Tiffany Baker
Summary
Dedicated customer service professional with years of experience in a fast-paced environment seeking an opportunity to utilize years of experience, and professionalism. Exceptional at handling a wide range of contact methods while accurately and empathetically handling customer issues, and providing first class service with every interaction.
Overview
8
8
years of professional experience
Work History
Customer Relations Manager
Progressive Insurance
05.2024 - 02.2025
- Verified the identity of policyholders to ensure accuracy and security.
- Employed active listening techniques to fully understand and address customer concerns.
- Conducted thorough research on auto policies to gather relevant information regarding rate increases, billing details, coverage specifics, and other pertinent data to assist during calls.
- Provided education to policyholders regarding their coverage options and the current status of their policies.
- Focused on ensuring customer satisfaction by delivering clear and informative policy-related guidance.
- · Assisted customers with policy payments and utilized state-specific guidelines to provide accurate information tailored to their needs.
Dental Customer Service
Carefirst of Maryland
05.2022 - 07.2023
- Conducted thorough research on insurance policies.
- Assisted patients and providers with inquiries regarding insurance policies.
- Managed policy payments and ensured accuracy.
- Handled claim adjustments as needed.
- Reissued checks to patients and providers.
- Communicated effectively through emails to both providers and patients.
- Verified compliance with HIPAA regulations.
- Drafted and sent correspondence emails and letters.
- Educated providers and patients about policy details and benefits.
- Facilitated transfers to appropriate departments when necessary.
- Researched and verified provider information and statuses.
- Provided education on claims information to both providers and patients.
- Ensured that patients and providers were informed about self-service options.
- Promoted feedback surveys to enhance quality of assistance.
- Managed de-escalation situations with professionalism and empathy.
- Supported colleagues and team members as needed.
- Documented and notated each account meticulously.
- Supplied providers with accurate ADA code information.
- Explained specific policy details clearly to ensure understanding.
Fraud Analyst
Bank of America
06.2020 - 01.2022
- Handled heavy inbound calls
- Assisted clients with personal and business accounts
- Aided clients with inquiries about accounts
- Processed tickets for fraudulent activity
- Analyzed client concerns with fraud, non fraud, complaints, concerns, or issues with ATMS, transactions, and or financial loss
- Ensured client satisfaction as priority
- Assured quality client interaction
- Promoting self service, as well as, ensuring client understanding of policies and procedures
- Responsible for de-escalating irate or irrational clients
- Educated clients on personal and business accounts
Customer Service Representative
Synetics
03.2017 - 07.2019
- Answered massive inbound calls from residential, and commercial customers, 911 emergency dispatchers, contractors, Emergency responders, Highway Administration, Fire Departments
- Ensured customer satisfaction by de-escalating issues with accounts, payments, and technical issues
- Referred customer resources for high energy bills, or for service restoration
- Assisted with customers accounts, general questions, payments, technical issues,or transfer to appropriate department for further assistance
- Reported any fraudulent accounts, or Theft of Energy (TOE) that were reported or noticed for further investigation
- Submitted information to gas/electric dispatch in regards to any outages, gas or electrical emergencies, street light shortages or disconnects, or concerns reported
- Ensured accuracy in tickets submitted to dispatch in timely manner
- Recognized by company for assisting with near miss gas call by submitting gas ticket correctly and assisting customer in a timely fashion
- Assisted with training new collections class during On the Job Training (OJT)
Education
High School Diploma -
Milford Mill Academy
Baltimore, MD06-2007
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- 45 WPM
- Time Management
- Phone etiquette
- Multi screen computers
- Switchboard phones
- Daily reports
- Problem solving
- Active listening
- Conflict resolution
- Leadership
- Training
- Decision Making
- Adaptability
- Strong work ethic
- Quality assurance
- Workload management
- CRM software proficiency
- Attention to detail
- CRM software
- Account updates
- Customer service
- Problem-solving
- Customer relations
- Training and mentoring
- Data entry
- Account services
- Customer complaints escalation
- Good judgment
- Teamwork
- Time management
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Computer skills
Timeline
Customer Relations Manager
Progressive Insurance
05.2024 - 02.2025
Dental Customer Service
Carefirst of Maryland
05.2022 - 07.2023
Fraud Analyst
Bank of America
06.2020 - 01.2022
Customer Service Representative
Synetics
03.2017 - 07.2019
High School Diploma -
Milford Mill Academy