Customer Service & Support Professional with Security Experience

ZANA ADAMS

832-***-**** ************@*****.*** Franklin, LA

CUSTOMER SERVICE & SUPPORT REPRESENTATIVE

• Over 12 years of experience in customer support and process improvement, achieving approximately 30% faster incident resolution rates.

• Skilled in technical support and escalation management, consistently delivering high levels of customer satisfaction.

• Proven track record in mentoring teams and managing service requests, ensuring effective problem solving and quality customer interactions.

WORK EXPERIENCE

Allied Universal Security Services Lafayette, LA

SECURITY SITE SUPERVISOR Apr 2023 - Present

• Streamlined incident reporting and payroll processing, reducing errors by about 20% for enhanced accuracy.

• Enhanced incident response protocols, resulting in improved resolution times and increased overall safety.

• Conducted site assessments to identify security vulnerabilities, leading to a roughly 15% improvement in risk mitigation.

• Fostered team collaboration by mentoring new staff

• Managed multi-channel service requests and customer inquiries, ensuring prompt and effective technical support.

• leads the site's security team, ensuring safety, asset protection, and policy enforcement by supervising guards, managing access control, training staff, responding to incidents, and liaising with management and law enforcement, focusing on preventing loss and maintaining operational security for the facility. Crossmark Houston, TX

MENTOR RETAIL SALES REPRESENTATIVE Jan 2019 - Mar 2023

• Led onboarding and training for new merchandisers, improving task accuracy by roughly 15% and enhancing in-store execution.

• Implemented mobile reporting routines that increased documentation consistency

• Coached merchandisers on product placement and promotion rules, improving compliance

• Resolved inventory discrepancies and display errors, reducing issues by about 10% while maintaining client standards.

• Optimized customer interaction documentation procedures, supporting consistent and efficient service delivery.

• Guiding new staff on product knowledge, sales techniques, and merchandising while actively stocking shelves, setting up displays (planograms), managing inventory, and ensuring product presentation meets company standards, focusing on both customer service and backend operational excellence, often requiring physical ability and smart device use.

Waitr Lafayette, LA

DELIVERY DRIVER Aug 2018 - Jan 2019

• Streamlined order verification, reducing delivery errors and enhancing accuracy

• Resolved customer delivery issues promptly, improving satisfaction scores by about 10% through effective problem solving.

• Managed high-volume order intake during peak shifts to maintain punctuality and ensure timely service delivery.

• Maintained clear communication with customers to confirm service requests and ensure timely order processing.

Walmart Lafayette, LA

HOME DEPARTMENT MANAGER May 2016 - Sep 2018

• Led daily operations to ensure inventory accuracy and reliable product availability, contributing to a stable customer experience.

• Trained and supervised sales associates to boost service consistency and task completion

• Implemented inventory tracking practices that reduced stock discrepancies

• Analyzed sales data to refine merchandising strategies, improving promotional performance by about 10%.

• Leads a team to resolve customer product issues, develops support strategies

• Collaborates with other departments (Product, Sales, Marketing) to improve product quality and customer experience through feedback analysis, training, and documentation Travel Center of America Lafayette, LA

GRILL PREP COOK Jan 2015 - Mar 2015

• Prepared menu items to order, ensuring consistent quality and timely delivery, which supported overall customer satisfaction.

Buffalo Wild Wings Lafayette, LA

LINE COOK Aug 2014 - Jan 2015

Antlers Broussard, LA

LINE COOK Mar 2014 - Aug 2014

Dollar General Lafayette, LA

CASHIER/STOCKER Jul 2013 - Jul 2014

Avon Lafayette, LA

SALES REPRESENTATIVE Jan 2013 - Feb 2014

EDUCATION

South Louisiana Community College

CULINARY ARTS (TECHNICAL SCHOOL)

CERTIFICATIONS

SERVSAFE CERTIFICATION

Servsafe

SKILLS

Customer Service & Support: Customer Service, Customer Interactions, Service Requests, Decision Making, Problem Solving

Technical & Process Management: Technical Support, Tech Savvy, Fraud Detection, Process Improvement, Escalation Management, Product Knowledge

WORK FROM HOME

Work from home

Contact this candidate