Summary
Overview
Work History
Education
Skills
Timeline
Generic

ANTOINETTE GARDNER

ORLANDO,FL

Summary

Seeking to use previous experience and communication skills to resolve, enhance, and transform the face of customer interaction.

Overview

10
10
years of professional experience

Work History

Member Service Representative

USF FEDERAL CREDIT UNION
03.2024 - Current
  • Prepare and send essential documents via DocuSign for skip payment requests.
  • Possesses extensive knowledge of baking products, loans, mortgages, and credit card operations.
  • Collaborated with multiple departments, ensuring seamless resolution of complex cases.
  • Adhered to company policies and standards during all member interactions.

Universal Representative

INSIGHT CREDIT UNION
07.2023 - 09.2023
  • Fostered positive and professional relations with customers.
  • Responsible for counting, verifying handling bank deposits.
  • Enhanced team collaboration by offering constructive feedback when needed.
  • Delegated responsibilities to ensure effective management of daily activities.
  • Boosted client satisfaction by quickly addressing concerns.

Patient Care Coordinator

KROGER SPECIALTY PHARMACY
09.2019 - 05.2020
  • Delivered outstanding customer service by resolving concerns and answering questions.
  • Managed resolution of caller concerns and conducted routine outbound calls.
  • Maintained strict adherence to HIPAA guidelines for handling patient data.
  • Delivered outstanding customer service by resolving concerns, responding to inquiries, and ensuring patient satisfaction with their care experience.

Service Center Representative

SEDGEWICK
09.2018 - 06.2019
  • Served as liaison with callers, adhering to client specifications.
  • Informed customers via multiple channels about documentation for claim processing, time frames, payment information, and status.
  • Accurately entered verbal and written application information to meet internal and external customer requirements into the claims management system.
  • Enhanced customer satisfaction by providing timely and accurate information on products and services.

Quality Assurance Analyst

TELETECH
11.2017 - 09.2018
  • Ensured adherence to processes and verified call information accuracy.
  • Consistently upheld daily productivity and quality criteria.
  • Identified inefficiencies within the quality assurance process.
  • Conducted trend analysis to uncover agent growth opportunities.
  • Delivered qualitative feedback promptly on evaluation forms.

Client Service Specialist

BB&T BANK
04.2015 - 10.2017
  • Handled inbound client calls with punctuality, precision, professionalism and courtesy.
  • Address client concerns effectively.
  • Minimized bank losses through diligent client verification during calls.
  • Detected potential identity theft and escalated for further investigation.
  • Delivered exceptional service through efficient client support with focus on minimizing client effort.
  • Managed 120 or more calls per day from customers

Education

High School Diploma -

OCPS
Orlando, FL
12-2011

Skills

  • Adaptability
  • Goal Oriented
  • Telephone Etiquette
  • Computer Literacy
  • Customer Service
  • Cross-selling
  • Critical Thinking
  • Excellent Communication
  • Time Management

Timeline

Member Service Representative

USF FEDERAL CREDIT UNION
03.2024 - Current

Universal Representative

INSIGHT CREDIT UNION
07.2023 - 09.2023

Patient Care Coordinator

KROGER SPECIALTY PHARMACY
09.2019 - 05.2020

Service Center Representative

SEDGEWICK
09.2018 - 06.2019

Quality Assurance Analyst

TELETECH
11.2017 - 09.2018

Client Service Specialist

BB&T BANK
04.2015 - 10.2017

High School Diploma -

OCPS

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ANTOINETTE GARDNER