Shareese Baines
Newark,NJ
Summary
Compassionate and results-driven professional with 10+ years of experience in healthcare, banking, and high-volume service environments, transitioning into social work. Demonstrated ability to advocate for individuals, navigate complex systems, and support clients during high-stress situations. Strong foundation in behavioral science with a BA in Psychology (Expected May 2026), Dean’s List honors, and Alpha Sigma Lambda nomination. Committed to clinical social work and supporting underserved communities through trauma-informed, client-centered care.
Overview
13
13
years of professional experience
Work History
Member Services Associate
Horizon BCBSNJ
Newark, NJ
08.2025 - Current
- Advocate for members navigating healthcare systems to access affordable, quality care
- Resolve complex benefit, claims, and coverage issues while ensuring compliance and accuracy
- Support individuals during high-stress situations with empathy and clear communication
- Coordinate cross-functional efforts to remove barriers to care and improve outcomes
- Analyze member concerns to identify patterns and recommend service improvements
Customer Service Call Center Specialist / Team Lead
Audible/Amazon
Newark, NJ
11.2022 - 08.2025
- Led high-performing team delivering client-centered support in fast-paced environment
- Managed escalations requiring conflict resolution, empathy, and problem-solving
- Coached team members to improve communication, de-escalation, and service outcomes
- Facilitated training sessions on compliance, fraud awareness, and service standards
- Improved customer satisfaction and reduced repeat issues through process improvements
Senior Banking Associate
Affinity FCU
Basking Ridge, NJ
07.2021 - 01.2022
- Supported clients in navigating financial services and resolving account concerns
- Ensured compliance with regulatory standards and risk management procedures
- Provided guidance to individuals experiencing financial stress or challenges
- Collaborated with teams to improve efficiency and client satisfaction
Patient Care Coordinator / Team Lead
UnitedHealth Group
Secaucus, NJ
12.2019 - 07.2021
- Coordinated patient care plans and insurance processes to ensure access to services
- Served as escalation point for complex patient and provider issues
- Supported patients during medical and administrative challenges with empathy
- Maintained HIPAA compliance and quality assurance standards
- Improved workflow efficiency and care coordination outcomes
Additional Experience
Valley Bank | Paychex | Bank of America
01.2013 - 01.2019
- Provided client-centered support in regulated environments
- Resolved complex financial and service-related issues
- Maintained accurate documentation and ensured compliance
- Developed strong communication, problem-solving, and advocacy skills
Education
Associate Degree - Business Administration
Gibbs College
05-2005
Bachelor of Arts - Psychology
William Paterson University
05-2026
Skills
- Client Advocacy
- Crisis Intervention
- Healthcare Navigation
- Cultural Competence
- Active Listening
- Case Documentation
- Conflict Resolution
- Team Leadership
Timeline
Member Services Associate
Horizon BCBSNJ
08.2025 - Current
Customer Service Call Center Specialist / Team Lead
Audible/Amazon
11.2022 - 08.2025
Senior Banking Associate
Affinity FCU
07.2021 - 01.2022
Patient Care Coordinator / Team Lead
UnitedHealth Group
12.2019 - 07.2021
Additional Experience
Valley Bank | Paychex | Bank of America
01.2013 - 01.2019
Associate Degree - Business Administration
Gibbs College
Bachelor of Arts - Psychology
William Paterson University