KIMBERLY BAKER
ST LOUIS
Summary
Dynamic customer service professional with extensive experience at the Department of the Treasury, excelling in complaint resolution and account management. Proven track record in enhancing customer satisfaction and training new staff. Skilled in payment collection and adept at handling inquiries with professionalism and efficiency.
Overview
35
35
years of professional experience
Work History
Customer Contact Representative
Department of the Treasury, Internal Revenue Service
02.1997 - 06.2025
- Collaborated with other callers and representatives to complete tasks.
- Made follow-up phone calls to customers about general issues.
- Verified customer data through phone calls and emails.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Collections Agent
Department of the Treasury, Internal Revenue Service
03.1993 - 02.1997
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
Customer Service Sales Representative
AT&T
02.1990 - 08.1991
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Maintained current knowledge of evolving changes in marketplace.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Bachelor of Arts - Economics
Spelman College
Atlanta, GA05-1989
High School Diploma -
UNIVERSITY CITY HIGH SCHOOL
University City, MO06-1985
Skills
- Customer inquiries
- Account management
- Data entry
- Complaint handling
- Call center experience
- Payment collection
- Complaint resolution
Timeline
Customer Contact Representative
Department of the Treasury, Internal Revenue Service
02.1997 - 06.2025
Collections Agent
Department of the Treasury, Internal Revenue Service
03.1993 - 02.1997
Customer Service Sales Representative
AT&T
02.1990 - 08.1991
Bachelor of Arts - Economics
Spelman College
High School Diploma -
UNIVERSITY CITY HIGH SCHOOL
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