Customer Service Call Center

Antwaun Carter - page *

Antwaun Carter

Washington, District of Columbia, United States

**********@*****.***

Summary

Interested in securing a position with a reputable company where there is room for growth opportunities in the customer service, hospitality, finance, administrative and management field. I am 100% open for remote positions

Experience

Customer Service and Loan Support Specialist

PNC

Feb 2020 - Present (2 years 3 months +)

Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point. Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being. Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners. Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served. Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions. Documents customer interactions and completes service requests to minimize customer effort or additional action.

Manager

Foxtrot

Jan 2021 - Feb 2022 (1 year 2 months)

Ensure an atmosphere of welcoming hospitality and top notch customer service to all guests. Oversee hiring, training, and promoting of new store employees. Coaching and retraining of existing employees as needed. Schedule writing and maintenance. Store level labor management. Create and foster a positive and engaging workplace. Oversee and ensure optimal operations & execution in-store and online delivery service. Oversee relationship between store staff and delivery team. Manage cash handling including deposits and change. Oversee ordering of product and vendor Antwaun Carter - page 2

management for store. Ensure product displays are properly merchandised, labeled, and rotated. Manage ordering and maintenance of store’s non-merchandise and packaging. Conduct regular inventory counts. Institute and manage inventory best practices. Warehouse Specialist

M & M APPLIANCE

Jan 2019 - Jan 2021 (2 years 1 month)

Manage a highly effective team of employees while ensuring warehousing compliance with establish internal control procedures to maintain inventory accuracy. Perform raw material sampling, inventory counts, HAZMAT shipments. Conduct quality control at HAZMAT storage facility; process any corrections on errors as well. Attend OSHA regulate safety certification classes. Coordinate proper metering of outbound packages shipping via commercial logistics companies to ensure proper destination and company billing. Manage a highly effective team of employees while ensuring warehousing compliance with establish internal control procedures to maintain inventory accuracy. Work in compliance with FDA, DEA, and GMP regulations TSA certify Perform stock rotations per first in, first out (FIFO) guidelines. Stock warehouse shelves using FIFO rotation to insure product quality and expiration dates are valid. Follow health and safety regulations according to FDA regulations (CGMP).

Barista

Hamilton Hotel Washington, D.C.

Aug 2017 - Feb 2019 (1 year 7 months)

Promotes coffee consumption by educating customers; selling coffee and coffee grinding and brewing equipment, accessories, and supplies; preparing and serving a variety of coffee drinks, along with pastries and cookies. Welcomes customers by determining their coffee interests and needs. Educates customers by presenting and explaining the coffee drink menu; answering questions. Sells coffees and coffee grinding and brewing equipment by explaining differences in coffee beans and coffee preparation machines; demonstrating how brewing equipment operates. Prepares and sells coffee drinks by following prescribed recipes and preparation techniques for coffee drinks, such as, espresso, espresso lungo, caffe latte, and cappuccino. Generates revenues by attracting new customers; defining new and expanded services and products. Maintains inventories by replenishing coffee bean supply; stocking coffee brewing equipment; maintaining supplies, pastries, and cookies for coffee bar. Keeps equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs. Maintains safe and healthy work environment by following organization standards and sanitation regulations. Improves quality results by studying, evaluating, and re-designing processes; implementing changes; maintaining and improving the appearance of Antwaun Carter - page 3

the store and coffee bar. Updates job knowledge by participating in educational opportunities; reading coffee, retail trade, and food service publications; maintaining personal networks. Enhances coffee shop reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Customer Service Team Manager

Access Worldwide Communications, Inc.

Mar 2014 - Aug 2017 (3 years 6 months)

Hire, onboard and train call center personnel. Coach call center staff through challenging customer service issues. Analyze call center data and prepare reports for upper management. Evaluate staff effectiveness and performance annually or on an at-need basis. Lead team meetings and give presentations to executives. Prepare work schedules to ensure sufficient coverage. Create personnel and supply budgets for approval. Deliver on key call center KPI’s to drive overall call center performance. Develop strategies to assist the call center and employees in providing high levels of customer service. Proactively provide suggestions for improving call center capabilities to enhance service delivery. Provide a supportive, positive work environment that fosters teamwork.

Shift Manager

Starbucks

Feb 2012 - Mar 2014 (2 years 2 months)

Balancing cash registers and making deposits. Ordering supplies and assisting with unloading truck deliveries. Training and onboarding new associatesEnsuring food safety procedures are being followed at all times. Working to address associate and customer concerns as they arise. Cashier

Whole Foods Market

Feb 2010 - Mar 2010 (2 months)

Checks out customer groceries efficiently and accurately. Upholds government regulations concerning sale of alcoholic beverages and taxation. Follows proper check, ATM, and credit procedures. Uses proper tares procedures when ringing up scalable items. Cleans and stocks Front End areas, including own register – changing tapes and ribbon as necessary. Follows all cash handling procedures – meeting and exceeding regional cashier variance policy. May assist with training of new Cashier and Courtesy Team Members. Assists supervisor in controlling customer flow and backed up lines – helping reduce customer waiting time. Proactively participates in Regional Front End programs as directed by leadership. Arrives to work station on time, appropriately groomed, dressed and ready to work; works all scheduled shifts and attends required Antwaun Carter - page 4

trainings and meetings. Provides excellent customer service, addresses needs of customers in a timely and effective manner and models suggestive selling techniques; answers phones and pages promptly and courteously. Maximizes sales potential through effective and proper procedures for prepping, storing, rotating, stocking, and merchandising product. Follows and complies, or ensures compliance, with established procedures, including Weights and Measures, health and sanitation, and safe work practices. Maintains, or ensures maintenance of, a clean and sanitary working and shopping environment; maintains equipment in accordance with WFM cleanliness and safety standards. Performs opening, mid, and closing duties as assigned; ensures accuracy of signs and pricing. Immediately reports safety hazards and violations. Performs other duties as assigned by store, regional, or national leadership.

Education

Montgomery College

Buisness Administration

2009 - 2012

Skills

Data Entry • Office Administration • Team Management • Customer Service • Document Management

• Payroll • Slack • Data Analysis • Sales Management

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