Shaniqua Baines
Chester
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Practiced Care Plan Coordinator dedicated to timely and accurate completion of patient assessments, supporting development of comprehensive care plans. Collaborates with interdisciplinary team in monitoring progress and adjusting plans to achieve target results. Observes resident care, recommending opportunities for improvements.
Overview
13
13
years of professional experience
Work History
Customer Resolution Associate
Virginia Department of Taxation
Richmond, VA
03.2026 - Current
- Analyzed tax returns to ensure compliance with state regulations and identify discrepancies.
- Developed training materials for new staff to enhance operational efficiency and knowledge retention.
- Streamlined data entry processes, improving accuracy and reducing processing times significantly.
- Implemented quality control measures to verify the integrity of tax data submissions and minimize errors.
- Conducted regular audits of departmental procedures, driving continuous improvement and adherence to guidelines.
- Coordinated cross-departmental projects to align tax policy updates with operational practices effectively.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
Care Coordinator
Optum Health Services
Richmond , VA
08.2021 - 02.2026
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
- Used company software and databases to maintain records of services performed and patient conditions.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Loan Officer
SunTrust
Richmond, VA
02.2018 - 07.2021
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Fielded customer complaints and provided solutions.
- Planned and dealt with payment schedules.
- Explained different types of loans pertaining to client situations.
Senior Coordinator
Capital One
Chester, VA
11.2016 - 01.2018
- Kept projects on schedule by managing deadlines and adjusting workflows as needed.
- Communicated with team members to keep project on schedule.
- Assist customers with card related issues
- Investigate customers accounts and resolve disputes
- Perform account level research
- Maintain proper phone etiquette and customer service
Customer Service Representative
General Dynamics
Chester, VA
04.2013 - 10.2016
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls
- Offered advice and assistance to customers, paying attention to special needs or wants
- Explain beneficiaries Insurance and verify eligibility
- Enroll customers in drug coverage plans.
Education
High School Diploma -
Sussex Central High School
Stony Creek, VA06.2009
Business Administration And Management
Strayer University
Washington, DC07.2026
Skills
- Customer service
- Computer skills
- Customer interaction
- Customer engagement
- Decision-making
- Complex Problem-solving
- Relationship building
- Client engagement
- Data entry
- Documentation
- Organizational skills
- Medical terminology understanding
- Problem-solving
- Clear communication
- HIPAA compliance
Team Player
Proficient in many types of accounting systems and software
Relationship building and management
Business Development
Financial services
Case management
Documentation
Patient education
Decision making
Insurance practices
Medical terminology
Timeline
Customer Resolution Associate
Virginia Department of Taxation
03.2026 - Current
Care Coordinator
Optum Health Services
08.2021 - 02.2026
Loan Officer
SunTrust
02.2018 - 07.2021
Senior Coordinator
Capital One
11.2016 - 01.2018
Customer Service Representative
General Dynamics
04.2013 - 10.2016
High School Diploma -
Sussex Central High School
Business Administration And Management
Strayer University