Antonya John
Newark,NJ
Summary
Dedicated support professional with extensive experience addressing client needs and resolving inquiries promptly and effectively. Proficient in managing client interactions, troubleshooting issues, and ensuring customer satisfaction. Skilled in utilizing various software tools and systems to streamline support processes.
Overview
5
5
years of professional experience
Work History
Client Support Specialist
ModivCare
07.2024 - Current
- Resolved complex client issues, achieving a 95% member satisfaction rate by leveraging CRM tools and conducting thorough follow-ups.
- Documented conversations to ensure consistency in scheduling, modifying, and canceling member reservations.
- Effectively and efficiently multitasked to extract necessary information from multiple systems for review and modification.
- Demonstrated a personal commitment to producing high-quality work and referred unresolved member grievances to the designated department for further investigation and resolution.
- Handled 50-60+ inbound calls daily while following NJ HIPAA guidelines to ensure the confidentiality of personal health information.
Customer Service Representative
NJ EZ Pass Customer Service Center
Newark, USA
11.2023 - 06.2024
- Worked in a fast-paced, heavy volume inbound call center servicing customer calls to the E-ZPass NJ program
- Assist customers with questions regarding account maintenance, violations, billing, tolls, etc., and research and resolve problems per E-Z pass policy
- Disseminate information on various E-Z Pass and toll authority-related topics using training materials, handouts, and online tools
- Performed appropriate transaction(s), completed corresponding outbound correspondence, and completed internal documentation and handoffs
- Assisted with policy and procedural changes, invoice review/processing, and collections oversight
Contact Tracer
NJ Public Health Department
11.2020 - 05.2023
- Initiate prompt communication with people exposed to COVID-19(contacts) through text, phone calls, email, and other communication platforms as necessary
- Collect and accurately record information on symptoms and needs into the database system
- Provide contacts with approved information about isolation and quarantine procedures, and if appropriate, refer them to testing according to protocol and/or to a COVID-19 Community Support Specialist for social resources
- Follow a set script to inform contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop
Cashier
DOLLAR TREE
Newark, USA
08.2020 - 11.2020
- Registers sales on a cash register by scanning items, itemizing, and totaling customers' purchases
- Cleaned, stocked, or restocked workstations and display cases
- Resolved customer issues and answered questions as they arose
- Count money in cash drawers at the beginning and end of the shift to ensure that amounts are correct
Intern
CENTRAL PARK SOUTH PLASTIC SURGERY
Manhattan, USA
01.2020 - 03.2020
- Welcome patients by greeting them in person or on the telephone
- Prepare patients for the health care visit by directing and/or accompanying them to the examining room
- Maintain a safe, secure, and healthy work environment by establishing and following standards and procedures; and complying with legal regulations
- Maintain patient confidence and protect operations by keeping patient care information confidential
- Knowledgeable on the EHR system Practice Fusion
Education
Medical Assistant Program -
ALLEN SCHOOL OF HEALTH SCIENCES
Brooklyn, New York03.2020
High School Degree -
JOHN JAY HIGH SCHOOL
Brooklyn, New YorkSkills
- MS Word
- Typing 55 wpm
- Analytical skills
- Client rapport building
- Professional telephone demeanor
- Office equipment proficiency
- Easily adapts to new concepts
- Verbal/Written communication skills
- Familiar with OSHA workplace safety
- Familiar with HIPAA-issued sanitation guidelines
- Ability to multitask
- Ability to prioritize projects
- Ability to handle customer complaints
- Empathetic
References
References available upon request.
Timeline
Client Support Specialist
ModivCare
07.2024 - Current
Customer Service Representative
NJ EZ Pass Customer Service Center
11.2023 - 06.2024
Contact Tracer
NJ Public Health Department
11.2020 - 05.2023
Cashier
DOLLAR TREE
08.2020 - 11.2020
Intern
CENTRAL PARK SOUTH PLASTIC SURGERY
01.2020 - 03.2020
Medical Assistant Program -
ALLEN SCHOOL OF HEALTH SCIENCES
High School Degree -
JOHN JAY HIGH SCHOOL
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