Laila Baker
Shreveport,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Solid team player with an outgoing, positive demeanor who is 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
6
6
years of professional experience
Work History
Customer Service Representative
GDIT
Bossier City, LA
09.2022 - Current
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Deliver prompt service to prioritize customer needs.
- Meet customer call guidelines for service levels, handle time and productivity.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Train new personnel regarding company operations, policies and services.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exhibit high energy and professionalism when dealing with clients and staff.
Patient Access Representative
Ochsner LSU Health
Shreveport, LA
11.2021 - 09.2022
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Customer Service Representative
Walgreens
Shreveport, LA
02.2020 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
Cashier
Kroger
Shreveport, LA
01.2018 - 05.2019
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
Education
Early Childhood Education
Northwestern State University of Louisiana
Natchitoches, LAHigh School Diploma -
C.E. Byrd High School
Shreveport, LA05.2018
Skills
- Teamwork
- Time Management
- Verbal and Written Communication
- Creative Problem Solving
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Ability to organize, multitask, and prioritize work
- Reliable and Dependable
- Typing Proficiency
- Customer Data Confidentiality
Timeline
Customer Service Representative
GDIT
09.2022 - Current
Patient Access Representative
Ochsner LSU Health
11.2021 - 09.2022
Customer Service Representative
Walgreens
02.2020 - 09.2021
Cashier
Kroger
01.2018 - 05.2019
Early Childhood Education
Northwestern State University of Louisiana
High School Diploma -
C.E. Byrd High School