Antionette Wilson
Summary
Astute call center professional with polished communication skills and a talent for overcoming customer objections. Excellent organizational skills and highly motivated to achieve results. True team player with a proven history of success throughout a 10-year career in the service industry. Demonstrates strong leadership abilities, analytical problem-solving, and strategic planning expertise. Consistently addresses customer issues, delivers industry-leading service, and implements scalable approaches for optimal outcomes.
Overview
10
10
years of professional experience
Work History
Logistics Executive
Private Companies
10.2018 - Current
- Worked with internal and external partners to meet customers' complex needs while adhering to state, national and international constraints and guidelines.
- Managed multiple tasks simultaneously within a high-pressure setting, consistently meeting 95% of deadlines and performance metrics.
- Investigated and resolved operational issues, enhancing logistics processes and achieving a 25% increase in customer satisfaction in a fast-paced environment.
- Reduced transportation costs by 30% with effective route planning and carrier negotiations for streamlined delivery operations.
Customer Service Manager
Teleperformance USA
01.2016 - 10.2018
- Utilized strong negotiation skills to resolve customer concerns and settle disputes effectively, achieving a 90% resolution rate on first contact.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained new employees on customer service protocols and systems, contributing to a 40% reduction in onboarding time for new hires.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
IT Specialist
Six Flags Over GA
05.2015 - 02.2017
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Walked individuals through basic troubleshooting tasks.
- Conducted regular system audits to identify vulnerabilities, weaknesses, or deviations from established policies or procedures.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
Insurance Customer Service Representative
Nationwide
09.2014 - 06.2016
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed and recorded new policies and claims.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Education
Associate of Computer Science - Computer And Information Sciences
Year Up United
Atlanta, GA07-2016
Skills
- Service and supply support
- Attention to Detail
- Problem-solving abilities
- Excellent Communication
- Critical Thinking
- Organizational Skills
Timeline
Logistics Executive
Private Companies
10.2018 - Current
Customer Service Manager
Teleperformance USA
01.2016 - 10.2018
IT Specialist
Six Flags Over GA
05.2015 - 02.2017
Insurance Customer Service Representative
Nationwide
09.2014 - 06.2016
Associate of Computer Science - Computer And Information Sciences
Year Up United
Similar Profiles
Mo'taz Al-RawabdehMo'taz Al-Rawabdeh
Freelance Work at Private CompaniesFreelance Work at Private Companies
Jenny Jaehee KimJenny Jaehee Kim
Bookkeeper at Private CompaniesBookkeeper at Private Companies
Lauren RosemanLauren Roseman
Researcher at Private CompaniesResearcher at Private Companies