Antoinita Shirer
Hampton,VA
Summary
Motivated School Bus Driver with 8 years of experience safely transporting children to and from school and to special events without safety infractions or accidents. Establish good relationships with students, staff, and parents. Organized and attentive with positive and flexible attitude. Offer current CPR and First Aid Certification.
Overview
17
17
years of professional experience
Work History
Customer Service Representative III
MassHealth
Taunton, MA
04.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Explained features, disadvantages and advantages of 30 policies to promote insurance sales.
- Answered 500+ inbound calls per month from existing and future policyholders to answer inquiries and discuss insurance options.
- Used AWS and MassServe to maintain new and existing accounts.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Human Resources Manager
BrenShirer Technical Institute
North Brunswick, NJ
01.2020 - 03.2022
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Organized and led staff orientation programs and training to promote collaboration.
- Motivated employees through special events, incentive programs and constructive feedback.
- Monitored and handled employee claims involving performance-based and harassment incidents.
School Bus Driver
Hampton Roads Community Action Program
Newport News, VA
01.2019 - 04.2021
- Picked up and dropped off students at authorized bus stops along route
- Drove defensively and safely to avoid accidents during bus operations
- Delivered passengers on time, applying familiarity with local geography of district
- Complied with local, state, federal, and school district rules in safe operation of school buses
- Checked vehicles for safe operating conditions and kept bus well-maintained.
School Bus Driver
Newport News Public Schools
Newport News, VA
08.2015 - 06.2018
- Delivered passengers on time, applying familiarity with local geography of district
- AS
- Drove defensively and safely to avoid accidents during bus operations
- Picked up and dropped off students at authorized bus stops along route
- Updated the daily logs to show mileage driven, fuel used and any special passenger issues
- Cleaned the bus between scheduled drives to keep it presentable, remove any spills and minimize the risk of infection from any communicable diseases
- Finished all tasks and job duties, adhering to deadlines to avoid delays
- Maintained strict safety rules to protect passengers and members of the public from harm
- Monitored the traffic conditions in the area and kept the dispatcher informed of any potential delays.
General Labor Worker
Catalina Cylinders
Hampton, VA
05.2013 - 07.2015
- Recommended changes to current or specified working procedures or conditions to increase efficiency after obtaining approval from client
- Met safety expectations, including OSHA mandates, governing site safety, building standards, and codes
- Assessed project area to meet standards for user safety and installation effectiveness
- Located, measured, and marked site locations using measuring and marking equipment
- Guided workers engaged in using hand tools, machinery, and other equipment and explained various techniques of following safety guidelines to avoid accidents or incidents
- Maintained work site area by demolishing un-needed structures, removing and disposing of rubbish, and cleaning area
- Monitored and inspected site and work for progress, concerns, arising issues, and safety of all workers on site.
Personal Care Assistant
Hand N Heart
Williamsburg, VA
06.2012 - 09.2014
- Cooked meals based on nutritional requirements and special diets
- Provided companionship throughout day, engaging clients in conversation and activities
- Assisted clients with bathing and dressing to promote good personal hygiene
- Provided physical and emotional support to patients and families, while delivering services to patients with terminal conditions
- Observed self-administration of medications to adhere to medication regimen
- Transported clients to doctor's offices and grocery stores
- Maintained safe and clean patient environment
- Performed routine housekeeping, including making beds, doing dishes, and sweeping
- Followed agency policy and procedures in administering care to clients
- Advised clients on proper self-care, personal hygiene and other important topics
Customer Service Representative
NCO
Hampton, VA
11.2011 - 07.2013
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Recommended products and services to members and educated customers about relevant offerings
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Promoted best practices by identifying opportunities for process improvements and initiatives
- Communicated with clients over various platforms such as phone, email, web portal and chat
- Assisted members by coordinating responses involving multiple departments and personnel
- Trained new associates on store programs and policies
- Directed individuals on usage and benefits of self-service tools
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
- Conducted follow-up calls at customer locations
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Trained and developed new team members on customer service initiatives and operational procedures.
Logistics Team Member
Nordstrom Rack
White Plains, NY
10.2008 - 07.2011
- Established performance benchmarks and identified trend variances to help management swiftly zero in on inefficiencies
- Assessed failures in logistics processes and helped implement corrective actions
- Identified equipment and supplies from internal and external sources, adding items to complete orders
- Completed all necessary documentation to prevent time-sensitive shipments from being delayed
- Defined helpful metrics and measurements to achieve timely results
- Helped sales and accounting teams resolve invoicing discrepancies
- Monitored trends in the industry to identify and incorporate useful management tools and logistics systems.
Education
High School Diploma -
Rosevelt High School
Skills
- Defensive driving Vehicle maintenance
- Bus route planning Behavior management
- Maintain passenger safety Keep order on the bus
- Trained in first aid Monitor traffic
- Passenger safety management Clean bus interiors
- Follow routes Multitasking
- Prioritization Motivation
- Networking Training
- Creative thinking Organization
- Task prioritization
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
Timeline
Customer Service Representative III
MassHealth
04.2022 - Current
Human Resources Manager
BrenShirer Technical Institute
01.2020 - 03.2022
School Bus Driver
Hampton Roads Community Action Program
01.2019 - 04.2021
School Bus Driver
Newport News Public Schools
08.2015 - 06.2018
General Labor Worker
Catalina Cylinders
05.2013 - 07.2015
Personal Care Assistant
Hand N Heart
06.2012 - 09.2014
Customer Service Representative
NCO
11.2011 - 07.2013
Logistics Team Member
Nordstrom Rack
10.2008 - 07.2011
High School Diploma -
Rosevelt High School
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