ANTOINETTE TYLER
Authorized To Work Anywhere In The U.S
Summary
Experienced Remote Customer Service and Administrative professional with over 10 years in high-volume operations. Managed 100-150 daily customer interactions via phone, email, and chat, ensuring satisfaction and efficiency. Expertise in CRM systems, scheduling, data entry, and cross-functional collaboration within remote settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Administrative Assistant (Hybrid)
Baltimore County Government
Towson, Maryland
10.2025 - Current
- Provided comprehensive administrative support in a fully remote environment, ensuring smooth day-to-day operations across the department.
- Coordinated complex calendars and scheduled virtual meetings, facilitating effective communication across teams.
- Managed high-volume email correspondence, prioritizing inquiries to enhance response efficiency and professionalism.
- Maintained, organized, and updated digital records, files and databases for clients with a high level of accuracy and confidentiality.
- Prepared reports, documents, and internal communications using Microsoft office and shared systems.
- Monitored deadlines and tracked assignments to ensure timely completion of administrative tasks, supporting overall departmental workflow.
- Handled sensitive and confidential information with discretion while maintaining compliance with organizational policies.
Customer Care Agent (Remote)
Constellation Home
Middle River, MD
02.2023 - 10.2025
- Achieved a customer satisfaction rating of 100% by effectively resolving inquiries through various communication channels.
- Handled an average of 100+ customer calls and inquiries daily, consistently exceeding departmental goals for response rates.
- Conducted follow-up calls that resulted in a 95% increase in customer retention and loyalty.
- Monitored customer inquiries and provided timely responses.
- Collaborated with internal teams to resolve customer issues.
- Coordinated HVAC service appointments to maintain customer satisfaction.
- Coordinated service appointments for plumbing and electrical needs to ensure timely assistance.
- Coordinated the parts department to ensure timely arrival of parts for repair w/parts service calls.
- Assisted the sales department with new and old HVAC/HVAC appliance inquiries.
Remote Customer Support Specialist
TeamSnap
Washington, DC
10.2021 - 05.2024
- Delivered exceptional customer service by resolving over 100+ tickets daily, enhancing customer satisfaction ratings by 100%.
- Implemented proactive support strategies that reduced response times by 95%, resulting in a smoother user experience for over 100+ clients.
- Responded to customer inquiries via phone, email, and online chat.
- Investigated and resolved customer service issues in a professional manner.
- Escalated customer service issues to appropriate departments for timely resolution.
- Tracked customer interactions using CRM software to enhance service delivery.
- Analyzed customer feedback to identify improvement areas in service processes and enhance customer experience.
- Developed and implemented customer service procedures, policies, and standards to improve customer satisfaction.
Remote Data Entry Clerk
Mayor's Office of Employment Development
Baltimore, MD
08.2021 - 02.2023
- Executed high-volume data entry tasks with 100% accuracy to ensure seamless operations and compliance with deadlines.
- Collaborated with cross-functional teams to update and verify records, leading to a 100% improvement in data integrity and reporting accuracy.
- Compiled and maintained accurate records for over 150 client applications, significantly improving the data retrieval process.
- Achieved data entry and record keeping proficiency, consistently meeting tight deadlines.
- Streamlined data processing into various systems with a focus on accuracy and efficiency.
- Developed and maintained a strong working knowledge of data entry accuracy checks.
- Ensured proper management of student files and databases.
- Obtained necessary documents for youth job submissions, including I9 and W4.
Remote Payroll Specialist
Maxim Healthcare Staffing
Columbia, MD
07.2018 - 08.2021
- Accurately processed weekly payroll for a staff of 200+ employees.
- Optimized payroll processes reducing errors by 95%.
- Monitored and maintained payroll records, including employee deductions, withholdings, and other payroll related information.
- Prepared and maintained payroll records in compliance with government regulations.
- Administered garnishments, levies, and deductions to ensure compliance with legal requirements.
- Resolved payroll discrepancies and addressed employee inquiries to enhance payroll accuracy.
- Coordinated with HR, Finance, and other departments to ensure timely and accurate data processing.
- Collaborated with cross-functional teams to address payroll-related challenges and opportunities.
- Utilized ADP software to maintain employee records and generate reports.
Remote Call Center Agent
Medstar Health
Elkridge, MD
01.2015 - 07.2018
- Managed high call volume by addressing over 150 daily inquiries, providing information and support to patients.
- Resolved patient inquiries and concerns promptly, contributing to high customer satisfaction rates.
- Addressed questions, concerns, and patient conflicts, delivering exceptional customer service and fostering positive patient experiences.
- Assisted patients with obtaining appointments, clinic and provider information and rescheduling as required.
- Answered multi-line phones, transferred calls to correct contact and took messages as appropriate.
- Maintained strict adherence to HIPAA regulations, ensuring patient confidentiality and data security at all times.
- Created and maintained patient records in accordance with HIPAA regulations.
- Maintained, organized and updated patient EHR software plus paper documentation for archiving purposes.
- Adjusted clinic schedule and coordinated patient rescheduling in response to changes in in-hospital coverage, ensuring efficient patient flow.
Education
High School Diploma - College Prep
Western High School
Baltimore, MD06-2013
Skills
- Administrative Support
- Scheduling
- Data Entry
- Document Coordination
- Document Management
- Office Equipment Operation
- Microsoft Office Suite
- ADP
- Kronos
- Timecard Auditing
- Data Management
- Client Relationship Management
- Multi-Tasking
- Persuasive Communication
- Problem-Solving
- Conflict Resolution
- Virtual Communication
Certification
- HIPAA Compliance Training
- Customer Service Excellence Training
Timeline
Administrative Assistant (Hybrid)
Baltimore County Government
10.2025 - Current
Customer Care Agent (Remote)
Constellation Home
02.2023 - 10.2025
Remote Customer Support Specialist
TeamSnap
10.2021 - 05.2024
Remote Data Entry Clerk
Mayor's Office of Employment Development
08.2021 - 02.2023
Remote Payroll Specialist
Maxim Healthcare Staffing
07.2018 - 08.2021
Remote Call Center Agent
Medstar Health
01.2015 - 07.2018
High School Diploma - College Prep
Western High School