Antoinette Henderson

919-***-****

adyrrp@r.postjobfree.com

Charlotte, NC 28214

Objective

Results-driven professional with over 10+years of administrative expertise in strategic program strategies, project planning, budgeting, benefit, and resource allocation. Skilled in program management principles and best practices for large-scale initiatives. Experienced in team management, client engagement, and community treatment planning. Proficient in generating insightful reports, project management, and administrative tasks. Committed to exceptional customer service, fostering positive relationships, and leveraging advanced computer skills. Known for organizational abilities, critical thinking, and collaborative teamwork. Well-versed in training and enablement programs, specializing in outreach efforts for the homeless. Proactive in identifying process improvement opportunities and providing resource coordination guidance. Diligent in maintaining accurate reports and updating outreach logs.

Education

Liverpool High School

Liverpool, New York

High School Diploma

June 2002

Key Skills

Effective Interpersonal Communication Skills

Conflict Resolution/ Problem Solving

Time Management/ Multi-tasking

Customer Service Excellence

Project/Program Management

Problem-solving

Team Collaboration

Product/Legal knowledge proficiency

Analytical Skills

Business Process Improvement

Complex Care Coordination

Customer Relationship Management

Customer Onboarding and Adoption

Account Success Planning

Customer Retention Strategies

Cross-Functional Collaboration

Product and Services Champion

Strategic Customer Partnerships

Microsoft 365

Experience

Monarch

PATH Benefit Specialist

October 2022 – June 2023

●Certified professional with a strong background in facilitating SSI/SSDI, Medicaid Medicare, and veterans' benefits applications. Certified NC SOAR case worker experienced in complex care coordination for clients with co-occurring mental illness and substance use disorders. Skilled in assessing functional impairments impacting vocational supports and proficient in crisis support and de-escalation techniques. Expertise in collecting and summarizing data for medical

●Assisted the Customer Success team in executing customer onboarding journeys using established processes and tools.

●Documented onboarding handovers and acted as an escalation point during the onboarding journey, ensuring smooth customer transitions.

●Utilized usage patterns to identify customer insights and provided guidance to increase customer adoption of XYZ Tech Solutions' products and services.

●Managed customer satisfaction and proactively addressed potential churn risks or triggers.

Conducted strategic business reviews with customers, aligning goals and objectives to demonstrate the value delivered

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● summary reports. Successful track record in case management for the unhoused population. Strong written and verbal communication skills, exceptional interpersonal abilities, and a valuable team player. Proficient in facilitating training deliveries and possesses outstanding communication and representation skills. Thrives in fast-paced, unprecedented enrollment environments, and effectively interacts and influences field professionals and management.

Advance Call Center Technologies (Bank of America - Contract)

Cardholder Customer Service Representative

October 2021- September 2022

●Provided exceptional customer service in a call center environment, ensuring customers' needs regarding products and services were met to the highest standard. Collaborated effectively with the fraud protection services team to address and mitigate potential risks. Consistently exceeded productivity expectations and handled a high daily service volume with efficiency. Demonstrated proficiency in remote work, consistently surpassing role expectations and delivering excellent results.

●Provided expert insights to product management, marketing, and sales teams to drive continuous improvements and innovation based on customer needs.

●Led a cross-functional team to develop a digital transformation strategy for small businesses, leveraging Microsoft 365

●Accuracy and proficiency in entering information into systems.

●The ability to understand customers' needs and concerns while remaining patient and empathetic throughout interactions.

● identifying issues and finding appropriate solutions to address customer queries or complaints

House of Glam Beauty Bar (Self Employed)

License Cosmetologist

April 2019 – Present

●Demonstrated entrepreneurial skills as the sole owner of a small business, offering a comprehensive range of services including hair cutting, shampooing, styling, and nail services. Managed scheduling, billing, and accounting logs to ensure smooth operations and efficient customer service. Implemented eco-friendly practices to promote sustainability and minimize environmental impact. Committed to upholding safety and sanitation standards in accordance with state board regulations, ensuring a clean and hygienic environment for clients.

Agility Logistics

Entry (Import/ Export Air, Ocean & Custom) Broker

September 2015 – April 2018

●Professionally coordinate arrival notices and delivery orders to facilitate smooth logistics operations. Proficiently track and trace shipments across airlines and steamship lines, ensuring timely and accurate delivery. Dispatch freight to trucking companies for domestic and international transportation, prioritizing client needs and providing effective problem-solving solutions. Manage email correspondences and establish strong relationships with brokers. Oversee the shipping of ocean freight, diligently ensuring their safe arrival at designated destinations. Provide accurate quotes and deliver excellent customer service. Optimize the efficiency and effectiveness of the supply chain within the organization, including proper storage and monitoring of product distribution to guarantee accurate and timely transportation of commodities and resources to their intended locations.

Certifications

License Cosmetologist – April 2019

Certified Public Notary – August 221

Notary Leasing Signing Agent – August 2021

BLS/CPR First Aid – November 2022

SSI/SSDI Outreach, Access & Recovery (SOAR) – January 2023

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