Antonio Tarrance
Detroit,MI
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Web Support Specialist
Morley Companies/BCBSM
05.2023 - Current
- Implemented streamlined ticket escalation process, resulting in faster resolution times for high-priority issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Responded to customer inquiries and provided technical assistance
- Researched and identified solutions to technical problems.
- Collaborated with cross-functional teams to address complex web-related issues and improve overall functionality.
- Managed high-volume support tickets, prioritizing effectively to ensure timely resolutions.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Monitored systems in operation and quickly troubleshot errors.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Supported end-users in various applications to optimize their productivity and performance.
Patient Service Technician
Ann Marie Lighthouse
12.2021 - 12.2023
- Assist patients with daily living activities; cooking, cleaning, transportation, medication, appointment scheduling.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Educated patients on self-care practices with the goal of increasing independence levels where appropriate.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted disabled clients to support independence and well-being.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Collaborated closely with other direct care workers in coordinating seamless shift transitions pertaining to ongoing care requirements.
- Remained alert to problems or health issues of clients and competently responded.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
Call Center Customer Service Representative
MAXIMUS - East Lansing, MI
03.2018 - 12.2021
- Assisted with enrollments for state programs, payments, inquiries, conflict resolution, troubleshooting software.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
Team Leader
Helpful Hands Cleaning
06.2017 - 05.2018
- Collaborated effectively with other departments to ensure seamless coordination and meeting essential deadlines for facility maintenance requirements.
- Managed inventory levels of cleaning supplies efficiently while minimizing costs through strategic purchasing decisions.
- Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
- Reduced cross-contamination risks through adherence to strict sanitation guidelines in food preparation areas.
- Vacuumed and shampooed carpets, upholstery and other fabrics.
- Developed and implemented comprehensive cleaning plan for entire building.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Rehabilitation Residential Technician(Intern)
Mid Michigan Recovery Services -
10.2016 - 07.2017
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Assisted in administration of medications and worked with pharmacy to replenish medications.
- Documented patient information and care activities in electronic health record.
- Managed time effectively while working with multiple patients simultaneously, ensuring each received proper attention during therapy sessions.
- Coordinated discharge planning efforts with healthcare professionals, ensuring seamless transitions between levels of care for patients.
- Evaluated and screened patients to determine needs and provide necessary support.
- Developed strong rapport with patients, establishing trust and enabling more effective communication regarding their needs and concerns.
- Promoted a positive atmosphere within rehabilitation settings, inspiring hope and motivation among recovering individuals.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Provided therapeutic activities to assist with patient development.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Facilitated educational workshops addressing substance abuse prevention topics
- Assisted patients in developing coping skills and healthy habits to replace addictive behaviors, strengthening long-term sobriety prospects.
- Organized recreational activities to assist in patient recovery.
Education
Bachelor of Arts in Criminal Justice, Minor -Psych -
Michigan State University
East Lansing, MIHigh School Diploma -
John Glenn High School
Westland, MISkills
- IOS
- Android
- Windows 11
- Mac OS
- Microsoft Powerpoint
- Microsoft Word
- Problem Resolution
- Organizational Skills
- Customer support
- Data entry
- Technical Support
- Active Listening
- Attention to Detail
- Time Management
Timeline
Web Support Specialist
Morley Companies/BCBSM
05.2023 - Current
Patient Service Technician
Ann Marie Lighthouse
12.2021 - 12.2023
Call Center Customer Service Representative
MAXIMUS - East Lansing, MI
03.2018 - 12.2021
Team Leader
Helpful Hands Cleaning
06.2017 - 05.2018
Rehabilitation Residential Technician(Intern)
Mid Michigan Recovery Services -
10.2016 - 07.2017
Bachelor of Arts in Criminal Justice, Minor -Psych -
Michigan State University
High School Diploma -
John Glenn High School