Kim Baker is seeking an administrative position and has over 5 years of experience in call center customer service, administrative assistance, and managed care services. She has strong communication, organizational, and problem-solving skills. Her experience includes providing technical support to over 8,000 Family Dollar stores as a call center analyst, where she troubleshoots hardware, software, and network issues and verifies needed equipment replacements. She is proficient in Microsoft Office, call center software, timekeeping software, and can type 55 wpm.

1. Kim E. Baker
6600 Lynmont Dr
Charlotte, NC 28212
(908) 546-2617
kim2011ervin@gmail.com
Career Summary
My professional experience yields 5 years of service in the call center customer service field
through administrative assistance and managed care services. I am highly organized, detailed-
oriented, and possess the ability to take initiative and make decisions with confidence. I am
seeking an administrative position in which my variety of skills such as; medical billing, benefit
coordination, and customer service care will be an asset to your company.
 I have strong oral, written, and interpersonal communicator who anticipates customers’
needs, perceives their moods and reactions, and exceeds their expectations. Enthusiastic self-
starter who is eager to meet challenges and quickly assimilate new concepts. Energetic hard
worker with a solid work ethic and longstanding commitment to excellence, providing
friendliness, a listening ear, empathy and respect as well as exercise independent judgment,
decision making, team-building and problem solving abilities.
 Result-oriented professional with experience in, administrative, customer and technical
support working within high-volume call center environments. Excellent communicator with
strong time-management and customer needs assessment skills as well as effective team
player/leader with strong organizational skills and detail orientation.
Job Experience
Family Dollar Corporation: Call Center Analyst (September 2011-present)
 Provide 1st and 2nd Level technical support for 8000+ stores nationwide and Family
Dollar Corporate Employees via phone and email.
 Hardware/Software troubleshooting.
 Perform tasks assigned by Supervisor and Helpdesk Managers.
 Perform follow-ups.
 Perform troubleshooting on all equipment including: POS registers, register printers,
Coolers/Freezers, phone lines, debit terminals, Back Office equipment, and network
equipment.
 Answer inbound calls from Store Managers, District Managers, and Corporate
Employees concerning any technical issues they are facing
 Verify Troubleshooting in Service Tickets to determine if Technician is needed for
Equipment replacement
 Work with a well-known contacting company to ensure prompt service and equipment
replacement to our stores
Skills:

2. Proficient in Microsoft Office Suite,,Magic, Cisco Agent, Office Communicator, Kronos, 10-key
by touch, and 55 wpm
Education:
Garinger High School, Charlotte, NC: High School Diploma
Professional references available upon request