Althea Baldwin
Macon
Summary
Results-driven Intake and Customer Service Specialist with over 8 years of experience in client intake, sales support, claims coordination, customer retention, and high-volume call environments. Proven ability to build rapport quickly, overcome objections, manage follow-up pipelines, and deliver exceptional customer experiences while maintaining professionalism and empathy. Experienced using CRM and case management systems to track client interactions, schedule appointments, document detailed notes, and improve workflow efficiency. Strong background in phone-based communication, lead follow-up, payment processing, and KPI-driven performance in fast-paced remote and call center environments.
Overview
11
11
years of professional experience
Work History
Intake Specialist
Scootaround
05.2022 - 04.2026
- Managed intake and onboarding for new client claims while serving as the first point of contact for customers seeking assistance and services.
- Conducted high-volume inbound and outbound calls to gather client information, explain services, answer questions, and guide customers through the intake process.
- Built strong client relationships through empathetic communication, active listening, and consistent follow-up.
- Scheduled appointments and coordinated customer requests while maintaining detailed documentation within CRM and case management systems, including ServiceNow.
- Maintained accurate client records, tracked case updates, and documented all interactions to support workflow efficiency and client satisfaction.
- Followed up with customers regarding claims status, billing inquiries, onboarding progress, and service-related concerns.
- Assisted customers with payment processing, account updates, and billing information while maintaining confidentiality of sensitive information.
- Demonstrated strong problem-solving skills by addressing escalated concerns and coordinating with internal departments to ensure timely resolution.
- Consistently worked in a fast-paced remote environment while balancing multiple priorities, deadlines, and customer interactions.
- Collaborated with cross-functional teams to improve customer experience and support operational goals.
Medical Customer Service Specialist
WorkforceQA
07.2021 - 04.2022
- Handled a large volume of inbound and outbound customer calls related to medical claims, billing inquiries, scheduling, and provider coordination.
- Reviewed and verified claims documentation while maintaining compliance with HIPAA and confidentiality standards.
- Built trust and rapport with customers by providing accurate information, compassionate support, and timely follow-up.
- Processed orders, reviewed documentation, and maintained detailed account notes using internal systems and CRM platforms.
- Coordinated with clinics, providers, and stakeholders to ensure smooth communication and timely resolution of customer concerns.
- Managed customer concerns professionally by resolving issues, addressing objections, and escalating complex cases when necessary.
- Assisted customers with scheduling requests, payment-related questions, and account support.
- Identified workflow improvement opportunities and communicated recommendations to leadership to support service efficiency.
- Maintained strong communication across phone, email, and chat channels in a high-volume service environment.
Sales Agent
Alorica
08.2018 - 08.2021
- Conducted inbound and outbound sales calls while educating customers on products, memberships, and service offerings.
- Built rapport with customers quickly and used consultative sales techniques to identify customer needs and recommend solutions.
- Managed objections professionally and increased customer engagement through persuasive communication and follow-up strategies.
- Processed payments, updated account information, and documented customer interactions accurately in CRM systems.
- Met performance expectations related to customer satisfaction, call handling, and sales conversion metrics.
- Provided professional customer support through phone, email, and chat communications.
- Assisted in resolving escalated customer concerns while maintaining a calm and solution-focused approach.
Customer Service Representative
Sykes Enterprises
Tennessee
12.2016 - 12.2017
- Managed high-volume inbound customer service calls while providing first-call resolution and account support.
- Processed billing payments, updated customer accounts, and documented detailed interaction notes.
- Navigated multiple software systems simultaneously while maintaining accuracy and efficiency.
- Resolved customer concerns and discrepancies while adhering to company quality and service standards.
- Maintained schedule adherence and consistently delivered reliable customer service in a fast-paced environment.
Dispatcher / Customer Service Representative
Sitel
Atlanta, GA
06.2015 - 06.2016
- Coordinated technician dispatching and provided troubleshooting support to customers regarding equipment concerns.
- Managed inbound calls, appointment scheduling, and customer communication while maintaining professionalism and accuracy.
- Entered customer information into CRM systems and maintained detailed account documentation.
- Supported office operations through administrative assistance, communication management, and scheduling coordination.
- Collaborated with field teams to ensure timely and efficient customer service delivery.
Education
High School Diploma -
Cairo High School
Skills
- Client Intake & Lead Conversion
- CRM & Case Management Systems
- Appointment Scheduling
- Customer Retention & Follow-Up
- Sales & Objection Handling
- Relationship Building
- High-Volume Call Management
- Payment Processing & Billing Support
- Remote Customer Service
- Documentation & Reporting
- Microsoft Office Suite
- HIPAA & Confidential Information Handling
- KPI & Performance Metrics
- Email, Chat & Phone Support
Timeline
Intake Specialist
Scootaround
05.2022 - 04.2026
Medical Customer Service Specialist
WorkforceQA
07.2021 - 04.2022
Sales Agent
Alorica
08.2018 - 08.2021
Customer Service Representative
Sykes Enterprises
12.2016 - 12.2017
Dispatcher / Customer Service Representative
Sitel
06.2015 - 06.2016
High School Diploma -
Cairo High School