Summary
Overview
Work History
Education
Skills
Timeline
Generic

KIMBERLY BAKER

Plain Dealing,LA

Summary

Qualified [Desired Position] with solid background in insurance sales, offering valuable expertise in customer relationship management and policy recommendations. Successfully facilitated numerous policy renewals and new sign-ups, enhancing client satisfaction. Demonstrated proficiency in risk assessment and claims processing, ensuring smooth operations and client retention.

Overview

13
13
years of professional experience

Work History

Licensed Insurance Sales Professional

USAA-Remote
07.2021 - 12.2024
  • I used their program Citrix and BMS, Slack, Outlook and Cisco jabber.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Efficiently resolved complex customer inquiries by leveraging deep understanding of policy details and available resources.
  • Utilized advanced CRM software to manage leads effectively, increasing lead-to-customer conversion rate significantly over time.

Case Investigator

General Dynamics
03.2018 - 07.2021
  • Remote Position. Inbound and Outbound calls to complete positive covid cases using Incontact and Redcap programs and then Maven. Softphone technology. Gathering information on patients and Providing information on covid and the quarantine per Arkansas and CDC guidelines. Calculating release dates using covid calculator. Emailing Supervisors to help with any questions or concerns in a timely manners. Closing cases once the patient has recovered. Documenting all files to represent actions I have taken on the case. Using SharePoint to process school cases and send documentation to schools. Learning a new program; Maven. Completing LMS learning activities. Daily use of Teams and Skype programs.

Customer Service Representative

Colorado Department of Human Services
11.2016 - 03.2018
  • anywhere from 30-60 calls a day. Helping customers with unemployment claims in a remote position. Helping team members with proper procedure and guiding them throughout the day. Processing calls and data to see who to route a call to. Troubleshooting problems and dispersing calls and emails to proper channels. Relaying information to callers per the customer's request. Using Softphone technology and Computer Programs.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Office Manager/Dispatch Tech/Senior Accounts Payable Specialist

Premier Heating and Cooling
11.2011 - 01.2017
  • Dispatch of Technicians, Office Management, organizing schedules vs jobs, Maintaining, and balancing the budget, helping team members maintain great customer service, scheduling, heavy phone lines, payroll, Accounts payable and receivable, Shipping and Receiving, Promoting safe and good work areas. Helping wherever I was needed to achieve the goal.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.

AP and AR-Office Manager

James Construction Group
04.2013 - 01.2017
  • I oversaw over 300 employees, 2 Supervisors and 6 Foremen. Running the office for them while building I-49. Payroll, customer service, AR, helping adhere to state guidelines while keeping paperwork and details of the job. Hiring and Termination paperwork. Administering Drug Screens. Payroll, anything needed for day to day operation that would arise
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.

Education

Associates in Applied Science - Medical Assisting

Career Technical College
Monroe, LA
12.2010

Bachelor of Science - Business

University of Phoenix
Tempe, AZ
12-2026

PNC License - Insurance

State of Louisiana
Shreveport, LA
08-2022

Skills

  • Organization
  • Client relationship building
  • Email communication
  • Documentation
  • Follow-up skills
  • Policy analysis
  • Continuing education
  • Cold calling
  • Customer service
  • Licensed insurance agent
  • Insurance sales
  • Account management
  • Customer needs assessment
  • Client retention

Timeline

Licensed Insurance Sales Professional

USAA-Remote
07.2021 - 12.2024

Case Investigator

General Dynamics
03.2018 - 07.2021

Customer Service Representative

Colorado Department of Human Services
11.2016 - 03.2018

AP and AR-Office Manager

James Construction Group
04.2013 - 01.2017

Office Manager/Dispatch Tech/Senior Accounts Payable Specialist

Premier Heating and Cooling
11.2011 - 01.2017

Associates in Applied Science - Medical Assisting

Career Technical College

Bachelor of Science - Business

University of Phoenix

PNC License - Insurance

State of Louisiana

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