Kendra Antonini
Allendale,MI
Summary
Proven in elevating customer service standards at Visual Workplace Inc.. I excel in CRM software and complaint handling, showcasing exceptional attention to detail and teamwork. My background includes transforming customer challenges into loyalty opportunities, and achieving notable client satisfaction improvements. I am very skilled with logistical issues and resolving issues in a timely manner.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
Visual Workplace Inc.
06.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Tracked orders and notified customers of status or potential delays.
- Handled logistical issues, delays and getting orders re-routed to the correct address.
Assistant Manager
Zoup!
01.2021 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Assistant Manager
Qdoba
08.2020 - 01.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Live-Out Nanny
Self-employeed
08.2016 - 08.2020
- Performed light housekeeping duties relevant to childcare areas ensuring cleanliness and safety standards were maintained consistently.
- Resolved conflicts between siblings or peers by employing effective problem-solving techniques promoting harmonious relationships.
- Assisted in potty training efforts for toddlers while maintaining a patient and supportive approach.
- Cultivated strong relationships with parents, ensuring open communication regarding their child''s progress and needs.
- Managed daily schedules for children, including meals, playtime, homework assistance, and bedtime routines.
- Provided consistent discipline according to parental guidelines while respecting individual child''s needs.
- Fostered a safe and nurturing environment for children to thrive physically, emotionally, and mentally.
- Implemented creative learning opportunities to enhance cognitive growth through arts and crafts projects.
- Transported children safely to school events, doctor appointments, extracurricular activities using proper car seat protocols.
- Encouraged physical activity through outdoor playtime, sports participation, and structured exercise routines.
Daycare Teacher
Adventures Learning Centers
08.2015 - 08.2016
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
- Oversaw daily transitions between various activities such as snack time, outdoor playtime, naptime ensuring smooth operation of daily schedule.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
Customer Service Representative
Advantage Sales And Marketing
07.2014 - 08.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Volleyball Referee
Impact Dynamic Volleyball
01.2009 - 04.2013
- Contributed to a positive sporting atmosphere by interacting respectfully with players, coaches, and spectators.
- Maintained up-to-date knowledge of volleyball rules and regulations through continuous professional development opportunities.
- Enhanced game fairness by accurately interpreting and enforcing volleyball rules and regulations.
- Facilitated smooth transitions between sets by quickly resetting the court layout according to regulation requirements while maintaining an accurate score count throughout each set played.
- Managed game flow efficiently by making quick decisions on rule violations and infractions.
- Conducted pre-game meetings with team captains, outlining expectations for match conduct and clarifying any rule questions.
Education
Esthetician License - Esthiology
Douglas J. Aveda
Grand Rapids12.2020
High School Diploma -
Grandville High School
Grandville, MI03.2013
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Customer Response
- Appointment Scheduling
- Payment Processing
- Customer service excellence
- Attention to Detail
Timeline
Customer Support Specialist
Visual Workplace Inc.
06.2023 - Current
Assistant Manager
Zoup!
01.2021 - 07.2023
Assistant Manager
Qdoba
08.2020 - 01.2021
Live-Out Nanny
Self-employeed
08.2016 - 08.2020
Daycare Teacher
Adventures Learning Centers
08.2015 - 08.2016
Customer Service Representative
Advantage Sales And Marketing
07.2014 - 08.2015
Volleyball Referee
Impact Dynamic Volleyball
01.2009 - 04.2013
Esthetician License - Esthiology
Douglas J. Aveda
High School Diploma -
Grandville High School
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