Sheila Baeyen
Plymouth
Summary
Dynamic customer service professional with extensive experience at WEX Health Inc., excelling in call center operations and client relationship management. Proven ability to reduce complaints by 95% through effective communication and problem-solving skills. Proficient in Microsoft Office Suite and Salesforce, consistently surpassing performance metrics to enhance customer satisfaction.
Overview
15
15
years of professional experience
Work History
Consumer Client Support
WEX Health Inc.
Edina
10.2019 - 01.2025
- Managed 30-50 phone calls daily to address client inquiries efficiently.
- Provided expert guidance on HSAs, FSAs, HRAs, and various benefits.
- Developed strong client relationships through active listening and empathy, reducing complaints by 95%.
- Handled high volumes of incoming communications, meeting response times of five minutes or less.
Customer Service Representative
APPS PARAMEDICAL
Plymouth
08.2017 - 03.2019
- Configured client accounts in AppsLive for life insurance medical exams.
- Managed 20-30 inbound and outbound calls daily.
- Received faxes in Go Solo and uploaded to client cases.
- Released cases to examiners via AppsLive platform.
- Updated cases daily to ensure accurate information.
Customer Service Representative/Office Assistant
Care Cab Transportation
Plymouth
07.2015 - 07.2017
- Researched and set up clients in MediRoutes for transportation services.
- Eliminated mileage charges for no-show trips to optimize billing accuracy.
- Verified medical assistance eligibility for EVS clients in MN-ITS system.
- Entered authorization information for Wright County clients into the database.
- Processed faxes from care centers and MA care providers efficiently.
- Managed VA billing by entering necessary information into Tungsten platform.
Customer Service Representative
Kelly Services (Allianz)
St. Louis Park
05.2014 - 10.2014
- Filed annuity documents systematically to ensure easy retrieval.
- Gathered claims for faxing and mailing to expedite processing.
- Labeled and sorted files to maintain organized records.
- Generated reports on order statuses for management review.
- Compiled suitability file reports to support compliance checks.
- Distributed fax transfers among coworkers to enhance workflow efficiency.
- Executed electronic fax transfers to streamline communication processes.
- Provided backup support to two full-time employees during peak periods.
Inbound Sales Consultant/Customer Service Representative
Best Buy For Business (B2B)
Richfield
03.2010 - 08.2013
- Utilized CRM software to retrieve customer information efficiently.
- Processed orders using Comergent software for timely fulfillment.
- Communicated essential information to various departments via email.
- Conducted 80 to 100 outbound LRT dials daily, qualifying leads for outbound territory teams.
- Assessed customer needs to deliver a positive end-to-end experience.
- Consistently surpassed quality and productivity metrics set by management.
- Supported business initiatives, including campaigns and promotions, to drive engagement.
- Managed inbound calls from outbound efforts, facilitating effective follow-up and coaching opportunities.
Education
High School Diploma - Sales and Marketing training
Rockford School District
Rockford, MNSkills
- Microsoft Office Suite
- Data management
- Call center operations
- Communication skills
- Problem solving
- Customer service
- Salesforce
References
References available upon request.
Timeline
Consumer Client Support
WEX Health Inc.
10.2019 - 01.2025
Customer Service Representative
APPS PARAMEDICAL
08.2017 - 03.2019
Customer Service Representative/Office Assistant
Care Cab Transportation
07.2015 - 07.2017
Customer Service Representative
Kelly Services (Allianz)
05.2014 - 10.2014
Inbound Sales Consultant/Customer Service Representative
Best Buy For Business (B2B)
03.2010 - 08.2013
High School Diploma - Sales and Marketing training
Rockford School District
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