Administrative Specialist and Customer Service Pro

Antoinette Ivey

**.******@*******.*** 919-***-**** Durham, NC

SUMMARY

Experienced professional with 15 years in customer service, 5 years of remote work, administrative roles, seeking an Admin Specialist position. Proven track record in managing high-volume communications, resolving customer inquiries, and maintaining detailed records using CRM software. Skilled in Microsoft Office, data entry, and problem-solving, with a strong focus on professionalism and attention to detail.

WORK EXPERIENCE

Aarons LLC Sales Manager 6-1-2026 - Present

Assisting with day to day sales

Inventory checks

Cash deposits

Meeting sales goals

Managing a team of 2 or more

D&k Cleaning solutions February 2025-Present

RDU Airport Customer service associate September 2025-December 2025 Fidelity Investments Durham, NC Financial Customer Associate Aug 2022 - Aug 2024 • Managed a high volume of customer inquiries via calls, emails, and chat, providing timely and professional resolutions to account-related issues.

• Assisted clients with technical support for online banking, including account setup, login issues, and password resets, ensuring smooth access to digital services.

• Educated customers on financial products and services to align solutions with their specific needs while maintaining adherence to security protocols.

• Collaborated with cross-functional teams to enhance the customer experience and maintained detailed interaction records using CRM software for analysis and reference. MLS Electric

February 2024-March 2024

Duke University Health System

Communication CTR Operator Nov 2018 - Feb 2022 • Managed and processed over 200 calls daily, including inbound and outbound communications for doctors, patients, and on-call providers, ensuring efficient connectivity and information relay.

• Facilitated scheduling of doctor appointments and processed patient health information (PHI), maintaining adherence to confidentiality standards and enhancing patient-provider interactions.

• Provided comprehensive support and information to university students, staff, and the public, leveraging various resources such as on-call schedules and physician rotations. C&D Squeaky Clean Cleaning Services

Customer Service Sep 2017 - Nov 2018 • Ensured quality control by inspecting and verifying the completion and correctness of tasks performed by team members.

• Maintained cleanliness standards by efficiently managing waste removal and performing routine cleaning of restrooms and mirrors.

Duke University Health Systems

Customer Service Representative Jul 2017 - Sep 2017 • Managed the issuance of parking decals and passes while efficiently processing payments and maintaining organized records.

• Facilitated communication by handling phone inquiries and coordinating with students and staff regarding parking-related matters.

Blue Cross and Blue Shield of NC

Customer Service Representative/Call Center Nov 2016 - May 2017 • Handled inbound and outbound calls to effectively communicate and clarify insurance benefit information to members.

• Assisted members by reviewing and explaining claims and benefits to ensure a clear understanding of their insurance coverage.

Almac Pharmaceuticals

Production Operative May 2016 - Aug 2016 • Inspected pharmaceutical products and packaging to ensure integrity and accuracy, verifying the proper labeling and condition of vials, bottles, and packages prior to shipment.

• Managed documentation processes, including the verification of paperwork and ensuring the correct labeling and packaging of pharmaceutical products for distribution. Recall Corporation

Document Preparation Clerk May 2015 - Apr 2016 • Processed and prepared sensitive documents for scanning, ensuring adherence to production procedures and quality standards.

• Collaborated with the COVID-Vaccine Scheduling team, contributing to expedited document processing and achieving record efficiency.

• Received multiple recognitions, including World-Class Call Recognition and Best Customer Service Award, and increased sales by 20% within one month. Sears

Customer Service Associate Nov 2013 - Jul 2015 • Provided excellent customer service by greeting customers, assisting with their needs, and performing suggestive selling techniques to enhance sales.

• Executed accurate transaction processing and cash handling, ensuring correct pricing and maintaining precise sales, cash, and inventory records.

• Managed administrative tasks including recording employee work hours and efficiently handling incoming calls and internal transfers.

Duke University

Student Supervisor Feb 2012 - Apr 2015 • Managed daily financial operations, including counting the safe, making deposits, and opening and closing the store.

• Supervised student employees to ensure efficient store operations and provided customer assistance as needed.

Professional Recovery

Collector, Inbound Call Center/Team Lead Mar 2010 - Sep 2011 • Notified customers of delinquent accounts via mail and phone, soliciting payment and maintaining detailed records of financial statuses and collection efforts.

• Monitored overdue accounts utilizing automated systems, managed correspondence, and performed clerical duties including report writing. Center Of Employment Training

Office Assistant Apr 2007 - Jun 2009 • Facilitated communication by responding to inquiries, providing information, and addressing complaints for customers and employees.

• Managed administrative tasks including answering phones, directing calls, taking messages, and organizing records of office activities and transactions. EDUCATION

Phoenix College

Medical records, Medical records

Phoenix, AZ Dec 2017

CET

Business Office Technology, Business Office

Technology

Durham, NC Jan 2008

C.I.S Academy Durham, NC Dec 2002

CERTIFICATIONS

EPA Universal Certification

HVAC Certification

SKILLS

Cisco Finesse • Problem Solving • Proficient in the Use of Microsoft Word, Excel, PowerPoint • Steady Pace • Team Work • Team Oriented • Communication • Skills: Organization • Time Management • Microsoft Office Proficiency • Data Entry • Attention to Detail • Customer Service • Multitasking • Confidentiality

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