Lovey Baker
Jacksonville
Summary
Dedicated and customer-focused professional with extensive experience in call center and client support roles, seeking a Customer Service Representative position. Skilled in resolving inquiries, managing high-volume interactions, and delivering exceptional service. Committed to contributing to team success and enhancing customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative 2
Freedom Mortgage
Jacksonville, FL
01.2025 - 07.2025
- Managed resolution of mortgage payment issues, ensuring high levels of customer satisfaction.
- Directed inbound and outbound call activities to streamline communication and enhance operational effectiveness.
- Resolved mortgage-related inquiries effectively, contributing to improved client satisfaction. Supported clients in managing accounts and addressing loan-related questions, resulting in enhanced service delivery.
- Addressed customer issues swiftly and effectively, ensuring a positive experience and fostering loyalty.
- Analyzed team workflows and implemented strategies to improve process efficiency and collaboration.
- Tracked and updated comprehensive records of client interactions and transactions in company databases for improved service delivery.
Customer Service Representative
Maximus
Jacksonville, FL
06.2023 - 03.2024
- Utilized various communication channels to address customer inquiries and resolve issues, ensuring exceptional service delivery.
- Supported clients in understanding program information and completing application processes to maintain compliance and improve user experience.
- Implemented systematic documentation of interactions and transactions, optimizing operational efficiency in company databases.
CSR - Customer Service Representative
Automated Health Systems
Remote
08.2022 - 12.2023
- Responded to client inquiries regarding healthcare plans and account issues through effective management of inbound and outbound calls.
- Investigated and rectified billing eligibility and claims challenges, ensuring optimal customer satisfaction levels.
- Systematically logged all interactions in company databases to facilitate compliance and reinforce quality assurance protocols.
Customer Service Representative/Call Center
GC Services
Jacksonville, FL
09.2020 - 01.2021
- Oversaw high volume of inbound and outbound calls, addressing billing service inquiries and account updates for Florida Power customers.
- Addressed customer issues promptly and professionally, enhancing overall customer satisfaction.
- Analyzed processes to identify opportunities for streamlining, enhancing efficiency and reducing call handling time.
- Ensured accuracy and detail in maintaining records of customer interactions, adhering to company and regulatory standards.
- Facilitated collaboration among team members and management to drive achievement of departmental goals.
Customer Service Representative
Concentrix
Jacksonville, FL
06.2019 - 12.2020
- Provided comprehensive support to Humana members by addressing inquiries related to health plans, claims, and account information via phone and digital platforms.
- Resolved billing eligibility and coverage inquiries to uphold customer satisfaction standards.
- Maintained accurate documentation of interactions within company systems to support quality assurance initiatives.
Education
High School Diploma -
Jean Ribault High School
Jacksonville, FL05.2018
Skills
- Conflict Resolution & De-escalation
- CRM Systems (Salesforce, Zendesk, etc)
- Strong Written & Verbal Communication
- Microsoft Office Suite
- Typing Speed: 45 WPM
- High Accuracy & Attention to Detail
Certification
- BLS Certification
- CPR Certification
Timeline
Customer Service Representative 2
Freedom Mortgage
01.2025 - 07.2025
Customer Service Representative
Maximus
06.2023 - 03.2024
CSR - Customer Service Representative
Automated Health Systems
08.2022 - 12.2023
Customer Service Representative/Call Center
GC Services
09.2020 - 01.2021
Customer Service Representative
Concentrix
06.2019 - 12.2020
High School Diploma -
Jean Ribault High School