ANTOINETTE EDWARDS
Pflugerville,TX
Summary
Experienced Account Product Specialist with 10+ years in delivering effective support and solutions. Skilled in identifying client needs and providing technical assistance to enhance product functionality. Focused on leveraging troubleshooting expertise and customer engagement to drive client satisfaction and support organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Support Field Advisor
Rivian
Austin, TX
06.2024 - Current
- Liaise on-site between centralized support operations and the Service Center’s front-of-house staff
- Handle end-to-end support for owners/fleet companies with questions or assistance needs related to vehicle performance, charging, or connectivity; this includes roadside help or coordinating repairs
- Triage customer concerns using strong listening and comprehension abilities, document symptoms, and determine appropriate solutions.
- Deliver quick technical fixes when possible and record the outcome.
- Initiate deeper diagnostics. Create service tickets and work closely with the Remote Diagnostic Team to:
- Activate a detailed vehicle repair plan
- Order necessary parts
- Schedule service appointments and arrange alternative transport if needed
- Communicate next steps to customers and secure work authorization
Consumer & Community Banker
JP Morgan Chase
Detroit, Michigan
10.2022 - 03.2024
- Managed a high volume of approximately 80 – 120 inbound calls daily, addressing inquiries from Chase checking and savings account customers
- Effectively handled a range of topics, including balance inquiries, funds transfers, online troubleshooting, fees, stop payments, merchant disputes, and debit card declines
- Assisted with online servicing calls, providing comprehensive support for customers navigating the digital platform
- Employed strategies to enhance consumer satisfaction by proactively addressing customer needs and resolving concerns.
- Implemented customer-centric solutions, contributing to increased consumer satisfaction and positive feedback
- Collaborated with team members to provide peer coaching and guidance on skills and competencies.
- Conducted regular one-on-one coaching sessions to address individual development needs and enhance performance, fostering a culture of continuous improvement
- Developed and delivered training modules to address specific skill gaps identified through peer coaching sessions
- Played a key role in creating a positive and inclusive team environment, contributing to increased overall team productivity and morale
- Received positive feedback from peers and management for the impact of peer coaching on individual and team performance.
Virtual Support Agent
Arise Virtual Solutions
01.2022 - 05.2022
- Conducted interactive troubleshooting sessions using Smart Look software, guiding clients through technical challenges and ensuring a seamless user experience
- Validated client personally identifiable information (PII) to secure verification of identities, ensuring compliance with privacy and security protocols.
- Enhanced customer satisfaction through effective problem resolution and providing knowledgeable, friendly service.
- Documented the details of each client interaction, maintaining accurate and thorough records to enhance the efficiency of follow-up actions and improve overall customer service.
- Coordinated on- and off-site customer support teams across multiple time zones to ensure consistent service delivery.
Production
Stallantis
10.2020 - 11.2021
- Applied technical expertise to assemble components, meticulously examining connections to ensure correct fit and fastening parts and subassemblies effectively
- Troubleshot technical issues, delivering timely support to enhance functionality of systems and equipment.
- Collaborated with colleagues to achieve collective goals, enhancing operational efficiency and team success.
Claims Examiner
Meridian Healthcare
08.2019 - 11.2019
- Executed precise claim processing in strict accordance with plan benefits, authorization requirements, coordination of benefits, subrogation, and state insurance mandates, ensuring accuracy and compliance
- Maintained an exceptional quality level of 96% or better, demonstrating a commitment to accuracy and attention to detail in all aspects of claim processing
- Investigated and input data for coordination of benefits and subrogation, ensuring integrity and completeness of claim records.
- Managed processing of claim department phone calls, addressing inquiries and providing timely, accurate information to policyholders, enhancing customer satisfaction.
- Participated in special projects targeting process improvements, fraud detection, waste reduction, and abuse identification, demonstrating adaptability and commitment to continuous improvement.
Virtual Closing Agent
Volkswagen Group of America
09.2018 - 01.2019
- Played a crucial role in the buyback closing process by ensuring the accuracy of legal documents, contributing to the seamless completion of transactions
- Validated the identity of each claimant with meticulous attention to detail, ensuring compliance with class action lawsuit requirements
- Documented specific legal requirements necessary for the completion of closings, demonstrating a comprehensive understanding of legal processes and compliance
- Maintained high accuracy in updating data on existing SSI files while processing approximately 500 files weekly, supporting compliance and operational integrity
- Navigated and extracted information from Volkswagen proprietary systems daily, ensuring accurate data access for claims processing
- Captured images of documents and gathered vehicle information in collaboration with Sales Managers, enhancing claims processing efficiency
- Attended meetings to ensure clear communication and stay informed on updates relevant to the claims processing workflow.
Office Operations
Virtuoso Management Group, LLC
02.2015 - 05.2018
- Proactively managed administrative responsibilities, enhancing overall effectiveness of office operations.
- Managed and operated management scheduling, demonstrating proficiency in organizing and optimizing daily activities
- Attended client meetings, providing essential administrative support to enhance the efficiency of proceedings
- Handled phone and email inquiries, ensuring prompt and accurate responses to meet client needs.
Education
Bachelor of Science - Nursing
Austin Community College
Austin, TX03-2026
Diploma -
Edwin Denby High School
Detroit, MIBachelor of Science (B.S.) Computer Software Systems -
Wayne State University
Detroit, MISkills
- Technical Support
- Technical troubleshooting
- Data Management
- Data management systems
- Windows Operating Systems
- Various network tools
- Microsoft Office Suite
- Client meeting support
- Operation and management of scheduling systems
- Benefits coordination
- Process improvement
- Continuous improvement
- Team Collaboration
- Sales collaboration
- Knowledge sharing
- Client interaction documentation
- Banking
- Technical communication
Certification
Successful Negotiation: Essential Strategies and Skills
Scrum Master
Project Management
Scrum Master
Project Management
Timeline
Service Support Field Advisor
Rivian
06.2024 - Current
Consumer & Community Banker
JP Morgan Chase
10.2022 - 03.2024
Virtual Support Agent
Arise Virtual Solutions
01.2022 - 05.2022
Production
Stallantis
10.2020 - 11.2021
Claims Examiner
Meridian Healthcare
08.2019 - 11.2019
Virtual Closing Agent
Volkswagen Group of America
09.2018 - 01.2019
Office Operations
Virtuoso Management Group, LLC
02.2015 - 05.2018
Bachelor of Science - Nursing
Austin Community College
Diploma -
Edwin Denby High School
Bachelor of Science (B.S.) Computer Software Systems -
Wayne State University