Customer Support

Monica Adams

Customer Service Representative

**************@*****.*** - 301-***-**** - Lanham, MD 20706 SOFT SKILLS

Multi-Channel

Communication

Troubleshooting

Technical Support

Product Knowledge

Conflict Resolution

Data Analysis

Attentiveness

Active Listening

Project Management

Organization

HARD SKILLS

Microsoft Office

Microsoft Excel

Microsoft OneNote

Microsoft Teams

CRM Systems

(Salesforce, Zendesk,

HubSpot)

Electronic Medical

Records

Medical Terminology

and Coding

Adobe Acrobat

Adobe Photoshop

HIPPA

EDUCATION

Bachelor of Science in Behavioral and Community Health The University of Maryland College Park

08/2012 - 12/2015, Human Development Minor

WORK EXPERIENCE

Outbound Sortation Problem Solver

Amazon

11/2019 - 05/2023,

Identified, evaluated and resolved defective orders to prevent delays, managed open tickets, processed high-volume service requests and updated inventory management systems Wellness and Fitness Instructor

Synergy Fitness Group at 2U, Inc. and Fitness Together 03/2017 - 09/2019,

Performed administrative tasks, communicated and promoted fitness services to customers, identified health barriers and implemented personalized programs as solutions Resolved customer concerns and issues via phone and email, escalated customer complaints with care, documented health information into the MindBody database and recommended and implemented performance management software to optimize productivity Patient Service Representative

Doctors Community Hospital

04/2016 - 08/2016,

Managed patient accounts, documented patient information into the EMR database, handled and directed phone calls, scheduled appointments and obtained insurance authorizations Ensured HIPPA compliance, implemented access control and delivered quality customer support Communication Support Specialist (Intern)

NIH Division of Specialized Information Services

09/2015 - 12/2015,

Produced social media content, managed website operations and educated clients about credible health resources

Gathered data, tracked key performance indicators and trends, generated analytical reports and provided monthly briefings to communicate success metrics Administrative Support Assistant

UM and FDA Joint Institute of Food Safety and Applied Nutrition 01/2015 - 08/2015,

Assisted laboratory scientists with managing large-scale food safety projects and programs, educated international students about food safety courses, resolved student queries and issues in relation to course registration via email and live chat and generated post-course feedback surveys Achievements/Tasks

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