Eva Adams

(C) (***) *** – ****

ad2hag@r.postjobfree.com

Objective

To move forward in my professional development with a reliable company obtaining a position using my professional skills.

Professional Experience:

GC Services Inc. EnTergy

June 5th 2023- October 27th 2023

High volume in-bound customer service. Collections and accounts receivable, Utility sales and lead generation, customer support during inclement weather and outages, adhering to scheduling and company policy, maintain a call flow and professionalism through the call, provide any assistance to the customer in regards to their issues

The Hook Seafood and Oyster Restaurant: Assistant Manager

2005 – April 2023

●Responsible for full operation of the restaurant/bar to include but not limited to; opening, closing, staffing, service levels, cash and inventory. Meet or exceeded expectation that 90% of business hours are spent on the dining floor greeting customers, coaching employees and running the business where it matters most—close to the customer.

●Drive sales initiatives for specials and promotional items; Set goals and monitor sales performance of staff.

●Complete duties and provide leadership designed to deliver a high quality of service to customers within the framework of established company expectations.

●Recruit service and kitchen staff on an ongoing basis; Screen and hire outstanding talent for the organization.

Kravet Inc. December 2017- May 2018

(Officially hired)- Continued duties listed below on a permanent basis

Staffmark Inc

October 2017- December 2017

Intro to Kravet Inc.- through staffing agency.

Administrative work for Supervisor and Manager

General Clerical Work

Purchase order taking/processing through Oracle Applications

Computerized cataloging and organization

.

Cross Country Home Services: Corporate Trainer

2011 – August 2017

●Responsible for ensuring the company provides the highest possible quality of customer service training for employees, new hire and tenured employees. Responsible and oversee of training of workers who either take inbound calls or make outbound calls; that may work in sales, customer support, and/or other areas. Role-play with team to help them sharpen their skills or learn to deal with challenging situations; provide informal coaching and support during the course of any given day.

●Oversee of payroll and data in UltiPro. Responsible for time and attendance for each training class. Complete new hire, termination, absence, etc.. Forms when needed.

●Oversee training curriculum, update as needed. Process data entry for analysis.

●Completed CCHS Internal Leadership Training Program (GEAR -Goals, Engagement, Accountability, Results) consisting of cross functional training rotations within multiple departments (i.e. Quality Assurance, Membership services, Workforce management, Learning and Development, Service Network Management).

●Generate claims using Oracle Claims and Oracle SCM programs/systems. Developed and prepared long range capacity and workload requirements. Identify optimal work schedules and workload requirements. Designed, built and maintain databases and spreadsheets tracking key service statistics. Monitor and examine performance against established service level objectives and update agent’s schedules using IEX system. Use Avaya and Oracle to control queues and call volume.

●Monitor program performance to ensure efficient and problem-free operations

●Perform call center claims operations by; identifying and resolving customer warranty service requests; developing and implementing action plans; complete audits and analyses of performance and processes; manage process improvement and quality assurance results.

●Review and promptly adjudicate service reports from third party service providers on claims for HVAC, Plumbing, Electrical and Appliances. Ensure accuracy of reports and approve financials for claims finalization.

●Consistently maintain key performance indicators at exceeds level for call center objectives on requirements for claims cost, life cycle, and calls per claim.

●Thorough processing and handling of management level customer escalations to satisfactory completion within the acceptable resolutions for claims processing.

●Maintain professional knowledge by; attending educational workshops; establishing personal networks; volunteering for additional training for cross-functional departmental procedures.

●Ability to meet or exceed organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

●Travel out of town to train Outsource Business Partners with our job functions.

Education and Continued Training

2006 Palmetto High School, Williamston SC

● Diploma

2008-2010 Tri-Country Technical College

● Attended Tri-County Technical College and received certification in Phlebotomy, CNA, EKG, Medical Terminology and Biology

Professional Training & Acknowledgements:

-2014 President’s Award Winner (highest achievement, award at Cross Country Home Services)

Business Writing – Cross-function Development - Security awareness - Customer Centric Engagement skills - Customer Service Power Tools - Diversity in the Work Place - Embracing Change Contract Interpretation - Home Protect Product/ Renewal Program - Intro to Command Center – Quality Assurance - Business Comm. Skills - Business Objectives and Career Planning - Performance Plus Compensation - NICE Perform System Training - Telephone & computer guidelines - Time Management Extensive training of Oracle based programming used such as TIMX Claims and TIMX SCM, ADI Time Keeping, I-Xcel, and Preston’s Guide. Microsoft Office presentation and reporting programming including Outlook, Word, Excel, and Power Point.

References are available on request.

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