Antwanette Ford
Wilkes-Barre
Summary
To obtain a position that will utilize my skills, abilities and experience to contribute to the company's success. Authorized to work in the US for any employer, Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level with-in FEMA . Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Loan Consultant
Lendmark Financial Services
05.2022 - Current
- Assisted clients in securing loans by providing personalized guidance and identifying suitable products.
- Customer service Collect payments Process loans Up selling
- Enhanced customer satisfaction rates with timely responses to inquiries and thorough explanations of loan processes.
- Collaborated with team members to develop strategies for meeting sales targets consistently.
- Increased client retention rates by offering exceptional service and fostering strong relationships.
- Optimized the use of CRM tools for efficient tracking of client interactions and loan pipeline management.
- Evaluated economic trends and market conditions to accurately forecast future lending opportunities effectively.
Customer Service Representative
C3i Solutions An HCL Technologies
12.2021 - 06.2022
- Assist Field Sales Representatives by troubleshooting, resetting password, assist setting up iPads, iPhones and laptops
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
CSR II
MAXIMUS FEDERAL SERVICE
11.2020 - 11.2021
- Answer appellant question or provide information regarding their Marketplace Appeal
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
CSR - Customer Service Representative II
The Panther Group
05.2020 - 11.2020
- Answer calls and assist appellants about the Appeals regarding their Marketplace Coverage
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Aviation Technologies Inc
07.2019 - 05.2020
- Answer two way radio
- Bill customers and major airlines
- Data Entry
- Order catering and car rental for passengers
- Confirm reservations
- Process fuel orders
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Service Excellence Analyst
Lord and Taylor
02.2016 - 07.2018
- Summit and process refunds, customer service, processing price adjustments, locating list packages
- Improved operational efficiency by analyzing and optimizing technology processes.
- Enhanced system performance with thorough data analysis and identification of areas for improvement.
- Managed relationships with vendors and suppliers, ensuring cost-effective procurement of hardware, software, and services.
Customer Service Manager
Walmart
07.2015 - 08.2017
- Oversee front end of store
- Handle Custer complaints
- Balance cash draw
- Process money transfers, process bill payments.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Sales Lead
The Children Place
12.2013 - 03.2015
- Open and close store, make deposits, handle day operations of store, customer service.
- Boosted sales performance by implementing strategic sales plans and effective team management.
- Enhanced client relationships through consistent communication and personalized solutions.
- Trained, coached, and mentored new sales associates for maximum performance.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Increased sales and customer satisfaction through personalized servicing.
- Handled cash register operations and customer transactions to process payments.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Monitored sales team performance and provided constructive feedback.
Office Associate
Sears
07.2013 - 03.2015
- Order money, count down deposits balance safe and registers, attendance and payroll, New hire paperwork
- Improved office efficiency by streamlining administrative processes and implementing time-saving strategies.
- Managed communication channels for better collaboration, resulting in a more cohesive team environment.
- Handled sensitive information with discretion, ensuring confidentiality and maintaining trust within the office.
- Assisted in the training of new hires, helping them quickly acclimate to their roles and responsibilities.
- Coordinated schedules for staff members, resulting in improved time management and increased productivity.
- Interacted with customers by phone, email, or in-person to provide information.
- Responded to inquiries from callers seeking information.
- Provided clerical support, addressing routine, and special requirements.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Organized, stored and retrieved files to enhance daily operations and support customer needs.
- Processed payments and documented account changes for financial accuracy and transparency.
- Kept business, customer and financial records current and accurate to stay on top of changing information and avoid lost data.
Education
Bachelor of Science - Business
Pennsylvania State University
Penn, PA12.2024
Associate of Applied Science - Science in Business Management
Luzerne County Community College
05.2022
Skills
- Microsoft Office
- Data Entry
- Management
- Powerpoint
- Database
- Customer Service
- Customer Support
- Customer Care
- Call Center
- CSR
- Microsoft Outlook
- Order Entry
- Upselling
- Computer literacy
- Typing
- Phone Etiquette
- Communication Skills
- Administrative Experience
- Clerical Experience
- Office Management
- QuickBooks
- Computer skills
- QuickBooks (1 year)
- Certifications and Licenses
- Cash Handling
- Loan Evaluations
- Financial Analysis Aptitude
- Sales Expertise
- Customer Retention
- Loan Applications
- Loan Product Promotion
- Payoff Planning
- 10-Key Data Entry
Timeline
Loan Consultant
Lendmark Financial Services
05.2022 - Current
Customer Service Representative
C3i Solutions An HCL Technologies
12.2021 - 06.2022
CSR II
MAXIMUS FEDERAL SERVICE
11.2020 - 11.2021
CSR - Customer Service Representative II
The Panther Group
05.2020 - 11.2020
Customer Service Representative
Aviation Technologies Inc
07.2019 - 05.2020
Service Excellence Analyst
Lord and Taylor
02.2016 - 07.2018
Customer Service Manager
Walmart
07.2015 - 08.2017
Sales Lead
The Children Place
12.2013 - 03.2015
Office Associate
Sears
07.2013 - 03.2015
Bachelor of Science - Business
Pennsylvania State University
Associate of Applied Science - Science in Business Management
Luzerne County Community College
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