Barbara Baccam
Intermediate Customer Operations Advisor at Squarespace- Claim this Profile
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Laotian -
Topline Score
Bio
Credentials
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Food Handler
-Oct, 2017- Sep, 2024 -
Illinois Basset Seller and Server
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Experience
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Squarespace
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United States
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Software Development
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700 & Above Employee
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Intermediate Customer Operations Advisor
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Apr 2022 - Present
Team Meeting Coordinator US Customer Support Meeting Coordinator Intern Buddy Customer Operations Social Connections Member Team Meeting Coordinator US Customer Support Meeting Coordinator Intern Buddy Customer Operations Social Connections Member
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Verizon
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Integrated Messaging Support Coordinator
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Jan 2020 - Apr 2022
• Retain customer-business relationships by providing best resolutions. Excellent at analyzing and resolving any situation. • Provide live assistance through Slack and Live Engage chat platforms, to identify issues and trends; builds morale with peers and representatives. • Partook in the initial pilot team in the creation of the Messaging Support Coordinator Role by tracking interactions through frontline interaction, real-time reporting, and focus-group meetings. • Lead, engage, and… Show more • Retain customer-business relationships by providing best resolutions. Excellent at analyzing and resolving any situation. • Provide live assistance through Slack and Live Engage chat platforms, to identify issues and trends; builds morale with peers and representatives. • Partook in the initial pilot team in the creation of the Messaging Support Coordinator Role by tracking interactions through frontline interaction, real-time reporting, and focus-group meetings. • Lead, engage, and drive team projects—track intake numbers, time to respond, and online codes, to create effective online rates. Daily Meeting/Connect Ambassador: participate in daily team meetings and build team engagement team by running social media (Instagram) with activities to share from our team. • Active member of Verizon PRISM (LGBTQ+), UNITED (Underrepresented Communities), PACE (Pan Asian Corporate Excellence), and WAVE (Women's Association of Verizon Employees).
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Integrated Messaging Pilot
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Aug 2019 - Jan 2020
• Evaluated customer information: explore issues, develop potential solutions, and maintain high-quality service within new chat service platform while creating a new customer experience. • Point-of-contact / temporary team lead, where I led team meetings and handled escalations. • Coordinated employee round-table meetings: brought forth employee concerns and provided coaching, which led to higher team morale and employee retainment.
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Technical Support Expert - Chat
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Oct 2018 - Aug 2019
• Listened, engaged, and resolved customer issues; resulted in more-than-satisfied customers. • Actively stayed up-to-date with ongoing marketing campaigns, helping increase revenue and profitability. • Troubleshot problems on devices, billing, and general service inquiries.
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Customer Service Coordinator
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Jun 2018 - Oct 2018
• Presented the best and most optimal phone service, plans, and products. • Consistently scored high on three-day resolutions, ACS, and PA metrics; always recognized by customers and company for exceptional service. • Assisted customers with detailed billing and inquiries, including: bill charges, service and usage, equipment orders, investigations, and disputes.
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ABRA Auto Body & Glass
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United States
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Motor Vehicle Manufacturing
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700 & Above Employee
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Customer Service Representative
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Jun 2017 - Jun 2018
• Assist customers after an accident with scheduling repairs, arranging a rental vehicle, and coordinating tow services. • Coordinate with insurance and business partners on behalf of customers. • Perform administrative duties, including accounts receivable and taking payments. • Provide support for team as needed, including keeping informed with operations and creating repair files. • Assist in quality inspecting vehicles after repair completion. • Assist customers after an accident with scheduling repairs, arranging a rental vehicle, and coordinating tow services. • Coordinate with insurance and business partners on behalf of customers. • Perform administrative duties, including accounts receivable and taking payments. • Provide support for team as needed, including keeping informed with operations and creating repair files. • Assist in quality inspecting vehicles after repair completion.
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Acceptance Insurance
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United States
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Insurance
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700 & Above Employee
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Express Claims Adjuster
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Dec 2015 - Jan 2017
• Investigate auto accidents by reviewing policies and police reports and interviewing all parties/witnesses to determine coverage, liability, subrogation and potential fraud. • Handles and resolves personal lines, non-injury auto claims by determining proper policy coverage. • Authorized and/or approved all claims payments within the delegated authority or within maximum limits as outlined in company policies and procedures. • Efficiently conduct follow-up procedures with claims… Show more • Investigate auto accidents by reviewing policies and police reports and interviewing all parties/witnesses to determine coverage, liability, subrogation and potential fraud. • Handles and resolves personal lines, non-injury auto claims by determining proper policy coverage. • Authorized and/or approved all claims payments within the delegated authority or within maximum limits as outlined in company policies and procedures. • Efficiently conduct follow-up procedures with claims handling systems, phone calls and letters. Show less • Investigate auto accidents by reviewing policies and police reports and interviewing all parties/witnesses to determine coverage, liability, subrogation and potential fraud. • Handles and resolves personal lines, non-injury auto claims by determining proper policy coverage. • Authorized and/or approved all claims payments within the delegated authority or within maximum limits as outlined in company policies and procedures. • Efficiently conduct follow-up procedures with claims… Show more • Investigate auto accidents by reviewing policies and police reports and interviewing all parties/witnesses to determine coverage, liability, subrogation and potential fraud. • Handles and resolves personal lines, non-injury auto claims by determining proper policy coverage. • Authorized and/or approved all claims payments within the delegated authority or within maximum limits as outlined in company policies and procedures. • Efficiently conduct follow-up procedures with claims handling systems, phone calls and letters. Show less
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Nationwide Private Client
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United States
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Insurance
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100 - 200 Employee
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Associate Underwriter
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Jun 2015 - Dec 2015
• Provide excellent customer and producer service, while developing a working relationship to meet needs • Underwrite and issue new business applications • Process renewals, endorsements, cancellations, and reinstatements • Analyze system tasks to ensure policy efficiency and accuracy • Provide support to the underwriting department by accepting, endorsing, modifying or rejecting risks, based on: reviewing evaluation of state laws, company guidelines, loss experience, web research… Show more • Provide excellent customer and producer service, while developing a working relationship to meet needs • Underwrite and issue new business applications • Process renewals, endorsements, cancellations, and reinstatements • Analyze system tasks to ensure policy efficiency and accuracy • Provide support to the underwriting department by accepting, endorsing, modifying or rejecting risks, based on: reviewing evaluation of state laws, company guidelines, loss experience, web research and resources, and inspection reports • Interpret policy contract language/forms, rating chats, product standards, and classification systems for eligibility • Effectively document and communicate decisions • Resolve agent and customer concerns Show less • Provide excellent customer and producer service, while developing a working relationship to meet needs • Underwrite and issue new business applications • Process renewals, endorsements, cancellations, and reinstatements • Analyze system tasks to ensure policy efficiency and accuracy • Provide support to the underwriting department by accepting, endorsing, modifying or rejecting risks, based on: reviewing evaluation of state laws, company guidelines, loss experience, web research… Show more • Provide excellent customer and producer service, while developing a working relationship to meet needs • Underwrite and issue new business applications • Process renewals, endorsements, cancellations, and reinstatements • Analyze system tasks to ensure policy efficiency and accuracy • Provide support to the underwriting department by accepting, endorsing, modifying or rejecting risks, based on: reviewing evaluation of state laws, company guidelines, loss experience, web research and resources, and inspection reports • Interpret policy contract language/forms, rating chats, product standards, and classification systems for eligibility • Effectively document and communicate decisions • Resolve agent and customer concerns Show less
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Nationwide Insurance
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United States
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Insurance
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Claims Customer Service Representative II
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Nov 2009 - Jun 2015
• File and document auto, home, commercial claims to initiate investigation with our claims adjusters • Assist customers with roadside assistance claims/reimbursements and accident-scene tows • Responsible for handling insurance inquiries and working with related parties, such as: Nationwide, Allied, Titan and Victoria, Scottsdale, Agribusiness, Agero, Safelite • Operate a multitude of systems including: eCCAp, Claims Gateway, Claims Handling Client, Horizon, JClaims • Assess and… Show more • File and document auto, home, commercial claims to initiate investigation with our claims adjusters • Assist customers with roadside assistance claims/reimbursements and accident-scene tows • Responsible for handling insurance inquiries and working with related parties, such as: Nationwide, Allied, Titan and Victoria, Scottsdale, Agribusiness, Agero, Safelite • Operate a multitude of systems including: eCCAp, Claims Gateway, Claims Handling Client, Horizon, JClaims • Assess and evaluate various situations with customers to meet and exceed their needs • Maintain engagement with team members by providing tips and tools via email and team meetings • Recognized on the “Top 40 CSRs” board for exceptional performance • Awarded with many “iRock” and “uRock” achievements for perfect audits • Continuous Improvement Champion Certified • Engagement Committee to formulate ideas and improve team goals
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Sales Screener
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May 2008 - Nov 2009
• Contacted customers about their interests in Nationwide and Allied products • Aided and provide Sales Agents with new clientele • Successfully trained and mentored new team members as a Peer Mentor Coach • Team member for the Retention Screening Project • Peer mentor coach and trainer to new hires and other sales screeners
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Central College
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United States
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Higher Education
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300 - 400 Employee
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IT Computer Lab Assistant
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Jun 2007 - May 2008
• Assisted peers with computer issues • Resolved computer issues in various labs around campus • Assisted peers with computer issues • Resolved computer issues in various labs around campus
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Education
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2018 - 2023
Strayer University
Bachelor's degree, Marketing -
2008 - 2012
Iowa State University
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2007 - 2008
Central College
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Des Moines Area Community College
Community
