Antrenette VanRensalier
Summary
Dedicated Customer Service Specialist with a passion for delivering exceptional service and building positive customer relationships. Currently pursuing a degree in Applied Psychology, leveraging insights into human behavior to enhance customer interactions. Proven track record of resolving issues promptly, ensuring customer satisfaction, and contributing to team success. Adept at utilizing empathy and active listening skills to understand customer needs. Eager to apply a unique blend to customer service expertise and psychological insights to enhance the overall customer experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
ADT WFH
01.2020 - 01.2022
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Two year assignment (contractor)
Patient Care Coordinator
Express Scripts Pharmacy
08.2018 - 01.2020
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Received and routed care team messages and documents to appropriate staff.
- Identified potential problems and patient care trends.
- Explained policies, procedures and services to patients.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Customer Service Specialist
American Home Shield
05.2016 - 07.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Care Agent
Disney Call Center
08.2014 - 05.2016
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Education
No Degree - Applied Psychology
Southwest Tennessee Community College
Memphis, TN12.2024
Licensed Aesthetician - Skin Care Specialist
Empire Beauty School
Memphis, TN04.2021
High School Diploma -
Cordova High School
Cordova, TN05.2011
Skills
- Calm and Professional Under Pressure
- Verbal and written communication
- De-escalation Techniques
- Active Listening
- Interpersonal Skills
- Solution-Oriented
- Teamwork Skills
- Peer Support
- Collaboration and Cooperation
- Leadership Skills
Timeline
Customer Service Representative
ADT WFH
01.2020 - 01.2022
Patient Care Coordinator
Express Scripts Pharmacy
08.2018 - 01.2020
Customer Service Specialist
American Home Shield
05.2016 - 07.2018
Customer Care Agent
Disney Call Center
08.2014 - 05.2016
No Degree - Applied Psychology
Southwest Tennessee Community College
Licensed Aesthetician - Skin Care Specialist
Empire Beauty School
High School Diploma -
Cordova High School