Antonae Horsey
Customer Service Specialist
Newark,DE
Summary
Expert Business Support & Relationship Manager Versatile, results-driven professional advisor with over 10 years of in developing exceptional relationships with clients, peers, vendors, and senior management to provide sustainable business solutions. Superb client facing and back-office relationship management with strong expertise in telephone and chat servicing. Proven problem solving and analytical thinking skills, a fast-learning curve, and ability to adapt to evolving industry trends. A dedicated professional with the drive and skill set to excel in a fast-paced leadership role enhancing a company's ability to capture profitable markets.
Overview
10
10
years of professional experience
Work History
Hire Coach
New
10.2019 - Current
Senior Client Services Representative
Bank of America
Newark, DE
09.2019 - Current
Client Services Representative II - Small Business
02.2019 - 09.2019
- Manages resolution of customer requests with seamless delivery of service through direct calls, chats or emails with accuracy and efficiency
- Recommend and enroll clients in bank products and services that will enhance banking relationship
- Retain eligible clients with multi-relationships
- Provide career development skills, tactics and techniques through training programs and lesson plans as well as, monitor and enhance performance by providing tuition, encouragement, and constructive feedback to incoming new hires
- Investigated and resolved customer inquiries and complaints in empathetic and professional manner
- Identified chronic customer issues by maintaining customer complaint logs
- Improved customer service by projecting friendly and knowledgeable attitude
- Key Contribution: Top performing agent for 2 years with customer satisfaction rating of 96
Processing Teller
11.2015 - 03.2016
- Outperformed as teller and was promoted to Processing Supervisor within six months, then promoted to Teller Operations Specialist
- Oversaw large volume monetary contents for 9+ businesses
- Analyze discrepancies and losses based on deposit tickets with appropriate security regulations, decreasing security vulnerability by 12%
- Organize money by denominations and securely place in warehouse vault daily
- Enhanced teller training to improve overall efficiency by delegating tasks based on teller experience
- Key Contribution: Managed accounts for business clients with annual revenues up to, but not limited to, $1 million.
Student Administrative Manager
Center For Black Culture
Newark, DE
05.2014 - 11.2015
- Coordinate and implement 5 student activity nights, 3 celebrity speaker and celebration events, and 26 digital department website projects, key holder and overseer of building security for 30+ occupants
- Manage and organize department head meetings, co-participant in examination of potential hires
- Create academic workshops and social programs for 88+ members
- Identify individualized academic and personal success plans through study groups and peer matching
- Developed presentations, handouts, and outlines for staff and student workshops
- Grew company’s social media accounts to 75k followers maintaining 20% engagement rate in six months
- Curated content across 4 social channels ensuring cohesive online brand identity
- Key Contribution: Pitched, developed, and produced video content on Instagram and Facebook resulting in 200% increase in follower growth in six months.
- Conducted research, gathered information from multiple sources and presented results.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
Teller
PNC Financial Services
08.2015 - 10.2015
- Assumed role of coordinating/leading tellers as well as participating in all aspects of banking center operations, including but not limited to service, customer escalations, sales, and operations
- Perform high volume of 40+ customer account transactions daily, regulate and balance vault drawer, identify customer needs and offers solutions
- Collaborate with team to cultivate customer loyalty and establish sustainable customer relationships
- Key Contribution: Redesigned new teller training process to improve accuracy and decrease transaction times by 25
Student Admissions Officer
University of Delaware Admissions
01.2014 - 10.2015
- Supervise expenses of 5+ advisers for auditing, manage 4 phone lines and facilitated over 30+ calls/day with prospective and/or current students, vendors, and staff
- Provided administrative and clerical support via EMR systems and Microsoft Office
- Coordinated pickup and delivery of express mail services, unpacked inventory, and stocked supplies
- Write reports and correspondence from dictation and handwritten notes, co-organized and co-host events catering to 200+ prospective students
- Promoted networking and cross-cultural dialogue/understanding across students, faulty, and staff
- Key Contribution: Counseled and advised first generation students on individualized academic success strategies.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Education
Human Development And Family Studies
University of Delaware
Newark, DESkills
- Complex Information Interpretation
- Financial Decision Assistance
- Customer Relationship Management
- Account Retention
- Upbeat and Positive Personality
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- First Level Support
- Complex Product Knowledge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Hire Coach
New
10.2019 - Current
Senior Client Services Representative
Bank of America
09.2019 - Current
Client Services Representative II - Small Business
02.2019 - 09.2019
Processing Teller
11.2015 - 03.2016
Teller
PNC Financial Services
08.2015 - 10.2015
Student Administrative Manager
Center For Black Culture
05.2014 - 11.2015
Student Admissions Officer
University of Delaware Admissions
01.2014 - 10.2015
Human Development And Family Studies
University of Delaware
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