Kelly Antaya
Omaha,NE
Summary
Provided account maintenance and customer service in the banking, insurance, and telecommunications industries. Recognized for strong follow-through and ensuring customer satisfaction. Dedicated team player who is willing to provide support and guidance to peers at all levels. Strong work ethic and desire to provide world-class, customer focused solutions.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate
MetLife
11.2023 - Current
- Service group disability claims calls from customers, employers and providers who call into the call center call by utilizing a first call resolution attitude
- Provide accurate updates and router callers to correct departments
- Call types include callers with disability, pregnancy and other serious health issues that prevent them from working
- Call types can be emotional depending on the customers reason for filing.
Circuit Provisioner
Fastwyre Broadband
08.2022 - 08.2023
- Assist in programming of customers access lines and DSL circuits
- Provide support to inside and outside technicians
- Assist in installation and maintenance of transmission systems and special circuits and in the maintenance of telephone company central office equipment.
Policy Services Representative
IAT Insurance Group
11.2021 - 05.2022
- Review submission documents for completeness based on business specifications
- Register submission and indexes documents into policy administration system
- Review clearance requirements and resolves conflicts, and Broker of Record changes
- Engages with Underwriting Support and Underwriting teams to resolve issues with submissions.
Customer Service Representative I
Centene Corporation
11.2020 - 10.2021
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times.
Sales Enablement Specialist
RD Industries
07.2020 - 11.2020
- Responsible for improving productivity from the initial on-boarding of new hires, building, and delivering enhancement training, ensuring customer facing teams have knowledge of available resources to effectively engage with their customers, qualifying sales leads, as well as engaging daily with employees, vendors, and customers.
Sales Support Specialist
Lincoln Financial Group
08.2019 - 02.2020
- Performed and delivered on routine and non-routine assignments for assigned area(s) of responsibility independently in accordance with established procedures/guidelines
- Responsible for processing quotes and pre-qualification of new business
- Provided support to sales and administrative functions across the business, as needed.
Order Management Specialist II
Cox Communications
02.2011 - 07.2019
- Responsible for the coordination of new, upgrade/downgrade, disconnects, and transfer projects associated with business customers
- Performed quality assurance and verification checks of all Sales documentation and ensures accuracy and integrity of customer data
- Scheduled simple/simple plus and complex order in ICOMS and CRM tools
- Key orders from CRM tools into ICOMS
- Provide support to all sales channels
- Verify accuracy of services codes, term, and pricing.
Sales Support Coordinator 1
Cox Communications
09.2015 - 05.2017
- Responsible for providing support from sales generation through order submittal
- Perform quality assurance and verification of all Sales documentation prior to moving the customer order into the Order Fulfillment process
- Provide and ensures accuracy and integrity of customer data essential for moving orders into the Order Management System
- Create customer opportunity/proposal development and ensure accuracy of customer documentation
- Worked closely with the Inside and Outside sales segmentation departments by providing support which to assist in driving performance driven results.
Order Coordinator 1
Cox Communications
02.2011 - 09.2015
- Promotes, sells, and retains commercial business solutions for voice, data, and video
- Ensure order accuracy for installation of project at business sites
- Target customers include small, medium, and large business, educational, government, carrier, and national accounts, as well as other specific market verticals.
Voice Services Manager
West Corporation
06.2000 - 02.2011
- Responsible and accountable for proactively coordinating and managing complex advanced features for clients and service commitments necessary to exceed client expectations by providing single point of contact from receipt of order through delivery
- Facilitate orders to co-workers and answer customer inquiries regarding billing and services.
Education
Associates of General Studies - Business
Metropolitan Community College
Omaha, NE05.2024
Computer Competencies
- Office 365
- Excel
- Microsoft Outlook
- OMS
- ICOMS
- Salesforce
- Quoting Engine
- CRM
- Teams
- Zoom
Professional Expertise
- Customer service
- Peer training
- Data Entry
- Billing/invoice reconciliation
- Acquired product/technical knowledge
- Business to business project management
- Account management
- Relationship building
- Order entry
- Contract/rate research
- Accounts receivable
- Facilitating
- Insurance Quoting
- Subject Matter Expert
- Troubleshooting
Timeline
Customer Service Advocate
MetLife
11.2023 - Current
Circuit Provisioner
Fastwyre Broadband
08.2022 - 08.2023
Policy Services Representative
IAT Insurance Group
11.2021 - 05.2022
Customer Service Representative I
Centene Corporation
11.2020 - 10.2021
Sales Enablement Specialist
RD Industries
07.2020 - 11.2020
Sales Support Specialist
Lincoln Financial Group
08.2019 - 02.2020
Sales Support Coordinator 1
Cox Communications
09.2015 - 05.2017
Order Coordinator 1
Cox Communications
02.2011 - 09.2015
Order Management Specialist II
Cox Communications
02.2011 - 07.2019
Voice Services Manager
West Corporation
06.2000 - 02.2011
Associates of General Studies - Business
Metropolitan Community College
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