Antoine Overton
Philadelphia,PA
Summary
Results-driven leader with extensive experience in customer care management. Known for strategic planning and process improvement capabilities, consistently delivering enhanced productivity and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Rideshare Driver
Uber
Philadelphia, PA
09.2022 - Current
- Delivered safe and efficient rides to diverse clientele across urban landscapes.
- Navigated complex routes using GPS technology, optimizing travel time for passengers.
- Provided exceptional customer service, ensuring positive rider experiences and satisfaction.
- Maintained high vehicle standards through regular inspections and maintenance checks.
Customer Care Manager
Gratz Pilates
Philadelphia, PA
08.2017 - 09.2024
- Delegating customer care team based on daily needs, order volume and customer requests.
- Scheduling freight and customer self pick up, scheduling equipment maintenance for customers globally.
- Monitoring customer car reps and performance.
- Continuously identifying areas for process improvement and implementing changes to streamline operations and enhance productivity.
- Monitoring product quality and ensuring adherence to quality standards.
- Address customer inquiries and issues, ensuring high level of customer satisfaction through effective communication and problem solving.
- Tracking the monthly budget for replacement and missing items and scheduling meetings with team members and department managers to address any issues we are facing in production that are causing issues with quality or missing items.
- Preparing reports and presenting data related to operational performance, trends, and metrics to senior management.
- Assisting production manager and operations manager with onboarding and continued development of new staff to improve skills and performance.
Overnight Grocery Clerk
Acme
Philadelphia, PA
10.2021 - 09.2023
- Organized and replenished grocery shelves to ensure product availability and optimal merchandising.
- Trained new staff on operational procedures, fostering a knowledgeable workforce.
- Monitored stock levels and performed regular audits to minimize discrepancies and optimize inventory control.
- Monitoring rotation, reducing waste and ensuring freshness of goods.
- Using a standing pallet jack to maneuver pallets from loading dock onto the floor.
- Setting up displays for promotional items
Interim Sales Manager
Gratz Pilates
Philadelphia, PA
08.2020 - 09.2020
- Led weekly meetings with sales team to align on goals, performance metrics, and project updates.
- Liaising with marketing and sales reps to enhance understanding of ongoing sales strategies, current / future promotions, and product launches.
- Analyzed market trends and competitor activities to inform strategic planning and decision-making.
- Monitored competitor activities and market trends to inform sales strategy and decision-making.
- Established strong relationships with clients, enhancing customer satisfaction and retention rates.
Assistant Shipping Manager
Gratz Pilates
Philadelphia, PA
06.2016 - 08.2017
- Coordinated logistics with carriers to optimize shipping routes and reduce costs.
- Streamlined shipping processes by implementing efficient scheduling of packing customers' orders.
- Improved customer satisfaction by addressing and resolving shipping related concerns in a timely manner.
- Developed and maintained strong relationships with freight companies and drivers for improved communication, seamless coordination, and increased attention for important orders.
- Provided exceptional customer service by ensuring timely communication with customers, providing tracking numbers, special documents (BOL, FTA, COO), ETA of orders, delays, and when the order has cleared customs to prevent storage fees.
- Maintained detailed records of all shipments, providing valuable data for future planning, analysis, and customer interaction.
- Trained new staff on job duties, company policies, and procedures for quick onboarding.
- Shipped domestic and international orders via FedEx and UPS ground and filed claims if necessary.
Shipping Specialist
Gratz Pilates
Philadelphia, PA
08.2015 - 06.2016
- Pack customer orders in custom order boxes to prevent movement inside packing during transit to prevent and minimize risk of damages.
- Performed tests or measurements to verify product quality.
- Collaborated with production and engineering teams to resolve quality issues and address customer complaints regarding recent deliveries.
- Packed customer orders in custom boxes to stabilize contents during transit and minimize risk of damage.
- Collaborate with production and engineering to address quality issues or customer complaints/concerns regarding recent delivery.
Education
High School Diploma -
Simon Gratz Mastery Charter
Philadelphia, PASkills
- Excellent navigation
- Customer service
- Customer account management
- Account management
- Relationship management
- Retention strategies
- Customer advocacy
- Schedule management
- Training and mentoring
- Staff training
- Proficient in QuickBooks, Microsoft Office
- Shipping operations
- Carrier negotiations
- Cost reduction strategies
- Warehouse operations
- Expense management
Timeline
Rideshare Driver
Uber
09.2022 - Current
Overnight Grocery Clerk
Acme
10.2021 - 09.2023
Interim Sales Manager
Gratz Pilates
08.2020 - 09.2020
Customer Care Manager
Gratz Pilates
08.2017 - 09.2024
Assistant Shipping Manager
Gratz Pilates
06.2016 - 08.2017
Shipping Specialist
Gratz Pilates
08.2015 - 06.2016
High School Diploma -
Simon Gratz Mastery Charter