Wendy Baker
Mount Juliet,TN
Summary
- Knowledgeable and dedicated professional with extensive experience in the Customer Service and Administrative industry. 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
26
26
years of professional experience
Work History
Customer Service Associate
Goodyear Hermitage Tire Center
10.2021 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Answered calls addressing customer inquiries, solving problems and providing product information.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Determined customer needs and interests to recommend services to customers.
- Delivered superior customer service to retain existing customers and attract future customers.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
- Recorded accurate and efficient records in customer database.
- Quoted prices, credit terms and other bid specifications.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Developed, maintained and utilized diverse client base.
- Facilitated sale of necessary maintenance and tire services to customers.
Head Cashier
Lowe's Home Improvement Center
06.2018 - 10.2021
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising and customer service.
- Received and processed customer payments.
- Processed checks, cash and credit purchases or refunds.
- Resolved escalated customer disputes with special actions such as discounts.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items and join reward programs.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Evaluated professionalism of checkouts and kept team members on top of cleaning tasks.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Followed procedures at all times for personal and team safety.
- Received and reviewed new orders, located requested merchandise and promptly initiated processing.
- Drove customer satisfaction by successfully completing all returns in a timely from receipt in fulfillment department.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Addressed customer complaints and requests by resolution or escalation.
- Reviewed printed tickets or digital orders to get item numbers and merchandise locations.
- Assisted customers with large and heavy loads by transporting packages to customers' vehicles.
Customer Service Representative
AppleOne Employment Services
09.2017 - 02.2018
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Operated a PC/image station to obtain and extract information; documents information, activities and changes in the database
- Thoroughly documented inquiry outcomes for accurate tracking and analysis
- Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions were handled appropriately and in a timely manner
- Researched and analyzed data to address operational challenges and customer service issues
- Provided external and internal customers with requested information
- Receives and placed follow-up telephone calls/emails to answer customer questions.
Administrative Secretary
Amtemps Staffing & Recruiting Agency
02.2017 - 05.2017
- Typed letters, memoranda, and other legal documents from notes or dictation from attorney or paralegal
- Accepted incoming calls to attorneys and respond appropriately
- Relayed messages on to the attorney in a timely manner
- Sorted all incoming mail and distributed accordingly
- Opened new files, check conflicts of interest, maintained all client hard copy and electronic files, and closed files and archives as necessary
- Received visitors/clients, maintains good public relations, maintains confidentiality of attorney-client relationship
- Scheduled appointments, maintained calendar, made travel arrangements, and reminded attorneys of such
- Worked closely with assignments to ensure deadlines are met daily
- Entered timekeeper's time in Carpe Diem
- Completed expense reimbursement reports for assigned attorneys
- Performed other duties as assigned by timekeeper(s) or Office Manager
- Volunteered to help other secretaries meet deadlines as time allows.
Senior Assistant Processor
Computer Sciences Corporation
02.2016 - 12.2016
- Meet objectives, quality standards and due diligence for clients
- Checked numerical data against input and reports
- Prepared documents for data entry and imaging
- Responded to written inquiries
- Photocopied and filed reports and documents
- Processed transactions to ensure efficient and accurate processing of data
- Prepared, interpreted, audited, reconciled and maintained reports for accuracy or completeness
- Accumulated and verified data in order to process vouchers and produce billing forms
- Handled confidential data according to policy and guidelines.
Educational Leader & Caregiver
Wilson County School System - TLC
10.2014 - 12.2015
- Developed and implemented curriculum for children according to age, intellect and grade
- Maintained and adhered to a strict schedule
- Oversee children's intellectual, psychological and hygiene needs
- Attended to the personal cleanliness of every child; change diapers and clean hands
- Maintained a safe environment based on security standards
- Managed the needs of children with diverse backgrounds
- Communicated with parents and staff to ensure healthy relationships
- Light housekeeping to ensure the safety of the children.
Administrative Assistant/Receptionist
AppleOne Staffing Agency
10.2012 - 10.2014
- Answered and redirected a multi line phone system
- Managed, ordered and distributed office supplies
- Index all scanned images
- Handled outgoing and incoming phone calls regarding claim histories and payments
- Maintained Policy Services to the company's incoming mail, voicemail, email, and fax box for distribution and handling as necessary
- Greeted and screened all visitors, VIPs, vendors and interview candidates as well as directed them to the correct employee or office
- Processed Certificate of Insurance and Claim History requests
- Maintained any data entry of risk management, attendance forms, applications, and renewal questionnaires
- Assisted with retention and confirmation callouts
- Worked with Insurance Operations Analyst to test and implement system changes
- Gathered and distributed premium payments to forward to the Finance Department
- Received, sorted, and distributed refund, PCF, and commission checks Provided backup for Policy Services
- Collaborated with Policy Services Manager/Director to research and collect data
- Processed client rebate reconciliation, reporting and check requests.
Manicurist/Owner
10.2010 - 10.2012
Client Quality Specialist
AIM Healthcare
02.2007 - 10.2010
- Ensure HIPAA compliance
- Worked/Accessed provider information through the hospital system for specific lines of business
- Investigated information for proper billing for insurance companies and patients for proper due diligence
- Conducted detailed review of claims for accuracy to client specific requirements
- Established recommendations for post payment claim adjudication through trend analysis
- Sustained production standards while maintaining client and quality expectations
- Knowledge of claims writing policies and guidelines including coordination of benefits
- Resolved Expectation Claims and initiated check requests
- Managed, designed and distributed Quarterly Client Services company newsletter.
Manager/Manicurist
A Moment's Peace Day Spa and Salon
12.2004 - 12.2006
- Managed scheduling, training, and hiring processes for 6 Manicurist
- Increase revenue by 25% through effective management of employees, employee retention and overall increase customer base
- Increased customer base by 30% by effective relationship building and focusing on customer service
- Effectively accounted for ordering and receiving of product inventories
- Executed daily opening and closing procedures.
Owner/Manicurist
The Ritz Salon & Boutique
05.1995 - 11.2004
Education
Cosmetology
Glencliff Vocational High School
Nashville, TNSkills
- Works well under pressure
- Superb communication and interpersonal skills
- Accurate and detailed
- Healthcare/Insurance billing
- Order and Refund Processing
- Billing Adjustments and Refunds
- Excellent Attention to Detail
- Establishing and Maintaining Customer Relationships
- Team-Oriented and Cooperative
- Building Customer Trust and Loyalty
- Exceptional Communicator
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Customer Service and Assistance
- Business Opportunity Development
- Resolving Customer Issues
- Cash Register Operations
- Merchandise Orders and Exchanges
- Data Entry and Maintenance
- Correcting Discrepancies
- Guest Experiences
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Timeline
Customer Service Associate
Goodyear Hermitage Tire Center
10.2021 - 10.2022
Head Cashier
Lowe's Home Improvement Center
06.2018 - 10.2021
Customer Service Representative
AppleOne Employment Services
09.2017 - 02.2018
Administrative Secretary
Amtemps Staffing & Recruiting Agency
02.2017 - 05.2017
Senior Assistant Processor
Computer Sciences Corporation
02.2016 - 12.2016
Educational Leader & Caregiver
Wilson County School System - TLC
10.2014 - 12.2015
Administrative Assistant/Receptionist
AppleOne Staffing Agency
10.2012 - 10.2014
Manicurist/Owner
10.2010 - 10.2012
Client Quality Specialist
AIM Healthcare
02.2007 - 10.2010
Manager/Manicurist
A Moment's Peace Day Spa and Salon
12.2004 - 12.2006
Owner/Manicurist
The Ritz Salon & Boutique
05.1995 - 11.2004
Cosmetology
Glencliff Vocational High School
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