Markeis Baulkman
Fresno,CA
Summary
Driven professional with a proven track record in compassionate caregiving and patient confidentiality, honed across roles at Aetna and other healthcare settings. Excelled in enhancing patient experience through effective problem-solving and reliable care, achieving increased patient satisfaction. Skilled in HIPAA compliance and CPR, demonstrating a commitment to patient safety and wellness. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. 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
7
7
years of professional experience
Work History
Direct Care Worker
Rice Residential Care Facility
Fresno, CA
11.2023 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
Customer Service Representative
Conduent Call Center
Fresno, CA
11.2021 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Health Concierge
Aetna, A CVS Health
Fresno, CA
04.2019 - 08.2020
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Facilitated communication between patients and medical professionals, ensuring clarity and understanding for all parties involved.
- Evaluated patient feedback and made necessary adjustments to processes, ensuring continuous improvement in service delivery.
- Maintained accurate records of patient interactions, ensuring effective communication within the care team.
- Coordinated care between multiple departments for seamless transitions and optimal patient support.
Customer Care Representative
Alorica
Fresno, CA
09.2017 - 03.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
Patient Care
Reliability and punctuality
Compassionate Caregiving
CPR Certified
Problem-solving abilities
Data Entry
Call center experience
Patient confidentiality
HIPAA Compliance
Problem-Solving
Timeline
Direct Care Worker
Rice Residential Care Facility
11.2023 - Current
Customer Service Representative
Conduent Call Center
11.2021 - 02.2023
Health Concierge
Aetna, A CVS Health
04.2019 - 08.2020
Customer Care Representative
Alorica
09.2017 - 03.2019
High School Diploma -
Penn Foster Career School