Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Antoinette Johnson

Wolverhampton

Summary

Inspirational and driven professional with a proven desire to support, lead, and advance a company’s goals and objectives, consistently exceeding customer expectations. Passionate about sharing knowledge to empower and strengthen teams. Extensive experience in fast-paced customer service environments, including in-person leadership as a head security guard and remote roles handling phone and email communications across diverse industries. Quick to learn and highly adaptable, with the ability to master new systems and processes while always prioritizing customer needs. Demonstrates strong awareness of company offerings and updates, ensuring accurate and effective service delivery. Brings years of experience from various sectors, tailoring customer service approaches to suit different audiences and requirements. Recognized for meticulous attention to detail and a commitment to excellence in every interaction.

Overview

7
7
years of professional experience
19
19
years of post-secondary education

Work history

Income Administrator

Housing 21
08.2023 - 09.2025
  • Calculate and process refunds, arrears, rent payments, housing benefits, and Universal Credit shortfall payments, ensuring accuracy and compliance.
  • Responsible for completing account amendments and addressing general account queries via email and phone.
  • Coordinate effectively with court managers, tenants, and local authorities to resolve issues and maintain smooth operations.
  • Consistently meet daily targets through strong organizational skills, self-discipline, and efficient workload management.
  • Generate invoices for local authorities and draft correspondence letters for tenants, ensuring clarity and professionalism in all communications.
  • Utilize in-house databases such as QL4 to monitor, update, and schedule payments, as well as perform manual tenancy creation, rent account closures, and document uploads to Docuware as required.

Door Supervisor (Head Door Supervisor)

SNSG
08.2023 - 09.2025
  • Conduct thorough security checks of personal baggage and perform body searches when required to ensure safety and compliance.
  • Monitor attendees at clubs, pubs, and attractions to maintain a safe and secure environment in accordance with established safety standards.
  • Provide outstanding customer service by maintaining professionalism and assertively handling aggressive or disorderly behaviour to uphold a safe environment.

Receptionist Administrator

Housing 21
11.2022 - 08.2023
  • Perform a variety of administrative tasks, such as scanning, photocopying, and managing high-volume post distribution with efficiency and attention to detail.
  • Utilize Cisco technology to operate the company switchboard, efficiently assisting customers and directing inquiries to the appropriate departments.
  • Restock stationery and kitchen essentials, and coordinate courier services to maintain seamless office operations.
  • Address general inquiries and internal requests via phone, email, and in-person interactions, delivering prompt and effective support.

Home Retention Advisor

Direct Line Group
03.2022 - 11.2022
  • Display excellent communication skills to discuss and renew home insurance policies, with a focus on retaining existing customers through competitive discounts or persuasive techniques when discounts are not available.
  • Emphasize the benefits of add-on products to increase customer purchases.
  • Build rapport with other advisors and refer policyholders to third parties when coverage declines.
  • Manage complaints until resolution and accurately process administrative requests within a demanding environment.
  • Handle payments, explain direct debits, and process refunds using in-house software.
  • Covering Direct Line, Privilege, and Churchill

Customer Service Administrator, Field Support Advisor, and Technical Helpdesk Advisor

Eon
07.2018 - 03.2022
  • Collaborated daily with technicians to process customer meter exchanges, report gas leaks, and update account notes accurately.
  • Identified commissioning issues through online chats with technicians and third parties, utilizing remote access to handheld devices for effective investigation.
  • Booked van services, MOTs, and emergency appointments, while handling ad-hoc administrative tasks.
  • Assisted with technician parking logistics by coordinating with external providers such as Just Park, Parkopedia, and Ringo.
  • Reported health and safety issues promptly to the SHE team, ensuring compliance and workplace safety.

Education

BA Honours - Business and Marketing Management

University of Wolverhampton
01.2013 - 01.2016

Level 3 Diploma - Travel and Tourism

City of Wolverhampton College
01.2011 - 01.2013

A Levels - Applied Business, Award in First Line Management

North East Wolverhampton College
01.2004 - 01.2011

GCSEs - undefined

North East Wolverhampton College
01.2004 - 01.2011

Skills

  • Team Supervisor
  • Superb customer service skills
  • Problem-solving
  • Decision-making
  • Time management
  • The ability to guide, motivate, and inspire a team toward a common goal

References

References are available on request

Timeline

Income Administrator

Housing 21
08.2023 - 09.2025

Door Supervisor (Head Door Supervisor)

SNSG
08.2023 - 09.2025

Receptionist Administrator

Housing 21
11.2022 - 08.2023

Home Retention Advisor

Direct Line Group
03.2022 - 11.2022

Customer Service Administrator, Field Support Advisor, and Technical Helpdesk Advisor

Eon
07.2018 - 03.2022

BA Honours - Business and Marketing Management

University of Wolverhampton
01.2013 - 01.2016

Level 3 Diploma - Travel and Tourism

City of Wolverhampton College
01.2011 - 01.2013

A Levels - Applied Business, Award in First Line Management

North East Wolverhampton College
01.2004 - 01.2011

GCSEs - undefined

North East Wolverhampton College
01.2004 - 01.2011

Similar Profiles

Create profile
Antoinette Johnson