Antoinette T. Cole

Email: ad45ol@r.postjobfree.com

Phone: 813-***-****

Professional Summary

8+ years of professional customer service, call center, and client servicing experience

Former government employee who delivers excellent communication skills, a disciplined work ethic, and influential speaking skills

Capable of handling 75-90+ calls per day in a high-volume call center environment

Delivers extensive inbound and outbound customer service background

Customer service liaison to the sales team for order production related questions and concerns that are involved in the order/shipping and completion process

Proficient using Microsoft Office Suite

Excellent verbal and written communication skills

Saint Leo University, Associate Degree, Business Management

Professional Experience

ALORICA – 5161 California Ave, Irvine, CA 92617, USA August 2017 – Present

Customer Service Representative, Work At Home Call Center – 866-***-****

Human Resources – email: ad45ol@r.postjobfree.com

Handles various incoming and outgoing focused phone calls for various projects hired on

Resolves customer questions, complaints and inquires in a professional helpful manner

Connects with existing and potential customers and aims to resolve inquiries related to

receivables management

Utilizes computer system to verify and document customer requests

Communicates to customers over the phone to resolve their questions and concerns

Maintains and updates customer information as necessary

Calmly attempts to resolve and de-escalate any issues

Escalates calls to supervisor when necessary and appropriate

APPLEONE Employment Services – 1450 Frazee Rd #225 December 2019 – January 2020

Administrative Support Specialist, San Diego, CA 92108 – 619-***-****

Staffing Associate – Ronald Kao – email: ad45ol@r.postjobfree.com

Front Desk/Reception – Party Staffing, Inc., San Diego, CA 92108 (1 day assignment)

Convention Registration Assistant – National Association of EMS Physicians, San Diego, CA 92101 (3 day assignment)

H2INSIGHT, Inc. – 5455 W Waters Ave, #200 August 2017 – August 2019

Clients Relations Specialist, Tampa, FL 33634 – 813-***-****

Supervisor – Lori Ermatinger – email: ad45ol@r.postjobfree.com

Assisted in the builder’s department with client relations request for builder’s customer surveys to be corrected, edited, resent

Handled inbound calls to discuss builder accounts

Assisted with data merges on a monthly basis to ensure data systems are maintained and are accurate for builders’ relations

Continued to develop strong and trusted relationships with builders’ clients through timely and accurate communications

Received and prepare monthly builder/homeowner data from builder clients for the data import team

Managed and resolve high volume of daily emails from builder clients to ensure excellent customer care satisfaction

Resolved builder client survey issues in an accurate and timely manner due to time sensitive surveys that must be sent/resent and completed by builder clients/homeowners.

Maintained and update survey documents related to builder accounts and business reports.

Assisted in builders dept where needed

Bic Graphic – 14421 Myerlake Cir August 2015 – August 2017

Customer Service Representative, Clearwater, FL 33760 727-***-****

Supervisor – Angela Ferrara – email: ad45ol@r.postjobfree.com Or Lisa Lantrip – ad45ol@r.postjobfree.com

Provided customer service in call-center environment, 70 – 100 incoming/outgoing daily from distributors, external vendors

Answer questions related to Bic Graphic products and services while maintaining productivity standards and performance guidelines where acceptable

Work with oracle programs for order entry and customer service order flow and follow up

Contact other operational departments to research and resolve ship order issues and claims related issues to meet deadlines and respond to distributors within performance agreement standards and guidelines

Maintain accurate and complete documentation of all inquiries and order tracking to continuously improve the customer service process and reduce potential production and ship date concerns

Identify and escalate in a prudent manner, concerns received from distributors and/or clients so that corrective action can be pursued and expedited to take care of their needs

Customer service liaison to the sales team for order production related questions and concerns that are involved in the order/shipping and completion process

Customer Service Representative (contract) with SNI Companies March 2015 – June 2015

Staffing Now Companies – 4350 W Cypress St, Ste 200, Tampa, FL 33607 813-***-****

POC – Christine Sparks – email: ad45ol@r.postjobfree.com

Provided customer service in call-center environment for Workman Comp claimants

Received new referrals as they were received for both doctor and dental files quickly and efficiently, entering referrals into SMILES software database.

Ensured all pertinent information was taken accurately and professionally while using Microsoft office applications to ensure minimal errors.

Assisted with document management with all new and existing referrals.

Answered and triaged incoming calls to the appropriate departments.

Assisted staffing department with new patient paperwork and information entered into the SMILES database.

Consistently demonstrated a positive attitude, dependability and an overall commitment to excellence as a team player.

Assisted in special projects/assignments when needed.

Express Scripts Inc., - 13051 N Telecom Pkwy – Temple Terrace, FL 33637 October 2014 – February 2015

Benefit Coverage Review Representative, Tampa, FL – 813-***-****

Human Resources Recruiter – Wanda Beckam – email: ad45ol@r.postjobfree.com

Provided customer service in call-center environment; 20-30 incoming/outgoing daily calls from members, medical doctors’ offices, pharmacy stores/departments, and external vendors

Assisted members with pharmacy benefit information by aiding with prior authorizations for medications and prescription drugs through electronic data systems

Researched administrative benefit reviews for prescription drugs not covered by plans

Performed and initiated benefit coverage reviews for express scripts members informing

Clients of outcome of denial or approval of benefit coverage that required administrative detail and precise research to give member or medical doctor office the correct information for correct outcome of decision made for each case build

Entered member’s information into the c360 database system for each specific case build ensuring details and multi-tasking skills were precise and accurate in all case builds

Multi-tasked between various software systems to ensure correct information was researched and discussed while call was performed. Made notes in both systems while caller was online, ensuring all note taking was accurate and clear

Assisted in special projects/assignments when needed

EQ Health Solutions – 5431 E Beaumont Center Blvd June 2014 – August 2014

Member Services Representative, Tampa, FL 33634

Supervisor – Tamika Reeves 813-***-**** or 800-***-****

Provided customer service in call-center environment; 75 – 100 incoming/outgoing daily calls

Assisted members by providing healthcare plan information – answered questions about Managed Care benefit information, products and services for Simply/Better Healthcare Plans

Performed Welcome Calls to existing Florida State Medicaid members ensuring benefit information is given in a clear and precise manner.

Entered member’s information into the MACEES database system for personal information Updates and changes requested information to be made by Medicaid members.

Multi-tasked between various software systems to ensure correct information was researched and discussed while call was performed.

Assisted in special projects/assignments when needed

Tampa Housing Authority – 5301 W Cypress St October 2011 – October 2013

Property Associate, Tampa, FL 33607 – 813-***-****

Supervisor – Angel Rivera – ad45ol@r.postjobfree.com

Conducted annual recertification interview process with Public Housing residents daily

Maintained resident recertification processed paperwork in a file room format and scanned electronic file formats.

Identified and contacted public housing applicants on waiting list - eligible for vacant units

Provided administrative support assistance and clerical support to property manager and assistant property manager in the day-to-day operation of assigned units on public housing properties.

Generated maintenance work orders requesting repairs in residents’ units

Performed monthly housing inspections to ensure residents met housekeeping standards for public housing.

On call after hours emergency duty for public housing residents when needed

NAVFAC Southeast Naval Air Station – Travel Dept – Box 30, Bldg 902, NAS JAX April 2009 – September 2009

Management Assistant, Jacksonville, FL 32212

Supervisor – Claudia Hart – 904-***-**** ex 2125

Provided NAVFAC Engineering Command support for engineer’s frequent travel itineraries’

Reviewed/performed routine travel request using the Dept of Navy Defense Travel System (DTS). Suggested mode of transportation, lodging reservations to frequent travelers.

Communicated daily with employees regarding discrepancies in travel authorizations and claims. Provided daily DTS assistance to users within the NAVFAC Command

Assisted customers with DTS self-registration, DTS travel credit card online training.

Approximately 30 – 50 incoming/outbound calls daily

Fleet & Family Support Center – 7928 14th St, Ste 209 June 2005 – August 2008

Administrative Support Assistant, Norfolk VA 23505

Supervisor – Karen Murphy 757-***-****

Coordinated the ordering and receiving of all Fleet & Family Support Centers (FFSC) supplies, materials and equipment.

Initiated preparation and submission of Government Furnishings Equipment (GFE) requisition forms to the appropriate processing centers for supplies needed.

Initiated purchasing acquisition research using DOD E-Mall online ordering

Assisted with office refurnishing/equipment projects to ensure projects were complete from start to finish. Inspected new cubicles and office furnishings to ensure proper installation before payment was rendered.

Assisted where other projects and daily performance was needed.

Computer Skills

Microsoft Excel, Word, PowerPoint, Outlook

Type 55 words per minute

Oracle Programs

Education

Saint Leo University, Associate Degree, Business Management December 2006

San Diego State University, Extended Studies, Contract Management Certification June 2011

Saint Leo University, Degree Seeking Student, approximately 120-hour credits earned.

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