Summary
Overview
Work History
Education
Skills
Timeline
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Antoinette Ivory

Atlanta,United States

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

Proficient in customer service best practices and related options.

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

Middleby Residential
Atlanta, GA
08.2020 - Current
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.

Quality Analyst

Johnson Control
Toledo, OH
07.2011 - 08.2020
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs increased sales by 10%.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Addressed non-conformance issues, pausing production to correct errors.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Implemented test scripts and recorded results.

Education

High School Diploma -

Rogers High School
Toledo, OH
06.2011

Skills

  • Customer Data Confidentiality
  • Energy Conservation
  • Inputting Claims
  • Call Documentation
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality

Timeline

Customer Service Specialist

Middleby Residential
08.2020 - Current

Quality Analyst

Johnson Control
07.2011 - 08.2020

High School Diploma -

Rogers High School

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Antoinette Ivory