Antwan Thomas
Annapolis
Summary
Highly motivated and customer-oriented professional seeking a position for your company. Eager to utilize my strong communication skills, empathy, and proactive problem-solving abilities to provide exceptional service to members and contribute to the success of the team.
Overview
14
14
years of professional experience
Work History
Maximus Customer Service Representatives (CSRs)
Maryland Health Connection
Baltimore
03.2024 - Current
- Assisted customers in navigating health coverage options and enrollment processes.
- Responded to inquiries regarding eligibility and benefits with clear information.
- Processed applications and updates efficiently using online management systems.
- Educated clients on plan details and necessary documentation requirements.
- Collaborated with team members to resolve complex customer issues effectively.
- Maintained accurate records of customer interactions and transactions diligently.
- Provided guidance on policy changes and health care regulations clearly.
- Trained new staff on customer service protocols and system usage effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- assisting residents with health insurance applications, Medicaid enrollment, and marketplace plan comparisons, typically in a fast-paced, high-volume call center environment.
- Updated databases with new and modified customer data.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Accurately log, track, and process customer interactions, inquiries, and complaints in computer systems
- Assisting with filling out applications, uploading required documents, and processing Verification Check Lists (VCLs).
- Guiding users through the Maryland Health Connection website to compare plans, check for tax credits, and manage their accounts.
- Adhere to HIPAA privacy rules and meet key performance metrics, such as call quality and productivity standards.
SUPERVISOR
Home Depot
Annapolis
06.2021 - 04.2024
- Trained new employees on company policies, procedures and work ethics.
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
- Delegated tasks to team members according to individual strengths.
- Worked closely with upper management to develop strategies for improving operational efficiency within the department.
- Oversaw the training of new employees on job responsibilities and expectations.
- Ensured that safety protocols were followed at all times by all staff members.
- Motivated employees to reach highest professional potential.
- Answered customer questions and made product recommendations according to needs.
- Initiated creative solutions to resolve customer complaints and issues.
- Resolved conflicts between team members and departments.
- Developed and implemented performance objectives for all subordinate personnel in order to achieve organizational goals.
- Canceled orders based on customer requests, inventory or delivery problems.
- Created or maintained database of customer accounts.
CITY CARRIER
United States Postal Service
Severna Park
05.2015 - 06.2020
- Responded to inbound customer calls reporting fraud, identity theft, and security issues, ensuring timely resolution and customer satisfaction.
- Conducted thorough investigations into fraud claims, analyzing account activity and determining liability.
- Verified flagged transactions, authenticated callers, and documented activities.
- Made outbound calls to customers to verify account activity and gather additional information for fraud investigations.
- Collaborated with team members and management to actively manage and escalate risk and customer-impacting issues.
- Performed daily vehicle maintenance such as checking fluid levels, tire pressure.
- Displayed excellent communication skills when interacting with customers both orally and written.
- Ensured compliance with USPS policies regarding mail sorting methods and delivery schedules.
- Adapted well under pressure while performing duties within tight deadlines set by management.
- Exhibited flexibility when responding quickly to changes in work assignments or priorities.
- Developed strong working relationships with co-workers and supervisors for successful team performance.
- Utilized effective problem-solving techniques to resolve customer complaints.
- Interacted professionally with customers to answer questions or provide information on postal services.
- Exercised sound judgment in assessing customer service needs.
- Delivered friendly customer service by providing helpful solutions to difficult problems.
- Handled incoming and outgoing mail and packages with efficiency, accuracy, and safety.
- Assisted in training new employees on postal service regulations and operational procedures.
- Processed payments from customers for postage fees or additional services rendered.
- Handled incoming customer complaints in a professional and courteous manner.
- Provided customers with change of address cards and other forms.
- Held mail for customers who were away from delivery locations.
- Ensured customer privacy by securely delivering mail and packages to the correct address.
- Completed loading and unloading of mail trucks with hundreds of parcels safely and securely.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Provided telephone assistance to members and providers, addressing inquiries related to benefits, eligibility, services, prior authorization requirements, and extra benefits programs.
- Ensured excellent caller experience through attentive and informative communication.
- Met and exceeded performance standards, attendance requirements, and call quality goals.
Customer Service Representative
The Arc of Central Chesapeake Region
Annapolis
03.2012 - 05.2015
- Assisted clients with inquiries and provided information about services offered.
- Resolved customer complaints and ensured satisfaction through effective communication.
- Maintained accurate records of client interactions and service requests in database.
- Educated clients about resources and programs available through the organization.
- Conducted follow-up calls to ensure ongoing support for client needs and concerns.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
Education
ASSOCIATE IN ARTS (A.A.) - TRANSFER STUDIES
Howard Community College
Howard CountyASSOCIATE IN ARTS (A.A.) - TRANSFER STUDIES
Anne Arundel Community College
Annapolis, MDSkills
- Problem Solving
- Decision-Making
- Call center
- Customer Support
- Employee Training
- Knowledge Article
- Health coverage knowledge
- Application processing
- Online management systems
- Policy adherence
- Claims resolution
- Conflict resolution
- Retail/Merchant Support
- Excellent oral and written communication skills
- Strong customer service skills
- Proficient in navigating computer systems and utilizing relevant software
- Ability to work both independently and collaboratively in a fast-paced environment
References
References available upon request
Timeline
Maximus Customer Service Representatives (CSRs)
Maryland Health Connection
03.2024 - Current
SUPERVISOR
Home Depot
06.2021 - 04.2024
CITY CARRIER
United States Postal Service
05.2015 - 06.2020
Customer Service Representative
The Arc of Central Chesapeake Region
03.2012 - 05.2015
ASSOCIATE IN ARTS (A.A.) - TRANSFER STUDIES
Howard Community College
ASSOCIATE IN ARTS (A.A.) - TRANSFER STUDIES
Anne Arundel Community College