Dontiara Baxter
Baton Rouge
Summary
Dynamic professional with extensive experience at Bank of America, excelling in customer service and claims analysis. Proven ability to resolve conflicts with empathy, enhance team development, and maintain compliance with industry regulations. Skilled in data entry and critical thinking, driving efficiency and accuracy in high-pressure environments. Utilizing zoom meetings, and Teams
Overview
10
10
years of professional experience
Work History
Customer Service Representative (remote)
Blue Shield of CA
10.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Claims Analyst (remote)
Bank of America
01.2021 - 10.2024
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
Quality Assurance Analys (remote)
Bank of America
01.2020 - 10.2021
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Audit Manager
Amazon
07.2018 - 10.2019
- Managed a team of auditors, ensuring accurate and timely completion of audit projects.
- Maintained up-to-date knowledge on accounting standards and best practices to ensure high-quality audit results were delivered consistently.
- Implemented risk-based auditing strategies, resulting in better identification of potential issues.
- Enhanced audit efficiency by streamlining processes and implementing new auditing software.
Remodeler
Walmart
06.2015 - 10.2017
- Utilized advanced tools and equipment to complete complex remodeling projects with precision and speed.
- Maintained safe work environments by adhering to proper safety protocols and conducting regular inspections of job sites.
- Delivered top-notch tiling work for bathroom remodels that enhanced both appearance and functionality of the space.
- Continuously educated myself on industry trends and best practices to provide clients with innovative solutions and stay ahead of the competition.
- Worked with employees to manage projects from design to completion.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Follow-up skills
- Team development
- Prioritization
- Technical support
- Quality control
- Multi-line phone talent
- Research
- Proofreading
Timeline
Customer Service Representative (remote)
Blue Shield of CA
10.2024 - Current
Claims Analyst (remote)
Bank of America
01.2021 - 10.2024
Quality Assurance Analys (remote)
Bank of America
01.2020 - 10.2021
Audit Manager
Amazon
07.2018 - 10.2019
Remodeler
Walmart
06.2015 - 10.2017
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