Antoinette Lewis
Cleveland,OH
Summary
Boost customer satisfaction by analyzing and improving procedures to capitalize on emerging trends and integrate new approaches. Proactive in updating training programs and policies to prevent lags and maintain industry-leading service levels. Highly analytical and objective with methodical approach.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Administrative Manager
BrayBray Worldwide LLC
Remote
03.2023 - Current
- Conducted staff performance evaluations to monitor progress and individual skills.
- Directed and oversaw office personnel activities.
- Tracked and analyzed expenditures to deliver budgets and financial reports.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Developed strong relationships with clients through excellent customer service skills.
- Managed scheduling, dispatching, and routing for drivers to ensure timely and efficient transportation services.
- Assisted with the recruitment, onboarding, and training of new drivers and staff.
- Composed correspondence such as letters, emails, memos, reports and other documents.
Rideshare Driver
Lyft/Uber
San Francisco, CA
07.2018 - 01.2025
- Safely transported passengers to their destinations, adhering to traffic laws and safety regulations.
- Used advanced driving techniques to better improve time management and safety.
- Participated in ongoing training to improve driving and customer service skills.
- Provided excellent customer service, including assistance with luggage and answering queries about the local area.
- Achieved consistently high customer scores due to exceptional service.
- Resolved customer issues promptly and professionally, ensuring a positive experience.
Account Executive
Genesis Financial Solution
Remote
04.2019 - 03.2023
- Investigate and resolve contacts received from consumers, credit bureau, debt management agencies and law offices
- Performed refunds for incorrect charges and charge-backs on account holders account
- Research account-holders account for discrepancies or suspicion of fraud activities
- Submit fraud documents with customers request, review account-holders credit reports, submit approval/ denial letters to account-holders
- Update credit bureau with new info/decision, close line of credit per customers request
Customer Service Rep/ Adjudicator
State of Ohio
Remote
10.2020 - 02.2021
- Reviewed and analyzed suspicious and potentially fraudulent unemployment claims
- Determine appropriate course of action for determining claims and settlements
- Responsible for primarily reviewing, analyzing and evaluating information to make determination
- Used investigative evidence to resolve discrepancies with unemployment claims
- Conducted outbound calls and emails to claimants to verify accuracy of information received by state
- Investigate and analyze claimants' documents and make decisions on monetary awarding/denying benefits
Customer Service Rep
AAA Automobile Club
Independence, OH
01.2018 - 04.2019
- Answered multi line phones, performed data entry, scheduled technicians for roadside assistance
- Communicate with dispatch for members eta
- Ability to read geographical map to locate members
- Handled escalated calls, and performed credit card transactions
- Assisted members with emergency roadside assistance
- Effectively diffuses high tension
Education
Associate of Arts - Business Administration
Indiana Wesleyan
Marion, IN06.2018
Skills
- Customer service skills
- Communication skills
- Interpersonal skills
- Technical support
- Budgeting and expense monitoring
- Documentation and control
- Bookkeeping
- Office administration
- Customer service management
- Credit and collections
Certification
- H&R Block Certificate of Completion in Taxes
- Technical Support Fundamentals
- Bookkeeping Basics
- Assets in Accounting
- Liabilities and Equity in Accounting
Timeline
Administrative Manager
BrayBray Worldwide LLC
03.2023 - Current
Customer Service Rep/ Adjudicator
State of Ohio
10.2020 - 02.2021
Account Executive
Genesis Financial Solution
04.2019 - 03.2023
Rideshare Driver
Lyft/Uber
07.2018 - 01.2025
Customer Service Rep
AAA Automobile Club
01.2018 - 04.2019
Associate of Arts - Business Administration
Indiana Wesleyan