Mark Baca III
Mesa,AZ
Overview
7
7
years of professional experience
Work History
Claim Associate - Express
State Farm
04.2024 - Current
- Developed in-depth understanding of insurance policies and procedures.
- Collaborated with internal departments and external vendors to resolve claims.
- Posted payments to accounts and maintained records.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Kept current on insurance regulations, laws, policies and procedures.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
Investigation Specialist, L3
Amazon
04.2022 - 03.2024
- Delivered excellent customer service over the phone and in chat.
- Assisted customers effectively in the event they had a complaint over the phone and in chat.
- Assisted employees effectively in the event they had questions or concerns whether in person, in chat, or on the phone.
- Assisted other specialists on the help desk team. Completed leadership call backs and escalation manager call back requests.
- Added posts to the site news board, such as community engagement, overtime, new job openings, critical updates, etc.
- Assisted the site as a mentor, such as hosting shadow sessions, training new hires, sharing bookmarks, and demonstrating my excellent task handling skills.
- Completed escalations to resolve customer issues, process improvements, resolving technical issues, etc.
- Assisted on projects and pilots to resolve customer issues and improve the site’s performance.
Food Delivery Driver
Uber Eats
02.2022 - 05.2023
- Completed on-time deliveries by choosing the best and most efficient routes.
- Excellent attention to detail on vehicle cleanliness and maintenance.
- Actively communicated with customers, merchants, and the company.
- Efficiently solved issues with customers, merchants, and the company.
- Multi-tasked in a fast pace and potentially dangerous environment.
Warehouse Associate
Amazon
03.2020 - 04.2022
- Performed warehouse laborer duties, including picking, packing, counting, maintaining inventory.
- Consistently maintained picking and stowing speeds in the 95th percentile.
- Picked all orders with 100% accuracy despite speeds.
- Maintained a clean work environment.
- Ensured the safety of the work environment.
- Help other employees with questions relating to work.
Shift Manager
WBF Management (McDonald’s)
05.2017 - 03.2020
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Tracked receipts, employee hours, and inventory movements.
- Exercised composure under pressure and in escalated customer service scenarios.
- Observed cash handling and security procedures during shifts to recognize and address issues with staff.
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Education
Arizona State University
Tempe, Arizona05-2022
High Scool Diploma -
South Mountain High School
Phoenix, Arizona05-2019
Skills
- Adherence to high customer service standards
- Superior verbal and written communication skills
- Multi-line phone talent
- Excellent time management
- Exceptional attention to detail
- Insurance knowledge
- Claims Processing
Interests
Timeline
Claim Associate - Express
State Farm
04.2024 - Current
Investigation Specialist, L3
Amazon
04.2022 - 03.2024
Food Delivery Driver
Uber Eats
02.2022 - 05.2023
Warehouse Associate
Amazon
03.2020 - 04.2022
Shift Manager
WBF Management (McDonald’s)
05.2017 - 03.2020
Arizona State University
High Scool Diploma -
South Mountain High School
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