Jackie Baker
Fort Wayne
Summary
Dynamic professional with extensive experience at PayFlex Systems USA Inc., excelling in client relationship management and quality assurance. Proven track record of enhancing customer satisfaction through effective problem-solving and training initiatives. Skilled in document processing and fostering team collaboration, driving operational efficiency and long-term client partnerships.
Overview
12
12
years of professional experience
Work History
Sr. Client Liaison
Millennium Trust Company, Inspira Financial
04.2020 - Current
- Completed administrative tasks such as receiving and processing documents, submitting payments, and distributing correspondence.
- Contributed to the development of marketing materials tailored to specific client segments, increasing overall brand visibility.
- Assisted in training new team members on company processes and procedures related to client liaison activities.
- Enhanced client relations by addressing concerns and providing timely solutions to issues.
- Established strong relationships with clients, resulting in repeat business and long-term partnerships.
- Fostered a collaborative environment among internal teams involved in fulfilling client requests by sharing information openly and consistently communicating expectations around deadlines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Quality Analyst, Trainer
PayFlex Systems USA Inc., Aetna, CVS Health
04.2015 - 04.2020
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Optimized test environments for more accurate simulation of user scenarios, enhancing product reliability.
- Maintained up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.
- Improved team efficiency with introduction of automation tools for repetitive testing tasks.
- Analyzed user feedback to inform future testing strategies, aligning efforts more closely with customer expectations.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
Call Center Representative/ Wired Commute SME
PayFlex Systems USA Inc.
10.2013 - 04.2015
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Seasonal Quality Analyst
PayFlex Systems USA Inc.
06.2013 - 10.2013
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
Seasonal Call Center Representative
PayFlex Systems USA, Inc.
12.2012 - 06.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Associate of Science - Business Administration
International Business College
Fort Wayne05-2007
High School Diploma -
Northrop High School
Fort Wayne, IN05-2005
Skills
- Client relationship management
- Document processing
- Administrative support
- Training new hires
- Quality assurance
- Sales collaboration
- Customer support
- Communication skills
- Problem solving
- Team collaboration
- Time management
- Conflict resolution
- Attention to detail
- Client support
- Customer education
- Account management
- System documentation
- Escalation management
- Multitasking capacity
- Excellent communication
Timeline
Sr. Client Liaison
Millennium Trust Company, Inspira Financial
04.2020 - Current
Quality Analyst, Trainer
PayFlex Systems USA Inc., Aetna, CVS Health
04.2015 - 04.2020
Call Center Representative/ Wired Commute SME
PayFlex Systems USA Inc.
10.2013 - 04.2015
Seasonal Quality Analyst
PayFlex Systems USA Inc.
06.2013 - 10.2013
Seasonal Call Center Representative
PayFlex Systems USA, Inc.
12.2012 - 06.2013
Associate of Science - Business Administration
International Business College
High School Diploma -
Northrop High School
Similar Profiles
Wendy MartinWendy Martin
Senior Account Manager/Implementation Project Manager at PayFlex/ Millennium Trust/Inspira FinancialSenior Account Manager/Implementation Project Manager at PayFlex/ Millennium Trust/Inspira Financial
Tatiyanna SanchezTatiyanna Sanchez
Customer Service Specialist at Inspira Financial formerly Millennium Trust Co.Customer Service Specialist at Inspira Financial formerly Millennium Trust Co.
REGINALD STEPHENSON JR.REGINALD STEPHENSON JR.
Treasury Operations Specialist/Banking Administrator at Inspira Financial Trust LLCTreasury Operations Specialist/Banking Administrator at Inspira Financial Trust LLC