Hi, I’m
Valerie McQueen Bakker
Financial Services
Indianapolis,IN
Summary
Accomplished and results-driven professional with hands-on experience in delivering exceptional client experiences. Skilled in providing tailored financial solutions, building long-term client relationships, and maintaining compliance with regulatory standards. Adept at analyzing client needs, recommending suitable investment and insurance products, and facilitating smooth account management. Highly skilled in managing complex processes, resolving discrepancies, and driving productivity improvements while maintaining compliance and accuracy. Recognized for leadership in training, mentoring, and cross-functional collaboration, contributing to improved team performance and customer satisfaction.
Overview
12
years of professional experience
Work History
Indiana Public Retirement System
Member Advocate
03.2025 - Current
Job overview
- Facilitated member inquiries, providing timely and accurate information regarding retirement benefits and services.
- Collaborated with cross-functional teams to streamline processes for improved member service delivery.
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Communicated with members, including; requests for missing/incomplete information, account status, issue resolution, timetables, and submission resolution.
- Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc.
Amazon
Seasonal Sortation Associate
06.2024 - 01.2025
Job overview
- Streamline the organization and distribution of packages, achieving a 99% on-time sorting accuracy rate, contributing directly to improved delivery metrics.
- Enhance team performance by facilitating collaboration to achieve daily and weekly sorting targets.
- Leverage sorting systems to maintain 100% accuracy in package movement records, ensuring seamless tracking and reporting.
- Guaranteed efficient shipment processing and optimized workflows resulting in reducing turnaround time by 15%.
- Resolved sorting discrepancies, improving operational efficiency and reducing delays by 20%.
- Advanced departmental efficiency by implementing process improvements during administrative support tasks, resulting in a 10% boost in overall productivity.
- Recognized for excellence in training and development as the most requested Learning Ambassador, mentoring new hires with a comprehensive onboarding program that increased new hire retention and proficiency rates by 25%.
Indiana Department of Revenue
Tax Analyst
11.2023 - 08.2024
Job overview
- Analyzed and reviewed tax returns to ensure accuracy and compliance with state regulations.
- Assisted taxpayers in resolving issues related to tax filings, payments, and refunds, providing exceptional customer service.
- Conducted audits and investigations to identify discrepancies and ensure proper reporting of tax liabilities department reputation.
- Identified and corrected tax data discrepancies, leading to enhanced accuracy and operational efficiency.
- Collaborated with other departments and agencies to streamline tax processes and improve efficiency.
- Prepared detailed reports and documentation to support audit findings and recommendations.
- Maintained up-to-date knowledge of tax laws and regulations to provide accurate and informed guidance.
- Recognized for exceptional customer service, accurate resolution of issues, and excellent call handle time metrics.
Meridian Cooperative
Product Support Specialist II
02.2022 - 11.2023
Job overview
- Provided comprehensive support for migration to web-based software, ensuring smooth transitions for utility providers.
- Collaborated with cooperative, public, and private utility providers to address and resolve software issues.
- Selected to be part of the Billing and Meter Management team, contributing expertise in billing processes and meter data management.
- Assisted in the development and implementation of training materials for utility providers and internal staff.
- Managed a case load in CRM (Oracle), ensuring timely and effective issue resolution.
- Utilized JIRA for project tracking and issue management, maintaining high levels of organization and efficiency.
- Employed PL/SQL to maintain and manage relational databases, ensuring data accuracy and integrity.
- Ensured high levels of customer satisfaction through effective problem-solving and clear communication.
Missoula Electric Cooperative
Member Service Rep II
11.2013 - 01.2022
Job overview
- Managed billing, collection, and cashier duties, ensuring accurate and timely processing of member accounts.
- Assisted members with billing inquiries, payment processing, and account management, providing exceptional customer service.
- Coordinated with internal departments to resolve billing discrepancies and maintain accurate financial records.
- Processed payments and maintained a balanced cash drawer, ensuring financial accuracy and integrity.
- Created and maintained the Landlord Agreement Program for utility disconnects and reconnects.
- Implemented the Pre-paid Meter Program, helping reduce collection balances by 15%.
- Served as Union Steward, actively participating in contract negotiations and representing union members.
- Contributed to the development and improvement of billing and collection procedures to enhance operational efficiency.
Education
Fullerton High School
Diploma
Liberty University
Paralegal Studies
Skills
- Financial Analysis
- Tax Compliance
- Stakeholder communication strategies
- Relationship Management
- Process Improvement
- Regulatory Compliance
- Team Collaboration
- Mentoring and Training
- Exceptional customer service
- Client account management
- Proficient in negotiation strategies
- Effective written communication
- Flexible and adaptable
- Strong spoken communication
- Service excellence
Timeline
Member Advocate
Indiana Public Retirement System
03.2025 - Current
Seasonal Sortation Associate
Amazon
06.2024 - 01.2025
Tax Analyst
Indiana Department of Revenue
11.2023 - 08.2024
Product Support Specialist II
Meridian Cooperative
02.2022 - 11.2023
Member Service Rep II
Missoula Electric Cooperative
11.2013 - 01.2022
Fullerton High School
Diploma
Liberty University
Paralegal Studies
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