Open to opportunities

Caroline Baker

@carolinebaker

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Bilingual customer support and operations professional with 10+ years experience.

Zimbabwe

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What I'm looking for

I am looking for a role that values collaboration and continuous improvement, where I can leverage my skills to enhance customer experiences and drive operational excellence.

As a bilingual customer support and operations professional with over a decade of experience, I have honed my skills across various industries, including travel, health insurance, and finance. My expertise lies in leading teams, enhancing customer experiences, and streamlining service delivery. I thrive in fast-paced environments, where I can resolve complex client issues with professionalism and empathy.

Currently, I serve as a Training and Quality Subject Matter Expert at Battleface Insurance, where I deliver frontline support in a 24/7 global contact center. My role involves assisting travelers with a wide range of issues, from routine disruptions to high-stakes medical cases. I take pride in coaching my team members, driving significant improvements in quality scores, and creating effective onboarding resources that boost efficiency.

Throughout my career, I have demonstrated a strong ability to collaborate with cross-functional teams, ensuring consistent and empathetic service delivery. My previous roles have equipped me with the skills to manage sensitive situations with discretion and to develop strategic partnerships that enhance service capabilities. I am passionate about continuous improvement and dedicated to providing exceptional customer service.

Experience

Work history, roles, and key accomplishments

Current

Training and Quality SME/ Assistance Coordinator

Current

Battleface Insurance

Feb 2022 - Present (3 years 5 months)

Delivered frontline support in a fast-paced, 24/7 global contact center, assisting travelers via phone, WhatsApp, email, and ticketing systems across multiple time zones. Served as a Subject Matter Expert (SME) for training and quality, coaching 10+ team members and driving a 20% improvement in quality scores.

Customer Service Quality Assurance Training Coaching Workflow Optimization Cross Functional Collaboration Salesforce

Medical Assistance Coordinator

AIG

May 2019 - Feb 2022 (2 years 9 months)

Delivered urgent assistance to global travelers facing medical issues, coordinating with internal medical advisors and external healthcare providers. Utilized established protocols to triage cases and arrange care, including medical evacuations, hospital admissions, outpatient services, and prescription needs.

Care Coordination Underwriting Collaboration Claims Management Empathy

Owner/ Director

Baker Buildings

Aug 2017 - Apr 2019 (1 year 8 months)

Oversaw client relationships, project budgeting, and end-to-end marketing strategy execution. Led multi-channel marketing campaigns, including digital advertising and online lead generation, to drive brand awareness and customer acquisition.

Client Relationship Management Budgeting Marketing Strategy Digital Advertising Lead Generation Brand Awareness Customer Acquisition Strategic Partnerships Real Estate

Licensed Relationship Manager

Key Bank

Jul 2016 - Jun 2017 (11 months)

Delivered tailored banking solutions across deposit, lending, and investment products to meet client financial goals, generating $3M in new managed funds. Identified and resolved complex client service issues, ensuring a high standard of customer satisfaction.

Client Services Customer Satisfaction Product Knowledge

Licensed Relationship Banker

Chase

Sep 2015 - Jul 2016 (10 months)

Accurately processed a wide range of customer transactions while delivering prompt, courteous, and solution-focused service. Cultivated strong client relationships by identifying evolving financial needs and offering personalized banking solutions.

Customer Service Client Relationship Management Collaboration Financial Products Problem Solving

Financial Representative

Fidelity Investments

Mar 2015 - Aug 2015 (5 months)

Executed a variety of account transactions, including fund distributions, and the buying, selling, and exchanging of mutual funds. Strengthened client relationships through exceptional service and clear, proactive communication.

Regulatory Compliance Customer Service Communication

Education

Degrees, certifications, and relevant coursework

Brigham Young University–Idaho

B.S. in Financial Economics, Financial Economics

Grade: Academic Scholarship, Sigma Iota Rho, Phi Theta Kappa

Activities and societies: Academic Scholarship, Sigma Iota Rho, Phi Theta Kappa

Studied financial economics at Brigham Young University–Idaho. Awarded an academic scholarship and was a member of Sigma Iota Rho and Phi Theta Kappa.