Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kimberly Baker

Kimberly Baker

Jacksonville,Florida

Summary

Dependable Team Coach and Warehouse Associate able to handle diverse job requirements and meet company goals. Well-developed communication and problem-solving abilities. Resolves problems tactfully, keeping employees and customers satisfied with fast, accurate service. Exceptional abilities in process improvement, customer service and management. Collaborative and open team player adept at working with management to find and implement effective solutions. Willingness to take on added responsibilities to meet team goals.

Overview

25
25
years of professional experience
1
1
Certificate

Work History

Seasonal Communications Specialist

AMAZON.COM SERVICES, LLC
Jacksonville, FL
09.2022 - Current
  • Respond accurately and professionally to questions and concerns from associates through multiple channels in a timely manner
  • Escalate when discrepancies or issues arise with associate interactions such as Leave of Absence, accommodations, or other employee relations issues
  • Advocate for the employee experience by partnering effectively with leaders, partners, and core teams to provide world-class service to Amazon associates, including educating them on how and when to use self-service tools
  • Assist managers in responding to associate questions regarding time/attendance, benefits, policies, accommodations, LOA

Warehouse Associate

AMAZON.COM SERVICES, LLC
Jacksonville, FL
11.2021 - Current
  • Receive and put away inventory
  • Oversee Problem Solving by troubleshooting inventory problems and drive them to closure
  • Assist with Onboarding and training Day 1 associates
  • Build pallets to ship to other fulfillment centers
  • Driving PITs to move pallets of work from the trailers into corral buffers
  • Lift and move items up to 49 pounds
  • Regularly bend, lift, stretch and reach both below the waist and above the head
  • Use pallet jacks and utility carts to move items around
  • Participate in maintaining a clean and organized working environment within the warehouse
  • Work safely around moving machinery

Executive Resolution Team Coach

AETNA, A CVS HEALTH COMPANY
Jacksonville, FL
12.2018 - Current
  • Assist the Executive Team in supporting the Common Purpose by advocating for our customers to obtain the best possible outcome and resolution to their concerns
  • Work diligently with the ERT manager as back up when she is out of office, taking supervisor calls and escalated issues to the CEO, President, and any direct reports within Aetna/CVS
  • Oversee training all new hires
  • Design, develop and enhance training material and workflows
  • Ensure consultants’ cases are closed within required timeframes
  • Review all new consultants’ appeal and complaint letters for accuracy
  • Provide one on one coaching to each team member

Executive Resolution Team Complaint and Appeal Consultant

AETNA, A CVS HEALTH COMPANY
Jacksonville, FL
03.2017 - 12.2018
  • Handle all correspondence including calls, letters, faxes, and emails addressed to the Executive office, Board of Directors, Medical Director, Compliance and Legal teams
  • Independently manage all Better Business Bureau complaints
  • Research and translate organizational policy into intelligent and logically written and/or verbal responses for all products and issues pertaining to members or providers
  • Demonstrate “Best in Class” letter writing skills based on current findings, regulations, and legislation
  • Initiate and encourage open and frequent communication, between constituents, to dissect policies, trends, and workflows, in turn identifying areas in need of improvement, throughout various departments

Regulatory Resolution Team Complaint and Appeal Analyst

AETNA, A CVS HEALTH COMPANY
Jacksonville, FL
06.2015 - 03.2017
  • Perform case entry for incoming complaints and triage appropriately
  • Identify trends and emerging issues and report and recommend solutions
  • Research claim processing logic to verify accuracy of claim payments, member eligibility data, billing/payment status
  • Identify and research all components within member or provider/practitioner complaints/appeals for all products and services
  • Follow up to assure complaint/appeal is handled within established timeframe to meet company and regulatory requirements
  • Act as single point of contact for the Department of Insurance, Department of Health or Attorney General complaints and appeals

Tech Project Solutions Analyst

BANK OF AMERICA
Jacksonville, FL
08.2009 - 12.2014
  • Provides end-to-end support for technology programs and projects
  • Performs work related to IT implementations, upgrades, conversions, and recovery
  • Provides analytical support for IT projects, develop, and revise project materials, and maintain project documentation
  • Supports development and execution of Production Support communications
  • Repository Administrator for SharePoint and Discovery sites
  • Security Point of Contact for Global Technology & Operations (adds, modify, delete employee access for all bank applications and firewalls)

Analyst II-Generalist

BANK OF AMERICA
Jacksonville, FL
09.2007 - 08.2009
  • Run monthly database processing on total cost of bank applications
  • Administer Mainframe Mapping changes and fulfill requests for ad hoc reports
  • Operate Application Inventory Tool (AIT) system of record for Bank of America’s 6000+ applications (grant access; provide reports and ad hoc data extracts, etc.)
  • Maintain overall Application Inventory Tool support activity and agreements (infrastructure, SLA's, etc.)
  • Provide data quality metrics and other reporting

Senior Operations Analyst

BANK OF AMERICA
Jacksonville, FL
10.2000 - 09.2007
  • Coordinate implementation of countermeasures by partnering with the regional scheduler and training partners to create new hire schedules
  • Coordinate and communicate on team meetings, conferences, and other training as necessary
  • Communicate regularly with key business partners including Software Support, Training & Development, Quality & Productivity, Finance, and Capacity Managers to identify and address gaps in performance
  • Monitor and assist with real-time service level management
  • Analyze performance reports and provide suggestions and recommendations to call center leadership to improve customer service and overall service levels

Sr. Escalation Representative

BANK OF AMERICA
Jacksonville, FL
07.1998 - 10.2000
  • Create training manuals targeted at resolving most difficult customer issues
  • Addressed negative customer feedback immediately
  • Effectively communicated with team members to maintain clearly defined expectations
  • Resolved customer questions, issues, and complaints
  • Recognized for excellent customer service skills on numerous occasions

Education

B.A. degree - Business Administration

The University of Arizona Global Campus
Arizona
08.2023

Skills

  • Performance Monitoring and optimization
  • Staff Training
  • Quality Assurance
  • Coaching and Mentoring
  • Resolving Complaints
  • Organization and Prioritization
  • High-Volume Environments
  • Customer Satisfaction
  • Team Leadership
  • Employment Recordkeeping
  • Workforce Efficiency
  • Policy and Procedure Writing
  • Workforce Scheduling
  • Effective Communication

Certification

  • Aetna White Belt (ABX Certified)
  • Contact Center Operations Certification
  • Foundations for Leadership Certification

Timeline

Seasonal Communications Specialist

AMAZON.COM SERVICES, LLC
09.2022 - Current

Warehouse Associate

AMAZON.COM SERVICES, LLC
11.2021 - Current

Executive Resolution Team Coach

AETNA, A CVS HEALTH COMPANY
12.2018 - Current

Executive Resolution Team Complaint and Appeal Consultant

AETNA, A CVS HEALTH COMPANY
03.2017 - 12.2018

Regulatory Resolution Team Complaint and Appeal Analyst

AETNA, A CVS HEALTH COMPANY
06.2015 - 03.2017

Tech Project Solutions Analyst

BANK OF AMERICA
08.2009 - 12.2014

Analyst II-Generalist

BANK OF AMERICA
09.2007 - 08.2009

Senior Operations Analyst

BANK OF AMERICA
10.2000 - 09.2007

Sr. Escalation Representative

BANK OF AMERICA
07.1998 - 10.2000

B.A. degree - Business Administration

The University of Arizona Global Campus

Similar Profiles

CREATE PROFILE
Kimberly Baker