Summary
Overview
Work History
Education
Skills
Timeline
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Destynie Antoine

Alexandria

Summary

Dynamic customer support professional with a proven track record at iQor, excelling in problem-solving and effective communication. Adept at enhancing customer satisfaction and training new staff, I leverage my technical skills in CRM software to drive service excellence and foster collaboration within teams. Committed to delivering results in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Customer Support Agent

iQor
Houston
04.2021 - Current
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  • Collaborate with other call center professionals to improve customer service
  • Help to train new employees and inform them about the company’s customer management policies
  • Provided feedback on ways to improve the quality of service provided.
  • Generated reports detailing daily activities including number of calls received and resolved.
  • Demonstrated excellent problem-solving skills when dealing with difficult customers.
  • Maintained accurate records of customer interactions and transactions.
  • Tracked inventory levels and placed orders for replenishment as needed.
  • Processed orders accurately and efficiently within established timelines.
  • Assisted customers in navigating website content for online purchases or inquiries.
  • Investigated customer issues and escalated complex problems when necessary.
  • Explained features, benefits, warranties, guarantees, return policies.
  • Developed strategies for increasing customer satisfaction levels.
  • Responded promptly to customer complaints and concerns.
  • Answered customer inquiries in person, by telephone, and via email.
  • Performed data entry tasks such as entering new account information into databases.
  • Followed up with customers to ensure their satisfaction with products or services provided.
  • Identified opportunities for process improvement within the customer service department.
  • Suggested potential upgrades or additional products based on individual needs assessment.
  • Trained new employees on best practices for providing excellent customer service.
  • Provided technical support to customers regarding product use and troubleshooting.
  • Resolved billing disputes with customers in a timely manner.
  • Collaborated with other departments to resolve customer issues quickly and effectively.

Security Badging Officer

Allied Universal Services
Houston
05.2020 - 04.2021
  • Promoting safety to prevent accidents
  • Complying with all client and company policies and procedures
  • Regulating and directing traffic, as necessary
  • Completes daily and special reports by recording observations and information
  • Contributes to team effort by accomplishing related results
  • Deter safety and security threats by maintaining visibility
  • Being alert to observe, correct, and report safety and security hazards
  • Comply with all specific post instructions
  • Assist in securing premises and personnel by patrolling property, monitoring surveillance equipment, inspecting buildings, equipment, access points, etc.
  • Effectively interact with a variety of persons including clients, visitors, public safety officials, employees, and the general public
  • Responding to alarm signals (fire, medical emergency, inclement weather, safety / security threats, etc.)
  • Providing effective access and exit controls according to post instructions

Scaffolding

Apache Industrial Service
Beaumont
10.2019 - 05.2020
  • Fixing guard rails and safety netting
  • Taking down scaffolding after job is finished
  • Setting base plate on the ground at regular intervals (These stop the upright poles slipping)
  • Putting up the scaffolding poles (standards) and attaching the horizontal tubes (ledgers) to them with couples
  • Unloading scaffolding equipment at the site
  • Fixing the scaffolding to the building or structure to make it more stable, using short ‘tie tubes’
  • Laying planks (battens) across the scaffolding for workers to walk on
  • Assembled scaffolding to provide safe access to elevated work areas.
  • Followed safety protocols when working with ladders, scaffolding, power tools.
  • Assembled and erected scaffolding structures for various projects.
  • Assembled scaffolding for workers at varying heights.
  • Followed safety protocols while working on ladders or scaffolding.
  • Constructed scaffolding around buildings for access to higher elevations.
  • Set up ladders and scaffolding when working at heights.
  • Assembled scaffolding to provide access to elevated work sites.
  • Measured and cut scaffolding materials for bridge access areas.

Security Badging Officer

Denali Universal Services/G4S
Port Arthur
07.2018 - 10.2019
  • Regulating and directing traffic, as necessary
  • Completes daily and special reports by recording observations and information
  • Contributes to team effort by accomplishing related results
  • Deter safety and security threats by maintaining visibility
  • Being alert to observe, correct, and report safety and security hazards
  • Comply with all specific post instructions
  • Assist in securing premises and personnel by patrolling property, monitoring surveillance equipment, inspecting buildings, equipment, access points, etc.
  • Effectively interact with a variety of persons including clients, visitors, public safety officials, employees, and the general public
  • Responding to alarm signals (fire, medical emergency, inclement weather, safety / security threats, etc.)
  • Providing effective access and exit controls according to post instructions
  • Presents oneself in a professional manner through appearance and conduct
  • Promoting safety to prevent accidents
  • Complying with all client and company policies and procedures

Correctional Officer

Texas Department of Criminal Justice
Beaumont
06.2016 - 07.2018
  • Enforce rules and keep order within jails or prisons
  • Supervise activities of inmates
  • Aid in rehabilitation and counseling of prisoners
  • Inspect facilities to ensure that they meet security and safety standards
  • Search inmates for contraband items
  • Report on inmates conduct
  • Served as liaison between families of inmates ensuring they were kept informed about their loved ones' progress in custody.
  • Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
  • Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
  • Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
  • Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
  • Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
  • Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
  • Provided guidance and counseling services to help inmates adjust to their new environment and develop life skills needed upon release from prison.
  • Responded to emergency situations such as riots or disturbances with appropriate force measures.
  • Conducted regular cell inspections looking for evidence of drug use or other prohibited items that could pose a threat to security.
  • Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
  • Developed individualized treatment plans for each inmate based on assessments of their mental health needs.
  • Conducted headcounts to ensure that all inmates were accounted for.
  • Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
  • Administered first aid when required due to injury or illness sustained by an inmate while under supervision.
  • Inspected cells and conducted random searches of common areas.
  • Supervised inmate activities, including meals, recreation times, and work assignments.
  • Directed visitor sign-in, documenting processes, and completing appropriate visitation logs.
  • Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
  • Informed inmates and visitors of rules, safety and security procedures and responsibilities.
  • Enforced institutional policies and procedures to maintain order and security within the correctional facility.
  • Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
  • Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
  • Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.
  • Trained new correctional officers on facility procedures, safety protocols, and the ethical treatment of inmates.
  • Responded to emergencies and incidents, such as fights or attempted escapes, using appropriate restraint techniques.
  • Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
  • Conducted searches of inmates and visitors to prevent the smuggling of contraband.
  • Participated in the development and implementation of escape prevention plans and emergency evacuation procedures.
  • Inspected cells and other areas for contraband and safety hazards.
  • Applied non-violent response tools and physical restraint during problematic situations.
  • Provided first response medical care in emergency situations until professional medical staff could take over.
  • Implemented rehabilitation programs aimed at reducing recidivism among inmates.
  • Enforced resident behavior management protocols and drafted incident reports for infractions.
  • Maintained clear and open communications with facility areas to support safe operations.
  • Supervised offender work assignments and evaluated performance for compliance with standard regulations.
  • Assisted in the processing of new inmates, including taking photographs, collecting personal information, and explaining facility rules.
  • Coordinated activities with inmates to stimulate learning and skill development for life after incarceration.
  • Instructed inmates on work detail and oversaw work-site transportation.
  • Maintained detailed logs of inmate behavior, incidents, and daily activities.
  • Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly inmates.
  • Received property from incoming inmates, provided receipts and inspected items for contraband.
  • Participated in training sessions to stay current on best practices in corrections and emergency response.
  • Escorted inmates within the facility, including to and from cells, medical appointments, and recreational activities.
  • Supervised residents during meal distribution and intake, recreation time and work-site performance.
  • Operated security control systems to monitor entrances, exits, and movement within the facility.
  • Oversaw public areas and grounds to verify cleanliness and inmate safety.
  • Processed inmate intake and re-assignment by completing paperwork, conducting searches and recording fingerprints.
  • Served as a role model for inmates by demonstrating positive behavior and promoting educational and vocational training programs.
  • Detected potential threats and quickly defused conflicts.
  • Facilitated communication between inmates and facility staff, including relaying requests and grievances.
  • Coordinated with law enforcement and court personnel regarding inmate transportation and legal proceedings.
  • Implemented defensive tactics and physical restraints to maintain safety and security of facility.
  • Supervised inmates during day-to-day activities.
  • Inspected locks, window bars, doors, and security systems to support escape prevention.
  • Used appropriate means to discipline prisoners.
  • Conducted investigations of crimes committed within prison.
  • Conducted fire, safety and sanitation inspections.
  • Instructed inmates in work assignments and explained tasks.
  • Maintained records of prisoners' identification and charges.
  • Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.
  • Transported inmates to court, doctor appointments and work sites.
  • Distributed commissary items and dispensed prescribed medication to prisoners.
  • Took prisoners into custody and escorted to locations within and outside facility.
  • Searched prisoners and vehicles and conducted shakedowns of cells for valuables and contraband.
  • Reported on quality of inmate work and violations committed by prisoners.
  • Provided supervisors oral and written reports of work performed by inmates, inmate disturbances and rule violations.
  • Guarded facility entrances to screen visitors.
  • Counseled inmates and responded to legitimate questions, concerns and requests.
  • Served meals and dispensed medications to inmates.
  • Performed head counts, checking cells for missing inmates.
  • Issued clothing, tools and other authorized items to inmates.

Administrative Clerk Temp

City of Port Arthur Health Department- STI
Port Arthur
08.2013 - 08.2016
  • Greet and process patients
  • Data entry
  • File charts
  • Answer multi phone lines
  • Direct telephone calls to appropriate section for assistance
  • Call patients to schedule, reschedule, and/or cancel appointments
  • Assemble admission packets for new patients
  • Obtain updates and file medical records
  • Copy charts, forms, or documents as needed
  • Maintaining patients’ medical records
  • Distribute medical information sheets
  • Perform front desk operations
  • Receives, sorts and forwards incoming mail
  • Monitor and maintain office equipment
  • Photocopying, scanning, printing, and faxing
  • Typing documents and correspondence
  • Managing petty cash
  • Prepare monthly reports
  • Preparing and sending outgoing mailings and packages
  • Sending emails

Education

High School Diploma -

Frank’s Educational School
Beaumont, TX
12.2012

Skills

  • Design principles
  • Brand development
  • Storytelling
  • Attention to detail
  • Collaboration with clients
  • Project management
  • Commitment to deadlines
  • Time management
  • Machinery skills
  • Software skills
  • Tools
  • Coding Languages
  • Techniques
  • Mathematics
  • Accounting & bookkeeping
  • Effective communication
  • Teamwork
  • Responsibility
  • Creativity
  • Problem-solving
  • Leadership
  • Extroversion
  • People skills
  • Openness
  • Adaptability
  • Stress management
  • Productivity & organization
  • Critical thinking
  • SEO/SEM
  • HTML & CSS
  • Wordpress
  • Email marketing
  • Web scraping
  • CRO and A/B Testing
  • Data visualization
  • Search Engine and Keyword Optimization
  • Project/campaign management
  • Social media and mobile marketing
  • Paid social media advertisements
  • B2B Marketing
  • The 4 P-s of Marketing
  • Consumer Behavior Drivers
  • Brand management
  • Copywriting
  • Sales
  • CMS Tools
  • Six Sigma techniques
  • The McKinsey 7s Framework
  • Porter’s Five Forces
  • PESTEL
  • Dealing with work-related stress
  • Motivation
  • Task delegation
  • Technological savviness
  • People management
  • Business Development
  • Strategic Management
  • Negotiation
  • Planning
  • Proposal writing
  • Innovation
  • Charisma
  • Customer Relationship Management (CRM)
  • Cold-calling
  • Public speaking
  • Closing
  • Lead generation
  • Buyer-Responsive selling
  • Buyer engagement
  • Product knowledge
  • Persuasion
  • Social media/digital communication
  • Feedback implementation
  • Microsoft windows and office
  • Multitasking and prioritization
  • Self motivation
  • Problem-solving abilities
  • Desktop support
  • Remote technical support
  • Multitasking Abilities
  • Teamwork and collaboration
  • Software troubleshooting
  • Customer success management
  • Data management
  • Multitasking
  • Complaint handling
  • Inventory management
  • CRM software
  • Customer service excellence
  • Inbound call answering
  • Shipping and receiving
  • Organization and recordkeeping

Timeline

Customer Support Agent

iQor
04.2021 - Current

Security Badging Officer

Allied Universal Services
05.2020 - 04.2021

Scaffolding

Apache Industrial Service
10.2019 - 05.2020

Security Badging Officer

Denali Universal Services/G4S
07.2018 - 10.2019

Correctional Officer

Texas Department of Criminal Justice
06.2016 - 07.2018

Administrative Clerk Temp

City of Port Arthur Health Department- STI
08.2013 - 08.2016

High School Diploma -

Frank’s Educational School

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Destynie Antoine