Antoine Massey
Charlotte,NC
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Dedicated company facilitator with over 10 years experience in training new hires.
Overview
21
21
years of professional experience
Work History
Retention Agent
Charter Communications, Spectrum
12.2022 - Current
- Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions. Upsell of various products. Mentored new hires. Facilitator support, and trained new hires in a classroom setting.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Facilitator Support. I facilitated many classes and mentored new hires that have exceeded goals, and became an asset to the company.
Patient Access Representative
Carolinas Healthcare System
03.2005 - 12.2022
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Trained all new hires
Problem Resolution Specialist
GE Capital Finance
07.2003 - 11.2005
- Leveraged strong analytical skills to identify root causes of recurring issues, implementing targeted solutions for long-term success.
- Reduced call escalation rates by effectively addressing concerns at the first point of contact.
- Evaluated existing problem resolution procedures and recommended changes for improved efficiency and effectiveness.
- Managed a caseload of challenging customer issues, prioritizing and resolving them in a timely manner.
- New Hire Trainer
Education
No Degree - English
Johnson C Smith University
Charlotte, NCHigh School Diploma -
West Mecklenburg High School
Charlotte, NC06.1992
Skills
Professional, knowledge, dedicated, and punctual Customer Service Representative New hire trainer, and very career driven Effective team building skills, and a proven ability to go above and beyond to provide excellent service Skilled new hire trainer, and the ability to retain correct procedures and teach to new hires
Timeline
Retention Agent
Charter Communications, Spectrum
12.2022 - Current
Patient Access Representative
Carolinas Healthcare System
03.2005 - 12.2022
Problem Resolution Specialist
GE Capital Finance
07.2003 - 11.2005
No Degree - English
Johnson C Smith University
High School Diploma -
West Mecklenburg High School