Summary
Overview
Work History
Education
Skills
Timeline
Generic

Toni Baxter

McLoud

Summary

Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Medical Insurance CSR

Principal Choice Solutions
10.2022 - 12.2023
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Participated in continuing education opportunities related to medical insurance collections, staying current with industry best practices and regulatory changes.
  • Acted as a reliable resource for team members by sharing expertise on the medical insurance field, facilitating mutual growth and development within the department.
  • Determined covered medical insurance losses by studying provisions of policies or certificates.
  • Streamlined medical insurance coordination processes by implementing effective organizational tools and communication strategies.
  • Continuously updated knowledge on insurance policies, medical terminology, and regulatory guidelines to stay current with industry standards.
  • Successfully coordinated care with insurance providers to ensure patients receive necessary treatments without undue financial burden.
  • Coordinated with insurance providers to resolve billing discrepancies and secure coverage for essential medications for patients in need.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Demonstrated proficiency in utilizing electronic medical records systems for accurate documentation of patient information.

Loan Officer

World Finance Group
02.2019 - 03.2020
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Maintained strict confidentiality of bank records and client information.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
  • Examined customer loan applications for loan approvals and denials.
  • Developed strong relationships with customers through high levels of customer service.
  • Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Ensured compliance with all federal and state regulations throughout the loan origination process.
  • Conducted thorough credit analysis to minimize risk exposure for the financial institution.
  • Improved loan processing efficiency by streamlining application procedures and documentation requirements.
  • Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
  • Negotiated favorable loan terms with borrowers, increasing overall profitability for the company.
  • Negotiated loan terms to provide favorable outcomes for both customers and lenders.
  • Provided detailed loan options to clients, enabling informed decisions that matched their financial goals.
  • Maintained compliance with all regulatory requirements, preventing any legal or financial penalties for institution.
  • Monitored loan repayments and followed up on delinquent accounts, minimizing non-performing assets.
  • Boosted loan approval rates by meticulously evaluating applicants' financial information and advising on improvement strategies.
  • Processed loan applications and monitored progress from start to finish.
  • Assisted customers with completing loan applications and other paperwork.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Compiled closing packages for drafting and presentation accuracy.

Revenue Specialist II

Oklahoma Tax Commission
09.2016 - 02.2019
  • Streamlined title processing by efficiently managing documentation and maintaining accurate records.
  • Created a centralized filing system that allowed easy access to pertinent information about each client''s vehicle title status or history.
  • Managed relationships with external partners such as DMVs, tax offices, auction houses, repossession companies, ensuring smooth cooperation on all matters related to vehicle titles.
  • Prepared tax and title documents to submit legal transfer work to DMV.
  • Used Xerox machines and reader and printer machines to make, file, and distribute copies of recorded documents.
  • Verified and analyzed free-and-clear title issues, odometer readings, and VIN numbers to finalize sales deals.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Informed customers by mail or telephone of additional steps needed to obtain licenses.
  • Collaborated with various departments to ensure smooth workflow for title processing and delivery.
  • Tracked pending titles using spreadsheet software, ensuring timely follow-up with clients and other stakeholders.
  • Reduced data entry errors by implementing a rigorous quality control process for all documentation submissions.
  • Increased departmental productivity, multitasking between title processing, customer service, and administrative duties.
  • Ensured legal compliance, diligently reviewing all submitted documents for adherence to state laws and regulations.
  • Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
  • Streamlined financial operations by automating manual tasks, leading to increased efficiency and reduced errors.
  • Expedited lien release processing by closely monitoring outstanding loans and coordinating with lenders for timely resolution.
  • Provided exceptional service to internal stakeholders like sales and finance teams by promptly addressing their inquiries related to vehicle title processes.
  • Ensured data accuracy within the database system through meticulous entry, review, and maintenance of vehicle title records.
  • Assisted customers in resolving complex title issues by researching discrepancies and guiding them through necessary corrective actions.
  • Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.

Repossession Data Analysis

Oklahoma Recovery
09.2015 - 09.2016
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Conducted vehicle clearing of personal property.
  • Improved client satisfaction with thorough and prompt communication regarding repossessed assets.
  • Assisted in streamlining internal workflow processes to improve interdepartmental communication and collaboration among teams working towards common goals.
  • Collaborated closely with skip tracing specialists to locate hard-to-find debtors, resulting in higher recovery rates over time.
  • Expedited asset liquidation by coordinating closely with auction houses and other disposal channels.
  • Optimized route planning for field agents, maximizing the number of successful repossessions per day.
  • Provided valuable support to other departments by sharing expertise on asset valuation, liquidation processes, and debtor negotiations.
  • Minimized company liability by adhering strictly to state and federal regulations during all aspects of the repossession process.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Processed debtor payments and updated accounts to reflect new balance.

Title Clerk

Tinker Tag Agency
07.2014 - 09.2015
  • Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
  • Communicated with customers to resolve common title issues.
  • Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
  • Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
  • Enhanced customer satisfaction by providing timely and accurate title information for vehicle transactions.
  • Calculated and remitted state sales tax, service, and other charges.
  • Assisted customers with complex title issues, providing guidance and support throughout the resolution process.
  • Conducted thorough research on lien releases, ensuring proper documentation was obtained for each transaction.
  • Contacted State Motor Vehicle Department to determine status of pending titles.
  • Maintained compliance with state regulations by staying up-to-date on changes in laws pertaining to titles and registrations.
  • Organized and maintained a comprehensive database of all title transactions, allowing for easy retrieval in cases of disputes or audits.
  • Kept up-to-date with state and federal regulations to prevent errors and fraud.
  • Reduced data entry errors by implementing a rigorous quality control process for all documentation submissions.
  • Increased team efficiency through cross-training initiatives, fostering a versatile workforce capable of handling multiple responsibilities within the department.
  • Ensured legal compliance, diligently reviewing all submitted documents for adherence to state laws and regulations.
  • Increased departmental productivity, multitasking between title processing, customer service, and administrative duties.

Education

GED -

OCCC
Oklahoma City, OK

Skills

  • Skilled in utilizing CRM software
  • Proficient in computer applications
  • Relationship management
  • Technical documentation
  • Financial processing expertise
  • Detail-oriented data management
  • Proficient in conflict management
  • Experienced in Microsoft Outlook management
  • Market research
  • Proficient in handling multi-line phone systems
  • Data sourcing
  • PowerPoint presentation design
  • Administrative coordination

Timeline

Medical Insurance CSR

Principal Choice Solutions
10.2022 - 12.2023

Loan Officer

World Finance Group
02.2019 - 03.2020

Revenue Specialist II

Oklahoma Tax Commission
09.2016 - 02.2019

Repossession Data Analysis

Oklahoma Recovery
09.2015 - 09.2016

Title Clerk

Tinker Tag Agency
07.2014 - 09.2015

GED -

OCCC

Similar Profiles

CREATE PROFILE