Antwoine L. Florence Jr.
Emmaus,Pennsylvania
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Iqor
Charlotte, Remote
09.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Resolved challenging situations with friendly but firm strategies.
- Answered average of 300 calls, and emails per day, addressing customer inquiries, solving problems and providing product information
Waiter
Bear Creek Mountain Resort
Macungie, Pennsylvania
04.2019 - 03.2020
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Checked over 50 daily IDs to verify ages and uphold Pennsylvania liquor laws
Waiter
Spinnerstown Hotel
Spinnerstown, Pennsylvania
05.2018 - 03.2019
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Increased sales significantly by upselling higher-end products to customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Upsold drink specialty items, wine selections and desserts to increase overall sales and exceed targets.
- Checked over 50 daily IDs to verify ages and uphold Pennsylvania liquor laws
Warehouse Associate
Amazon.com Fulfillment Center
Breinigsville, Pennsylvania
09.2017 - 06.2018
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Operated RF scanners to track merchandise and verify contents of containers.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Completed over 100 customer orders each day in warehouse setting
Call Center Representative
Synchronoss Technologies Inc
Bethlehem, Pennsylvania
07.2016 - 08.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Maintained 100% customer service satisfaction ratings through quality control
Education
High School Diploma -
Emmaus High School
Emmaus, PA06.2011
Skills
- Multitasking and Prioritization
- De-escalation Techniques
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Inbound and Outbound Calling
- Salesforce CRM
- POS Systems and Ordering Platforms
Certification
- Accident and Health Insurance License - 05/20/21 - 03/31/24
- Ramp Server/Seller Training, PA LCB - 09/27/21 - 09/27/23
Timeline
Customer Service Representative
Iqor
09.2021 - Current
Waiter
Bear Creek Mountain Resort
04.2019 - 03.2020
Waiter
Spinnerstown Hotel
05.2018 - 03.2019
Warehouse Associate
Amazon.com Fulfillment Center
09.2017 - 06.2018
Call Center Representative
Synchronoss Technologies Inc
07.2016 - 08.2017
High School Diploma -
Emmaus High School