Antoine Ford
Sayreville,NJ
Summary
Dynamic International Customer Care Representative with the United States Postal Service, recognized for enhancing customer satisfaction through effective problem resolution and relationship building. Skilled in data entry and call handling, I consistently exceeded performance metrics while fostering empathetic client relationships and implementing process improvements that streamlined operations and reduced response times.
Overview
31
31
years of professional experience
Work History
International Customer Care Representative
United States Postal Service
05.1994 - 04.2025
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Managed high-volume communication through phone, email, and in-person interactions.
- Processed and tracked postal transactions accurately to ensure customer satisfaction.
- Guided customers through services, promoting available options to enhance user experience.
- Implemented process improvements that streamlined workflow and reduced response times.
- Collaborated with team members to address complex issues and develop effective solutions.
- Maintained detailed records of customer interactions to support ongoing service improvement initiatives.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved customer inquiries efficiently through effective communication and problem-solving techniques.
- Navigated multiple computer systems and applications to find information.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Education
Associate of Science - Biological Sciences
Kaplan University
Davenport, IA05-2016
Certificate of Technical Studies - Computer Networking
PC AGE
Union, NJ01-2011
No Degree - Human Biology
Kean University
Union, NJ01-1994
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
- Relationship building
- Complaint handling
- Empathy and patience
- Call handling
- Calm under pressure
- Staff education and training
- Understanding customer needs
Accomplishments
- Supervised team of 15 or more staff members through the Learning Development & Diversity Program.
Timeline
International Customer Care Representative
United States Postal Service
05.1994 - 04.2025
Associate of Science - Biological Sciences
Kaplan University
Certificate of Technical Studies - Computer Networking
PC AGE
No Degree - Human Biology
Kean University