Quan Baker Senior Consultant

Specializing in process documentation and operational improvement, Quan has established himself as an expert at capturing end-to-end process activities and is turned to by clients and teammates alike for his eye for detail.  He offers a unique ability to quickly translate intricate detail into complete, well-defined artifacts to meet the needs of his clients.

Since first working with Bridgeforce in 2014, Quan has demonstrated a passion for identifying improvement opportunities and has participated in several cross-functional business projects, including assignments within Loan and Credit Card Servicing, Default Collections, Fraud and Disputes, and Loan Originations.

Quan’s recent projects include two separate cross-functional Fraud and Disputes Operations process mapping efforts, where he aided in identifying automation opportunities leading to overall agent case volume reductions and case-handling efficiencies across multiple lines of business.

He began his career with Sears Credit (later acquired by Citigroup) performing Credit Card Collections tasks while attending college. Quan transitioned to Bank of America, where he served as a Team Manager for the Home Loans Recovery unit, where he performed management duties for the Recovery Collections Team, as well as the Recovery Support Team, which included the handling of credit disputes and mailing of required tax documents.  He was later aligned with the Process Excellence business unit responsible for strategic implementation of new process and procedures for line of business functions.

Quan resides in Charlotte, NC and is a Dog Dad to his pup Coco.  When not engaged in client work, you can find him cheering for one of his hometown North Carolina sports teams.

Specialty Areas:

  • Process mapping
  • Technical writing
  • Call center operations
  • Servicing and default management