E-mail dbaker3@ju.edu

Deirdre Baker

Objective
	Pursuing a leadership role in Customer Relationships for Billing Support Services at JEA
Profile
	Ten years of customer service experience providing courteous, efficient service, and developing collaborative relationships with all customers Detail-oriented “multi-tasker” - A creative team player who gets involved and properly prioritizes courses of action Cheerfully learns new tasks, with excellent organizational skills
Education
	Jacksonville University Jacksonville, FL Bachelor of Business Administration Expected 2010 Cumulative GPA 3.857 Stanton College Preparatory High Jacksonville, FL All classes were advanced placement courses Learned responsibility, time management, goal significance, organizational skills, and how to work hard
Leadership/Management Development
	Leadership Bridge 2006 Strategic and Tactical Planning 2005 Conducting Effective Meetings 2005 Seven Habits Refresher 2004 Achieving Communication Effectiveness 2004 Situational Self Leadership 2004 Business Writing 2003 Seven Habits of Highly Effective People 2002
Work experience
	JEA 2000 - present Jacksonville, FL Customer Care Consultant Manage the billing for our key account customers; verify accuracy and basis for billing charges Research, investigate, and resolve complex customer inquires, billing problems and escalated complaints forwarded by management Maintain and coordinate the work schedule for 15 employees of the billing staff on a biweekly basis to ensure a smooth continuity of the workflow Called upon frequently to advise employees on customer service related activities and recommend actions to be taken that benefit both the customer and JEA Update and manage monthly processing schedule, accounting schedule, and meter read/bill cycle schedule for customer billing system on a quarterly basis
Community activities
	Served food for eight months at the Clara White Mission 1996 Planted trees in Jacksonville, FL for Greenscape, Inc 1994
Professional memberships
	Toastmasters at JEA 2003-2005 Jacksonville, FL Toastmaster The mission of a Toastmasters club is to provide a mutually supportive and positive learning environment in which every member has the opportunity to develop communication and leadership skills, which in turn foster self-confidence and personal growth
Recognition 1996
	In an issue of the Stantonian Newsletter, was recognized as a commendable student by the National Achievement Scholarship Program Accepted into the INROADS/Inc. Pre-college Component Class, graduated, received a perfect attendance award as well as a certificate for outstanding achievement

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