08.2018 - 03.2021
High School Diploma -
Lake Gibson Sr. High School