Lillian Marie Baker
Horseheads ,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and team members. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Customer Service Representative-N-Quality Control
Navient/Horne
Horseheads , NY
09.2021 - 10.2023
- Managed the intake of funding requests and performed a timely review of supporting documentation related to emergency rental relief claims and met daily and weekly production goals.
- offered solutions to accelerate the funding review process
- utilized program policies and procedures to quickly solve problems and ensure program compliance.
- Trained and provided technical assistance to eligibility specialists.
- Oversaw policy and procedures team answering questions on a live sheet providing guidance on policy and directing team members to updated SOP's and eligibility guidelines.
Education
GED -
DCMO BOCES
Norwich, NY04.2012
Skills
- Report Generation
- Data Collection
- Information Security
- Data Entry
- Account Updating
- Product Knowledge
- Team Development
- Quality Control
- Spreadsheets
- Staff Training
- Microsoft Office Expertise
- Conflict Resolution
- Computer Proficiency
- Multi-Task Management
- Microsoft Excel
- Lead Generation
- Microsoft Office Suite
- Adaptive Team Player
Accomplishments
Promoted to irregularity team, analyzing applications and documents using critical thinking skills and 3rd party verifications to ensure accuracy and transparency for applicants and the client.
Promoted to the Policy and training team where I facilitated and gave guidance on current policies and procedures and published a weekly memo on policy updates and important information.
Timeline
Customer Service Representative-N-Quality Control
Navient/Horne
09.2021 - 10.2023
GED -
DCMO BOCES
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