KAMESHA BAKER

Extensive customer service experience Extensive contract administration and compliance experience Extensive call center experience Extensive leadership and training experience Extensive recruitment experience Excellent communication and organizational skills Formidable collaborator Initiative-taker

• UNITED HEALTHCARE, MEDICAL CLAIMS SME, RICHARDSON, TX, 06/01/15, Present, Ensured audit compliance tasks and implementations occurred for 40 agents., Assess the amount of compensation that should be paid on claims., Investigate providers for potential fraudulent claims., Worked closely with Operations management on project impact and direction., Led and supported integration routines across Servicing and Insurance Claims., Assistant Chair on the Employee Engagement board for my team., Provided side-by-side training for those agents who were failing quality metrics.
• AT&T, TELSALES REP, RICHARDSON, TX, 07/01/12, 06/30/15, Answer incoming calls from existing and potential new customers., Provide overview of AT&T products and services., Sell and up-sell AT&T products and services., Provide excellent customer service to the customer to ensure that AT&T is meeting their needs and expectations.
• EMBASSY SUITES, FRONT OFFICE MANAGER, DALLAS, TX, 11/01/08, 07/31/12, Supervised the daily operations of the front office staff., Implemented company programs to ensure that quality service and hospitality were provided., Maintained monthly budget and expense reports, as well as reconciled and balanced accounts., Resolved customer complications and complaints by conducting thorough research of the situation and determined the most effective solutions., Monitored quality analysis for front office staff to ensure continuous customer satisfaction., Assisted, training and coaching front office staff.
• STERLING RESORTS, TRAVEL COORDINATOR, DALLAS, TX, 01/01/09, 09/30/09, Researched and provided travel information to external partners and customers., Managed group sales database and was liaison for external partners., Trained and assisted in side-by-side training for the Travel Agents., Reconciled corporate accounts in group sales., Ensured account reconciliation was in compliance with group sales records., Provided weekly account reconciliation reports to management regarding the status.
• HAMPTON INN, FRONT DESK MANAGER, PLANO, TX, 09/01/05, 07/31/09, Managed the front desk operations including guest registration, room assignment and check-out procedures., Monitored the daily performance of the front office staff., Promptly and effectively dealt with customer’s complaints and requests., Assisted, trained, and coached front office staff., Ensured that the highest quality of service was always provided to the customer.
• WASHINGTON INVENTORY, DISTRICT TRAINER/RECRUITER, DALLAS, TX, 02/01/00, 08/31/06, Recruited new hires for employment and processed new hire paperwork., Trained employees on policies and procedures., Collaborated with Texas Workforce Centers in implementing job fairs to recruit for new hires., Delivered instructor led training and web-based training., Conducted performance and instructional analysis, assessed requirements, and needs of target to isolate gaps and improve performance.