AI-Driven Support Specialist and Ops Optimizer

Adam Terrence Grady *********@*****.*** 919-***-****

Professional Summary Versatile professional with proven experience in AI tools, customer service, and technical support across logistics, healthcare, and business solutions. Skilled at troubleshooting, driving efficiency, and leveraging AI applications to improve operations. Recognized for strong communication, problem-solving, and delivering outstanding client experiences.

Core Skills Artificial Intelligence (AI Tools: ChatGPT, CRM automation, support integration) Customer Service & Client Support Technical Support & Troubleshooting Microsoft Word & Office Suite Customer Relationship Management (CRM) Process Improvement & Efficiency Professional Experience USPACK – Lead Medical Driver (2020 – Present) Oversee secure delivery of medicine to long-term care facilities and group homes, ensuring compliance and accuracy. Process returns and maintain precise records for pharmacy logistics. Utilize AI-powered routing and scheduling tools to increase delivery efficiency. Maintain high standards of safety, reliability, and on-time performance.

NTT Business Solutions (via Arise Virtual Solutions) – Virtual Customer Support Representative

(Mar 2015 – Mar 2023) Delivered customer service and technical support for business and retail clients. Created orders, updated accounts, and resolved escalated technical issues. Leveraged AI-driven support tools to handle high-volume customer inquiries efficiently. Maintained strong customer satisfaction and quality assurance scores. Xerox – Technical Support & Sales Representative (Feb 2014 – Feb 2015) Provided technical support for cable, internet, and phone subscribers. Exceeded sales goals by recommending service upgrades and add-ons. Maintained high customer satisfaction ratings through effective issue resolution.

Education Bachelor of Applied Science – Technical Management (Sales & Marketing Concentration) DeVry University, 2009

Graduate Certificate – Keller Graduate School of Management, 2010