Antonio Brunson
Detroit
Summary
Dynamic support leader with a proven track record in fostering team collaboration and adapting to evolving challenges. Expertise in problem-solving, effective communication, and managing support operations drives consistent success in achieving organizational goals. Committed to reliability and results, ensuring optimal team performance while enhancing customer satisfaction. Prepared to leverage skills and experience for meaningful contributions in this role.
Overview
15
15
years of professional experience
Work History
Customer Support Lead
AAA Roadside Assistance
01.2023 - 10.2025
- Led a team of 8 customer support representatives to provide prompt and efficient service to customers, handling roadside assistance requests.
- Managed customer inquiries and billing issues, ensuring timely resolutions and high customer satisfaction.
- Trained and mentored team members on best practices for managing customer interactions and resolving issues.
- Collaborated with internal departments to ensure accurate processing of payments, refunds, and account adjustments.
Customer Advocate Lead
DTE Energy
06.2019 - 12.2022
- Led efforts in customer advocacy by systematically addressing concerns and efficiently resolving billing discrepancies related to utility services.
- Assisted customers with understanding their billing statements, setting up payment plans, and processing payments and refunds.
- Provided guidance to junior customer advocates and helped improve service workflows.
- Resolved customer inquiries and issues, enhancing overall satisfaction and loyalty.
- Managed escalated complaints, ensuring timely and effective resolutions for complex situations.
Customer Service Representative
Teleperformance
03.2017 - 05.2019
- Handled customer inquiries and concerns related to various products and services, including billing and account management.
- Worked with customers to resolve complex billing issues and facilitated payment arrangements.
- Ensured that customer data was accurate and updated in the company’s database.
- Delivered exceptional service, achieving high customer satisfaction scores.
Customer Retention Specialist
Comcast/Xfinity
08.2015 - 02.2017
- Managed customer retention efforts by addressing billing and service-related issues, ensuring customers were satisfied and retained.
- Worked with customers to resolve payment concerns and process refunds or adjustments as needed.
- Set up payment plans for customers in need and ensured accurate record-keeping for future reference.
- Met and exceeded retention goals, improving customer loyalty and reducing churn rates.
Customer Service Liaison
Minacs/Netflix
05.2010 - 07.2015
- Acted as a liaison between Netflix customers and internal teams, handling inquiries regarding billing, subscriptions, and account management.
- Assisted customers with understanding their billing statements and resolving any discrepancies.
- Updated customer records, processed payments, and addressed any issues related to account management.
Education
MBA - Business Administration
American Intercontinental University
Schaumburg, IL04-2023
Bachelor of Science - Case Management
American Intercontinental University
Schaumburg, IL06-2021
Skills
- Live Chat Support: Proficient in managing live chat inquiries and ensuring prompt and effective resolution of billing and service-related issues
- Billing and Payment Solutions: Experienced in processing payments, initiating refunds, and setting up payment plans for customers
- Customer Advocacy: Skilled in advocating for customers and ensuring their needs are met in a timely and professional manner
- Leadership & Training: Proven ability to lead teams, provide training, and implement strategies to improve team performance
- Problem-Solving: Strong problem-solving skills, particularly in addressing and resolving complex billing and service issues
- Communication: Excellent written and verbal communication skills, especially in customer interactions
- Technical Proficiency: Familiar with CRM systems, customer service tools, and healthcare management software
Timeline
Customer Support Lead
AAA Roadside Assistance
01.2023 - 10.2025
Customer Advocate Lead
DTE Energy
06.2019 - 12.2022
Customer Service Representative
Teleperformance
03.2017 - 05.2019
Customer Retention Specialist
Comcast/Xfinity
08.2015 - 02.2017
Customer Service Liaison
Minacs/Netflix
05.2010 - 07.2015
MBA - Business Administration
American Intercontinental University
Bachelor of Science - Case Management
American Intercontinental University