SHANTERRIA BALDWIN
Riverview,US
Summary
Professional with strong background in client support/ care coordinator, adept at resolving complex issues and improving user experiences. Known for effective collaboration and adaptability in dynamic environments. Proven ability to manage multiple priorities while maintaining high standards of service. Skilled in communication, problem-solving, and leveraging software tools to drive results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Support Analyst
US Legal Support - Litigation Resource Services
Tampa, FL
12.2023 - 04.2025
- Office coordinator
- High volume calls inbound and outbound
- Outlook, Teams, Zendesk
- 8X8 phone system
- Streamlined support processes for increased efficiency and faster response times.
- Managed high-volume client inquiries, consistently meeting or exceeding resolution targets and response time goals.
- Recognized as a top performer within the team due to consistent delivery of high-quality support services and excellent customer feedback scores.
- Handled sensitive data responsibly by adhering strictly to company privacy policies and industry regulations.
Customer Service
Randstad USA
Remote
10.2021 - 05.2023
- Vanguard
- Account Maintanece
- Open New Accounts
- Change Account Ownership
- Verify CDC (certified death certificate), CLOT (Certified letters of testamentary), and SEA (Small Estate Affidavit)
- Lexis Nexis, Crave, Microsft Word, Microsoft Excel, Teams, Genesys
Customer service Representative
Health Plan Services
11.2019 - 05.2021
- Staffing employees to authorized sites to perform Covid vaccine shots
- Excellent communication skills via email and phone to staffing agencies
- Making inbound/outbound calls to members about their healthcare plan
- Contacting PCPs to verify specifics about the member to ensure we have the most updated and accurate info on file
- Being a liaison for our members by making them aware of their healthcare benefits
Member Service Agent
US Imaging Network
09.2018 - 03.2019
- Scheduling members for Advanced Radiology Test. I.e. MRI CT or PET scans.
- Typing 48 wpm
- Excellent commutation and interpersonal skills
Senior Processor Executive
COGNIZANT/ Emblem Health Medicaid
04.2018 - 08.2018
- High- Volume Inbound Calls
- Basic claims resolution
- Scheduled appointments
- Find/assigned doctor
- Advocated for members
- Multitasking
- Typing 46 wpm
- Excellent communication and interpersonal skill
Transportation- Dees Attendant
Hillsborough School District
04.2013 - 03.2018
- HOST Program Coordinator -Monitor and facilitate a safe environment for school age children and staff
- Secretarial Skills
- Face to face client contact services
- Written and verbal communication skills
- Oversee a staff of 6-8 employee
Recreation Leader
City of Tampa Parks and Recreation
Tampa, FL, US
06.2015 - 08.2017
- Seasonal
- Supervise and instruct students between age 5-12
- Organize and facilitate group activities
- Face to face customer service with parents
- Verbal and written communication
- Inbound/outbound calls
- Secretarial Skills
Call Center Representative
Convergys Call Center
12.2014 - 02.2015
- High- Volume Inbound Calls
- Resolving and helping Customer troubleshoot software
- Multitasking
- Typing 46 wpm
- Excellent communication and interpersonal skill
Education
GED -
Skills
- Expert
- New account specialist
- Client relationship building
- Strong work ethic
- Reliability
- Excellent communication
- Effective communication
- Active listening
- Adaptability and flexibility
Certification
- CPR
- First Aid and Blood Borne Pathogens certified
- Typing skills
- Windows
- Word Doc and Excel trained
- Medical terminology
- Electronic Medical Records
Associations
- Service Agent
- Member
Timeline
Client Support Analyst
US Legal Support - Litigation Resource Services
12.2023 - 04.2025
Customer Service
Randstad USA
10.2021 - 05.2023
Customer service Representative
Health Plan Services
11.2019 - 05.2021
Member Service Agent
US Imaging Network
09.2018 - 03.2019
Senior Processor Executive
COGNIZANT/ Emblem Health Medicaid
04.2018 - 08.2018
Recreation Leader
City of Tampa Parks and Recreation
06.2015 - 08.2017
Call Center Representative
Convergys Call Center
12.2014 - 02.2015
Transportation- Dees Attendant
Hillsborough School District
04.2013 - 03.2018