ANTOINETTE GARDNER
ORLANDO,FL
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
11
11
years of professional experience
Work History
Medical Office Representative
AdventHealth
Winter Park, FL
04.2025 - Current
- Managed patient check-in and scheduling processes to enhance operational efficiency.
- Coordinated insurance verification and authorizations for seamless patient service delivery.
- Processed patient records and maintained confidentiality in compliance with HIPAA regulations.
- Assisted in resolving patient inquiries and complaints to improve overall satisfaction rates.
Member Service Representative
USF FEDERAL CREDIT UNION
Orlando, FL
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.
Patient Care Coordinator
KROGER SPECIALTY PHARMACY
Lake Mary, FL
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
Orlando, FL
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
Orlando, FL
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
Orlando, FL
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, FL12-2011
Skills
- Adaptability
- Telephone Etiquette
- Computer Literacy
Timeline
Medical Office Representative
AdventHealth
04.2025 - Current
Member Service Representative
USF FEDERAL CREDIT UNION
03.2024 - Current
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