Antoinette Mckinney
Goodwater,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Bank Of America
06.2017 - Current
- Tracked customer service cases and updated service software with customer information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled customer inquiries and suggestions courteously and professionally.
- Promptly responded to inquiries and requests from prospective customers.
- Implemented and developed customer service training processes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Answer an average of 100 calls and emails each day, addressing customer inquiries, solving problems and providing product information.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
Virtual Assistant
Stuff Inc.
03.2021 - 12.2022
- Assisted in the recruitment process through candidate screening, interview scheduling, and onboarding support.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Performed research to collect and record industry data.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Executed travel arrangements by researching and booking flights and accommodations.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Assisted coworkers and staff members with special tasks on daily basis.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
Receiving Clerk
Astral Brands
06.2007 - 01.2017
- Properly labeled and stored goods in safe area to provide identification and avoid losses.
- Reduced errors and discrepancies by meticulously verifying shipment contents against purchase orders and invoices.
- Regularly reviewed invoices and double-checked orders.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Optimized storage space utilization by arranging received items strategically within designated areas of the warehouse.
- Reviewed order data to verify transactions and shipping dates.
- Maintained tidy, organized and safe work area to comply with cleanliness standards.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Maintained accurate computer records of materials weights, bill amounts, and identified variances.
- Assisted in inventory control efforts by participating in routine cycle counts, ensuring accurate stock levels at all times.
Education
High School Diploma -
Central High School
Rockford, AL05.2003
Skills
- Inbound Call Management
- Calm Under Pressure
- Cross-Functional Collaboration
- Active Listening
- Remote Office Availability
- Data Entry
- Call Center Operations
- Conflict Resolution
- Call center experience
- Microsoft Outlook
- Call Metrics
- Professional telephone demeanor
- Multi-line phone talent
- Quality Control
- Critical Thinking
- Customer Service
- Transaction Processing
- Work Prioritization
- Dispute Resolution
- Relationship Building
- English Fluency
- De-Escalation Techniques
- Account Updates
Timeline
Virtual Assistant
Stuff Inc.
03.2021 - 12.2022
Customer Service Representative
Bank Of America
06.2017 - Current
Receiving Clerk
Astral Brands
06.2007 - 01.2017
High School Diploma -
Central High School