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BONITA M.

ANTOINE 3355 Sweetwater Road Apt 4205 Lawrenceville Georgia 30044 404-849-2981 OBJECTIVE A Management or Supervisor position that will utilize my expertise in my 13 + years of Customer Service skills and business knowledge with the future potential for career path development. Strengths: Initiative and Leadership roles combined with result-oriented personality and interpersonal skills. WORK HISTORY TIB Bank, Lawrenceville, GA 05-2007 to Current Chargeback Analyst ?Engage in recovery of losses through the aggressive use of chargeback/dispute process approved by both Visa and MasterCard for Credit and Debit card accounts using FDR Systems ?Responsible for accepting incoming calls from cardholders to discuss fraudulent activity on their credit card accounts. ?Assuring that all chargeback processing is done within Visa/Mastercard time frames. ?Multitasks between chargebacks,retrieval requests,Pre Arbitrations and Pre Compliance cases for Visa and Mastercard accounts. ?Knowledgeable of chargeback rules and regulations in order to process chargebacks using the appropriate reason code. Compu Credit Dunwoody, GA 8-2003 to 02-2007 Chargeback Analyst ? Responsible for processing incoming customer dispute inquiries and chargebacks ? Ensure departmental compliance of all internal/external regulations ? Assist and support special projects as needed ? Engage in recovery of losses through the aggressive use of chargeback/dispute process approved by both Visa and MasterCard for Credit and Debit card accounts on TSYS Correspondence Analyst/Customer Service /Call Center ? Responsible for processing Visa/Mastercard applications ? Assist in giving cardholders credit line increases and lower annual percentages rates ? Updated cardholders accounts with new address changes, sending new cards, pin mailers as well as credit balance refunds. Credit/Collections Clerk/Call Center ? Process and verified applications for approved or declined credit cards ? Collect payments on delinquent /charge off accounts ? Responsible for keeping records for all delinquent accounts, incomplete files and credit risks Comfort Suites Hotel Duluth, GA 4-2002 to 10-2005 Guest Services Representative

? Check ins/outs on a daily basis along with creating new reservations and cash handling. ? Assure complete customer satisfaction by meeting and exceeding guest needs ? Involved in direct customer contact ? Responsible for booking large groups as well as a variety of functions The Home Depot Tucker, GA 2/2001 to 1/2002 Head Cashier Supervisor ? Responsible for expediting customers through the stores front end by providing outstanding service to both internal and external customers. ? Ensuring the efficient operation of the front end, influencing and supporting the cashier team, expediting price checks and identifying high shrink items. Customer Service Representative ? Involved in Direct customer contact ? Assure Complete Customer Satisfaction by meeting and exceeding customer’ needs. ? Excelled in training courses, which consists of cashier, returns cashier and employee training. The New Hotel Monteleone New Orleans, LA 01/1996 to 1/1999 Front Office Manager ? Responsible for managing daily hotel operations to achieve planned goals for operational integrity as measured by revenue, house profit while maintaining company standards for guest satisfaction, associate satisfaction, quality assurance and asset protection ? Maintain & Manage business relationships with Hotel guests, VIP members and Tour groups ? Perform multi tasks such as typing, receivables, deposits and employee training. ? Responsible for check in/checkouts on a daily basis assuring that the hotel guests are satisfied and their needs are met University Of New Orleans New Orleans, LA 08/1987-1992 Hotel, Restaurant and Tourism Training Skills-Microsoft Word, AS400,FDR , Tsys Systems, Beacon