Friendly and engaging team player that will encourage and lead the team to achieve their best results. I am professional and courteous towards customers and colleagues alike. I am accountable for my successes as well as my failures, and I seek ways to work more efficiently to produce better outcomes for the customers and team. I respect other’s opinions and encourage collaboration and partnership. I enjoy to getting to know the customers to better understand their needs to better service them and provide opportunities to enrich their lives.
Hi, I’m
TAHARA S. BALDWIN
Holyoke,MA
Summary
Overview
17
years of professional experience
Work History
Mass Mutual Federal Credit Union
Member Experience Associate
06.2024 - Current
Job overview
- Addressed escalated concerns with professionalism and tact, restoring trust in our organization's commitment to customer satisfaction.
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Collaborated with team members to achieve shared goals and improve overall member experience.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Provided exceptional service by understanding member needs and recommending appropriate products or services.
- Maintained detailed records of member interactions, ensuring accurate follow-up and timely resolution of issues.
- Facilitated positive interactions between members by organizing events or activities that fostered a sense of community.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Magnit Global Solutions - Mass Mutual Federal Credit Union
General Administrative Specialist
09.2023 - 06.2024
Job overview
- First point of contact for inbound calls and in person interactions with credit union members who have questions about or issues with the services at the credit union
- Access database to service credit union members accounts, and complete simple banking tasks
- Collaborate with supporting departments to resolve member issues
- Assist in the research of members accounts to determine the next steps to assist members to achieve a resolution, and contact member is needed
- Assist in various mailings, and distribution of materials to the corresponding departments
Mass Mutual Insurance Company
Call Center Representative
07.2022 - 06.2023
Job overview
- Handled up to100+ inbound calls daily from customers regarding their or a deceased loved one’s pension account
- Created appropriate death tasks for deaths identified by client/ contract holder
- Assisted customers with inquiries on the status of their account, bank and address changes
- Navigated databases to pull up accurate account information and document call results
- Collaborated with team members to help resolve complex issues
- Worked remotely and the office as a hybrid employee
American Honda Finance– Pride Staff
Customer Service Representative
09.2021 - 06.2022
Job overview
- Handled up to300+ inbound calls daily from customers regarding their vehicle lease/loan accounts
- Assisted customers with inquiries on the status of their account balance, past due payments, insurance updates, address changes, and bank changes
- Navigated databases to pull up accurate account information and document call results
- Communicated internally with team members to help resolve complex issues
Behavioral Health Network
Residential Supervisor
04.2021 - 08.2021
Job overview
- Supervisor a group home site for mentally disabled women
- Managed six direct care staff members in the home
- Participated in monthly24-7 on call rotation for the five homes in our district
- Responsibilities include but were not limited to money management for clients, doctor’s appointments and medication verification, documentation, and administration of medication to the individuals in the home
- Worked closely with doctors, nurses, and guardians to ensure the health and well-being of the individuals in our care
- Updated pertinent health and medical information on each individual monthly
- Writing and responding to emails about the individuals, within the company and on a state level to maintain a consistent and well-executed care plan for each individual
- Responsible for creating and maintaining staff schedules, overseeing timecards and time-off requests, approving timecards, as well as making sure all necessary information was submitted to the payroll department in a timely manner
- I also conducted staff meetings in person and via ZOOM, completed performance reviews, and reminded staff to attend company trainings
- Ensured group home was run smoothly and that all the individual’s needs were met both physically and mentally
Behavioral Health Network
Residential Support Staff
08.2020 - 04.2021
Job overview
- Worked in a group home for the mentally disabled, providing daily care for the individuals served
- Worked with other staff to prepare meals, maintain a safe and sanitized environment, administer medications and ensure the safety and well-being of the individuals who lived there
- Attended staff meetings and training, in person and via ZOOM, to ensure quality job performance
- Conducted and participated in safety drills to help individuals safely evacuate in case of emergency
- Administered medication to individuals in a group home setting
- Maintained and updated necessary medication documents, also participated in monthly medication reviews to ensure state compliance and safety
Center for Human Development
Residential Support Staff
12.2018 - 08.2020
Job overview
- I worked as a community-based day supports case manager for mentally disabled clients with CHD for one year
- I was responsible for providing enriching activities and job opportunities for individuals
- After a year I transitioned into a direct care staff position for three mentally disabled, and elderly individuals
- I worked closely with other staff member to ensure the safety and care of the disabled individuals living in the home
- Provided meals, personal care, and administered medication, while attending to each individual’s daily needs
- Documented and maintained daily logs regarding the individual’s activities and any physical/mental health concerns regarding the individuals
Stavros Center for Independent Living
Personal Care Assistant
07.2017 - 12.2018
Job overview
- Assisted individual with daily activities such as cleaning, cooking, hygiene maintenance, and administering medication
- I assisted my client with her daily needs such as combing her hair, helping her to get dressed for appointments, and preparing breakfast and lunch every day
- I monitored her medication and assisted in recording her weight and blood pressure daily
- I filed her important paperwork and organized the payroll sheets for her ease and convenience
- I brought the client to appointments and assisted with running daily errands
Valley Opportunity Council
Preschool Substitute Teacher (Churchill Childcare Center)
05.2014 - 04.2016
Job overview
- As a teacher, I was responsible for creating and executing lesson plans for20 students that addressed children’s learning abilities and capabilities on the total spectrum of learning styles and abilities
- Conducted and documented assessments using the Creative Curriculum Assessment tools in accordance with NAEYC and Early Education and Care (EEC) standards
- Maintained and securely filled confidential paperwork on children and their families
- Attended safety and education training to ensure a quality job performance
Valley Opportunity Council
Case Manager Assistant (Family Care Administrative Office)
02.2014 - 05.2014
Job overview
- I provided part-time support to the home-based daycare family services department of the Valley Opportunity Council
- I updated electronic files on the children in the program who were under the care of the foster system or child protective services for home-based daycare enrollment
- I maintained the physical files of each child under the program and conducted wellness checks over the phone to families as needed to perform my job
Pioneer Valley Transit Authority
Information Specialist/Customer Service Agent
07.2008 - 11.2011
Job overview
- I was responsible for answering customer questions for the regional transit authority and providing bus route and ticket information
- I also worked in the ticket sales office
- Provided bilingual services for Spanish-speaking customers in person and over the phone
- I am proficient in reading maps and navigating time schedules for multiple buses to plan successful bus trips for the customers
Education
Computer Learning Center of Philadelphia
Certificate from Computer Programming
University Overview
Willingboro High School
High School Diploma
University Overview
Holyoke Community CollegeHolyoke, MA
Associate in Science (AS) from Liberal Arts & Sciences
University Overview
- Mickey & Jennie Jedziniak Memorial Scholarship Recipient
- Completed AP course through the UMASS Honors Program, "Ideas that Change the World"
Skills
- Patience and composure
- Exceptional communication
- Effective decision making
- Data entry proficiency
- Banking
- Call center experience
- Relationship building
- Customer support
- Payment processing
- Financial transactions
Timeline
Member Experience Associate
Mass Mutual Federal Credit Union
06.2024 - Current
General Administrative Specialist
Magnit Global Solutions - Mass Mutual Federal Credit Union
09.2023 - 06.2024
Call Center Representative
Mass Mutual Insurance Company
07.2022 - 06.2023
Customer Service Representative
American Honda Finance– Pride Staff
09.2021 - 06.2022
Residential Supervisor
Behavioral Health Network
04.2021 - 08.2021
Residential Support Staff
Behavioral Health Network
08.2020 - 04.2021
Residential Support Staff
Center for Human Development
12.2018 - 08.2020
Personal Care Assistant
Stavros Center for Independent Living
07.2017 - 12.2018
Preschool Substitute Teacher (Churchill Childcare Center)
Valley Opportunity Council
05.2014 - 04.2016
Case Manager Assistant (Family Care Administrative Office)
Valley Opportunity Council
02.2014 - 05.2014
Information Specialist/Customer Service Agent
Pioneer Valley Transit Authority
07.2008 - 11.2011
Willingboro High School
High School Diploma
Computer Learning Center of Philadelphia
Certificate from Computer Programming
Holyoke Community College
Associate in Science (AS) from Liberal Arts & Sciences
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