Angela Antwi

240-***-**** ad3s3k@r.postjobfree.com Arlington, VA 22206

SUMMARY

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Also, Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

SKILLS

Courteous with Strong Service Mindset

Responding to Difficult Customers

Creative Problem Solving

Translation and Interpretation Services

Customer Data Confidentiality

Understanding Customer Needs

Data Entry and Maintenance

Multitasking and Prioritization

Upbeat and Positive Personality

Customer Retention Strategies

Customer Account Management

Building Customer Trust and Loyalty

Establishing and Maintaining Customer Relationships

Medical Records Management

Electronic Recordkeeping

Observation Documentation

Nutrition and Diet

Caregiver Relations

Medication Administration

Basic Life Support

Laboratory Testing

Patient Care Quality

EXPERIENCE

Customer Service Agent, Alclear LLC, September 2022-Current

Arlington Va, VA

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Educated customers on special pricing opportunities and company offerings.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Customer Service Representative, Walmart, January 2019-September 2022

Alexandria Va, VA

Answered inbound calls, chats and emails to facilitate customer service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Improved customer service wait times to mitigate complaints.

Mentored new employees on procedures and policies to maximize team performance.

Used proven techniques to de-escalate angry customers during telephone interactions.

Nurse Technician, Mount Vernon Hospital, February 2021-June 2022

Alexandria, VA

Took patients' blood pressure, temperature and pulse and documented height and weight.

Documented information in patient charts and communicated status updates to interdisciplinary care team.

Engaged with patient family and friends to provide courteous visit experience.

Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.

Documented patient intake and dietary requirements and aided with feeding and monitoring.

Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.

Monitored medications and reviewed lab results.

Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.

EDUCATION AND TRAINING

Some College (No Degree)

Criminal Justice, Prince George's Community College, Upper Marlboro MD

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