Adrienne Purdom

Goal-Oriented Member Support Supervisor with Years of Team Leading, Development, and Admin Experience

Carrollton, TX 75010

ad1b7z@r.postjobfree.com

+1-469-***-****

Hardworking, flexible, and proficient Member Support Supervisor successful in fostering comradery, compliance, and career development among associates. A dependable, reliable, efficient team player and leader with exceptional communication skills, a keen eye for detail, and insightful business acumen. Works effectively with multiple teams in ensuring operational and service excellence. Authorized to work in the US for any employer

Work Experience

Sr. Supervisor

Peloton - Remote

May 2021 to Present

• Coach Agents and Team Leaders to deliver on KPI/Metric targets while consistently developing new initiatives or iterate on existing processes to drive success.

• Actively supervise channels (calls, emails, chats, tickets, etc.) to ensure quality while coaching on improvement areas.

• Oversee the day to day operations of Member Support within your Line of Business and assigning tasks to Team Leaders and Agents, including optimal coverage and efficiency

• Demonstrate a dedication to organizational success by effectively leading change and initiating improvements in the process and culture of the team

• Expedite resolution of sophisticated Member issues, reduce first reply time and full resolution time, actively monitor and address all issues as needed

• Partner with appropriate teams as needed to ensure full understanding of an issue's current status and resolution and representing the voice of our Members

• Continually assist in the development of team members across all areas of specialization while encouraging a high level of engagement

• Help to attract and retain top talent to the team

• Interview and hire new Agents; oversee their development through evaluation and coaching to ensure continued growth and deeper skill sets

• Lead team meetings to ensure team understanding of company initiatives as well as the team’s performance against Key Performance Indicators

• Review Quality Analytic evaluations and provide coaching feedback to team members

• Remain calibrated with Quality Analytics team and other leaders

• Perform queue management duties as needed

• Hold team accountable through coaching and corrective action as necessary Supervisor

Peloton Interactive Inc. - Plano, TX

May 2021 to February 2023

• Coach Associates on delivery of metric targets, while ensuring alignment to new initiatives or changes to existing processes to drive success.

• Demonstrate a dedication to organizational success by effectively leading change and initiating improvements in the process and culture of the team

• Partner with Manager and appropriate cross-functional teams as needed to ensure full understanding of an issue's current status and resolution and representing the voice of our Members

• Interview and hire new Associates; oversee their development through evaluation and coaching to ensure continued growth and building of deeper skill sets

• Lead team meetings to ensure team understanding of company initiatives as well as the team’s performance against KPIs

• Review QA evaluations and provide coaching feedback to team members

• Perform queue management duties as needed

• You will help implement change across the team and drive Associate proficiency: new markets, new products, and significant growth

Team Lead

Peloton Interactive Inc - Plano, TX

December 2019 to May 2021

• Support Agents with the management of escalations and complex Member inquiries

• Provide real-time guidance to Agents and act as a subject matter expert regarding product and processes

• Operate with a sense of urgency, Member empathy, and strong attention to detail.

• Contribute to the development and facilitation of new hire training as well as assisting with onboarding

• Review QA evaluations and remain calibrated with the QA team

• Provide regular feedback and coaching to your team of support Agents

• Oversee and jump into escalations with complex Member issues and support other team members with overcoming these scenarios

• Be proactive in providing outstanding support

• Help shape and influence growth and scalability by delivering amazing Member satisfaction and process efficiency

• Communicate initiatives and actively foster openness and collaboration within the team

• Perform ticketing and queue management duties

Member Support Representative

Peloton Interactive - Plano, TX

April 2019 to December 2019

Light Technical support

Assist members with updating personal and payment information De-escalate problematic situations

Investigate delivery inquiries

Promote a positive member experience via phone, email, chat Assist with new hire training and lead support

Order and delivery logistics management for members Voluntary Benefits and Claims Representative

Aerotek/Transamerica - Plano, TX

November 2018 to March 2019

Handled customer and employer inquiries regarding voluntary Benefits such as disability, accident, critical illness and cancer claims.

Correspondence daily through phone, email and mail. Submitting limited claims for policy holders.

Examined medical records, billing statements and required documentation for errors, missing information and processing of claims.

Submit escalations for re-examination of claims when errors found by claims examiners. Handled inquiries regarding benefits available, policy questions, coverage and payments. Submit research requests to billing, claims and processing departments. Fax, scan mail and email policies, claim forms and other documents. Concierge

Twin Rivers Assisted Living & Memory Care - Richardson, TX July 2018 to November 2018

Front desk help; answer phones, making copies, filing documentation, check in/out residents and guests, dispatch, bistro maintenance

Total Loss Adjuster

State Farm Mutual Automobile Insurance Company - Richardson, TX August 2016 to April 2018

Claims handler, settlement negotiations, interpret policy, customer service, loss reporting Front Office Coordinator

Express Employment Professionals - Richardson, TX

July 2015 to October 2015

administrative: filing, scanning, multi line phones, spreadsheet creation, mass email interview intake, drug screens, recruitment, office organization & upkeep, payroll, light recruiting, timecard management

Billing Specialist

Ecova - Richardson, TX

August 2012 to May 2014

call center, property preservation, multi line phones, copier, fax machine, bill negotiation & management, client relations, connect & disconnect of utilities on foreclosed properties, third party for Fannie Mae, new hire training

Lead Teacher, Preschool

Kids R Kids Learning Academy - Richardson, TX

February 2012 to August 2012

lead teacher for children 18-24 months, curriculum development, lesson planning, potty training, feeding, parent relations, new hire training

Special Education Aide

Garland ISD - Garland, TX

November 2007 to February 2012

assist lead teacher in a special education classroom of high school youth with: curriculum development and implementation, test admininstration, teaching life skills, hygiene management, & was a job coach Education

Bachelor's of Science in child psychology

Abilene Christian University - Abilene, TX

2001 to 2007

High school diploma in pre med

North Garland High School MST - Garland, TX

August 1998 to May 2001

Skills

• MS Office (10+ years)

• Multi line phones (4 years)

• Faxing, filing, copy machine (8 years)

• Teaching small groups, training (6 years)

• Call center (6 years)

• Process payroll, invoice processing (Less than 1 year)

• Appointment setting (2 years)

• Typing, data entry (10+ years)

• Customer service, support (10+ years)

• Drug testing (Less than 1 year)

• Intake interviews (Less than 1 year)

• Liability

• Front Desk

• Customer Service

• Guest Service

• Health Insurance

• Customer Support

• Training (4 years)

• Customer Care

• Curriculum Development

• Medical Records

• Special Education

• Microsoft Outlook

• Office Administration

• Technical Support

• Live Chat

• Quality Assurance

• Scalability

• Communication skills

• Data entry

• Microsoft Office

• Microsoft Word

• Confluence

• Leadership

• Jira

• Time management

• IT support

• Payroll

• Interviewing

• Employee orientation

Languages

• English - Fluent

Certifications and Licenses

Adjusters license

May 2017 to May 2018

Licensed adjuster in for following states:

W. Virginia

Rhode Island

Florida

Texas

North Carolina

Louisiana

New Mexico

Assessments

Filing & organization — Proficient

April 2018

Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Proficient

Scheduling — Proficient

April 2018

Measures a candidate's ability to cross-reference agendas and itineraries avoid conflicts when create schedules.

Full results: Proficient

Supervisory skills: Motivating & assessing employees — Proficient July 2023

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Management & leadership skills: Impact & influence — Proficient July 2023

Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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