Robert B. Baker Email and Phone Number

Employs advanced interpersonal communication skills to deliver standard and complex training material for several courses and multiple components to a varied audience. Leverages knowledge of adult learning principles while utilizing directive teaching methods via Instructor led and virtual instructor led training and presentations to help individual contributors, managers, and mid to senior managers develop crucial functional role competencies

Serve as co-organizer and chairman of the Young Men of Distinction Program. The program provides mentoring, training and post-secondary educational scholarships to its participants. Responsibilities include but are not limited to: effectively communicating program goals to participants, parents, educators and community, reporting relevant information to CEO, coordinate and help implement fund raising and mentoring activities. Ongoing leadership responsibilities consist of: Establish… Show more Serve as co-organizer and chairman of the Young Men of Distinction Program. The program provides mentoring, training and post-secondary educational scholarships to its participants. Responsibilities include but are not limited to: effectively communicating program goals to participants, parents, educators and community, reporting relevant information to CEO, coordinate and help implement fund raising and mentoring activities. Ongoing leadership responsibilities consist of: Establish Calendar and schedules for training sessions.Plan and coordinate mentoring activitiesPrepare press releases and other marketing initiatives for the programActively advocates for program's priorities and fundraising efforts.Lead, support and work together with staff and volunteers in the design, supervision and conduct of fundraising activities Show less

I am responsible for writing short articles for placement in online advertising. Articles most adhere to a minimum word count and include key words as identified by the client and company. I have to consistently meet quick deadlines with minimal re-writes.

Perform duties of a Proficiency Coach (PC). Requirements include the ability to understand and effectively communicate and provide training of policy and procedure to associates working in the mortgage modification process. Responsibilities include but are not limited to: ability to research policy and procedure, must understand and relay changes to policy, procedure and systems as needed, conduct 1:1 side by side coaching sessions, create and conduct group presentations and learning… Show more Perform duties of a Proficiency Coach (PC). Requirements include the ability to understand and effectively communicate and provide training of policy and procedure to associates working in the mortgage modification process. Responsibilities include but are not limited to: ability to research policy and procedure, must understand and relay changes to policy, procedure and systems as needed, conduct 1:1 side by side coaching sessions, create and conduct group presentations and learning refreshers, assist with escalations and research, provide assistance to team managers as needed. Earned Officer title in recognition of performance and leadershipServed as a PC for Process Support and CRM contractors & associatesDeveloped Coaching Form utilized by site for associate development Created Auto Zero Form utilized by site leadership to document associate quality failures according to CMQA disciplinary guidelinesRamp to Proficiency New Hire Training ChampionPartnered and developed several training sessions to includeTax Return Training, UW Submission Training, Repayment Plans; Perform duties of a Customer Relationship Manager (CRM). Requirements include the ability to manage a large portfolio of customers as they go through the default servicing life cycle. Responsibilities include but are not limited to: Ensure compliance with federal laws and company guidelines, communicate approval and/or decline messages to customers, ensure customer is kept informed during process. Served as OJT training Coach. Show less

Perform duties of a customer service and sales representative in an inbound call center environment. Requirements include the ability to effectively communicate with small business owners and to be proactive and flexible. Responsibilities include but are not limited to: effectively listening to customer concerns and addressing those concerns in a complete and efficient manner, research customer accounts to identify sales opportunities, effectively manage calls with upset customers to prevent… Show more Perform duties of a customer service and sales representative in an inbound call center environment. Requirements include the ability to effectively communicate with small business owners and to be proactive and flexible. Responsibilities include but are not limited to: effectively listening to customer concerns and addressing those concerns in a complete and efficient manner, research customer accounts to identify sales opportunities, effectively manage calls with upset customers to prevent them from escalating to a supervisor/manager level. Consistently meets or exceeds monthly metrics goalsmultiple K-5 (exceeds expectations) recognition awardsUtilizes knowledge of banking products and services to address customer concerns and identify sales opportunities Transitions call from service to sales in a seamless mannerRecognized for the ability to manage difficult customers/callsAsset team memberWorking knowledge of several programs to includeLean, Merlin, Compass, Boss & Tysis Show less