Jennifer Adams

Frankfort, KY

ad0a3u@r.postjobfree.com

+1-502-***-****

Work Experience

Technical Support Advisor

Conduent Business Services, LLC (Formerly Xerox) - Lexington, KY November 2022 to Present

• Provide support for customers via phone, e-mail, and chat.

• Effectively tailor communication and style to differing audiences.

• Effectively time manage including ability to multi-task, organize and prioritize.

• Research and grasp technical information across multiple tools while talking with customers.

• Able to self manage and work independently in a fast-paced, constantly changing environment.

• Provide world-class customer service, troubleshooting, and technical support, as supported by exceptional KPI scores and standards.

Night Auditor/Front Desk Agent

Stonebridge Hospitality - Frankfort, KY

April 2006 to Present

• Audit and balance all hotel and bar cash and credit transactions daily and reset the register for the next day's operations.

• Handle night audit paperwork, verification of daily room occupancy, and hotel revenue reviews.

• Monitor reservations to track incoming parties and special events.

• Balance accounts and conduct nightly audits to keep bookkeeping current.

• Calculate and verify all figures, calculations, and documents.

• Perform balance procedures for hotel accounts and resolve discrepancies.

• Report on room information to the Comptroller and account for any variances.

• Check guests in/out, update the register as needed

• Employee training and orientation

Family Support Specialist

Commonwealth of Kentucky - Frankfort, KY

February 2022 to August 2022

• Perform all SNAP casework in an action-based "first available worker", through assigned queues in processing and in-person

• Conduct interactive interviews, utilizing the agency's PC-based eligibility system

• Gathers, completes, and reviews required documentation needed

• Participates in formal and on-the-job training and observes other staff

• Tracks processing deadlines for timely case activity and case hearings

• Identify resources and appropriate referrals

• Operate computer terminals and personal computers, prepares and maintain case records Tier 2 UI Adjudicator

Solid State Operations - Boise, ID

January 2021 to December 2021

• Processes Unemployment claims under applicable laws, work with parties to resolve issues, reviews weekly claim certification issues for determination

• Calls claimants for fact-finding information to make determinations on claims

• Assists claimants with completing and submitting reports; reviews and processes claimant-submitted reports; and provides account maintenance using cloud-based software

• QA’s agent chats for performance and quality control

• Document all encounters in clear and concise logs with CRM software

• Interprets, applies, and explains policies and procedures to staff.

• Informs claimants and applicants of their pending issues and how, and with whom they need to connect, to correct them

• Adjudicates weekly certifications for redetermination by gathering and completing fact-finding for staff to resolve issues on claimants’ claims

• Assists claimants through LiveChat with issues regarding their UI claims

• Built a Knowledge Base for all Chat Agents' use, as a guide for effective communication and KPI standards within LiveChat

• Special projects as deemed necessary by management Customer Care Representative

Conduent - Lexington, KY

August 2020 to January 2021

• Executes routine inbound and outbound call center activities concerning the business products/ services, using a standard script and established guidelines and under supervision, to meet SLAs

• Ascertains nature of the transaction/call and assesses customer’s needs, ascertains whether follow- up is required, to provide clients with appropriate resolution.

• Provides customers with courteous customer service, while placing customer’s orders through various apps and CRM software

• Derives all necessary information from the customer to update the database.

• Understands when to seek help and/or escalate to a more senior role Office Manager

Grandma's Kitchen - Mount Orab, OH

January 2015 to May 2019

• Executed HR department clerical duties such as timekeeping, employee onboarding, training, and bookkeeping.

• Monitored business levels and realigned team positions to provide optimal coverage for customer demands.

• Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.

• Identified, investigated, and corrected operational issues such as inventory waste or theft to keep business operating at optimal levels.

• Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank

• Sought out and implemented methods to improve service and team performance and boost business sustainability.

• Established and enforced standards of personnel performance and service to provide customers with consistent and positive experiences.

Education

Some College in General Studies

Kentucky State University - Frankfort, KY

August 1990 to May 1992

GED

Franklin County Learning Center Pk-12 - Frankfort, KY August 1989 to January 1990

Skills

• Able to lead and build with a team.

• Night Audit

• Account Management

• Microsoft Excel

• Microsoft Office

• Front Desk

• Microsoft Word

• Quality Control

• Administrative Experience

• Data Entry

• Google Suite

• Live chat

• Customer support

• Training & Development

• Research

• Accounting

• Organizational Skills

• Salesforce

• CRM software

• Documentation review

• Contracts

• Google Docs

• Microsoft Outlook

• Time management

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