La'Shanon Antoine

Improved guest satisfaction by resolving inquiries and complaints promptly, yielding measurable results.

Audited reservation entries and corrected inconsistencies in PMS to prevent overbookings and support reliable room

assignments.

Negotiated cross-departmental workflows for special requests, increasing successful first-

contact resolutions and

strengthening guest confidence.

• Assisted customers with inquiries and resolved issues efficiently.
• Facilitated sales transactions using point-of-sale systems.
• Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.

• Addressed technical customer issues with tailored solutions, achieving high satisfaction through one-call resolutions.
• Processed orders by collecting payment and personal information accurately, ensuring seamless transactions.
• Employed proactive strategies to mitigate dissatisfaction, resolving complaints with empathy and efficiency.
• Leveraged technical expertise to guide customers through software and hardware troubleshooting, enhancing user experience.

• Conducted thorough insurance verifications to ensure accuracy and compliance with policy requirements.
• Collaborated with healthcare providers to obtain necessary patient information for verification processes.
• Utilized electronic health record systems to efficiently manage and retrieve patient data.
• Reviewed insurance policies and benefits, providing clarification to clients regarding coverage details.
• Maintained precise authorization records and status notes to support audits and ensure transparent handoffs between teams,strengthening compliance visibility.Streamlined escalation criteria and response templates to speed decision-making, enhancing provider satisfaction andsustaining continuity of patient care.Analyzed denial patterns and adjusted submission criteria, enabling clearer documentation requirements and producingmeasurable improvements in adjudication quality.Redesigned intake routing logic to prioritize complex cases, accelerating resolution and preserving treatment timeliness whilereducing administrative escalations.Managed daily workload distribution and SLAadherence, ensuring timely follow-up on outstanding requests andmaintaining steady operational performance.Reviewed payer policy updates and updated internal checklists to reduce submission errors, improving authorization accuracy

• Managed inbound customer calls, addressing inquiries and providing product information.
• Utilized CRM software to track customer interactions and maintain accurate records.
• Assisted customers in product selection, promoting upselling opportunities effectively.
• Resolved customer complaints with empathy, ensuring a positive experience and brand loyalty.
• Handled 50+ inbound calls daily, assisting customers with product inquiries and successfully converting calls into sales while delivering excellent service.”

• Engaged customers by providing product information and recommendations to enhance shopping experience.
• Processed prescription orders accurately, ensuring compliance with healthcare regulations and company policies.
• Introduced a prioritized callback system to manage peak volume, reducing customer wait perception and improving follow-through on complex inquiries.Maintained precise case records and escalation notes to ensure consistent handoffs and reduce repeat contact for unresolvedproblems.Resolved escalated account issues through targeted troubleshooting and clear next steps, restoring customer confidence and