Customer Service & Compliance Team Leader

Adrian Stokes

****.****.*******@*****.*** 252-***-**** Rocky Mount, NC

Professional Summary

Customer-focused professional with 14 years of experience across insurance, financial, travel, and business sectors, specializing in client support, problem resolution, account management, and team leadership. Proven ability to communicate effectively, manage high-volume workflows, and deliver accurate, detail-oriented service in fast-paced environments. Experienced in mentoring teams, handling sensitive customer interactions, maintaining compliance standards, and supporting remote operations with professionalism and efficiency. Proven sales and recruitment growth track record. Known for strong communication, adaptability, and the ability to build trust while creating positive customer experiences.

Core Competencies

Leadership & Team Development (Teams of 9–24)

Customer Service & Client Support

Conflict Resolution & Problem Solving

Account Management & Policy Support

Training, Coaching & Mentorship

Professional Written & Verbal Communication

Microsoft Office Suite CRM Systems Remote Support Tools

Data Entry & Compliance Verification

Remote Workflow Management & Mentorship

Curriculum Development & Online Instruction

Customer & Carrier Communications

Professional Experience

Enterprise Rent-A-Car

Assistant Manager Jan 2012 – Aug 2015

• Supervised a team of 9 employees, overseeing compliance with financial reporting, payroll documentation, and audit standards.

• Increased branch profitability by 30% by auditing records and streamlining operational reporting.

• Coached and promoted multiple employees into leadership through structured performance evaluations.

PNC Bank

New Hire Mentor Sep 2020 – Sep 2023

• Led onboarding and compliance training for 20+ hires, ensuring adherence to banking documentation standards.

• Conducted file audits and quality reviews, reducing data errors by improving staff accuracy.

• Provided mentorship on risk, compliance, and process integrity, elevating team performance.

Total Life Changes

Market Expansion Director Aug 2015 – Jan 2018

• Recruited, trained, and supervised a team of 24 representatives, with 3 promoted to independent leaders.

• Audited sales performance data weekly, driving accountability and accurate record-keeping.

Committee to Elect Theresa Alston Stokes

Assistant Campaign Manager Jul 2023 – Nov 2023

• Directed campaign staff and volunteers; delegated tasks and monitored compliance with regulations.

• Developed training strategies for canvassing staff and managed voter outreach data.

• Coordinated public events and ensured accurate records and stakeholder communication.

Progressive Insurance – Remote

Account Service Specialist May 2019 – Jan 2020

• Resolved premium and underwriting audit discrepancies across auto and property lines.

• Validated account data for compliance with carrier and regulatory standards.

• Collaborated with teams to ensure accurate reporting of premium adjustments.

State of North Carolina – Remote

Suspense Support Specialist (Temp) Apr 2024-July 2025

• Processed and audited large volumes of state tax documents, ensuring compliance with policy and regulatory guidelines.

• Identified and corrected discrepancies in suspense accounts under tight deadlines.

Amazon – Remote

Customer Service Specialist Sep 2016 – Feb 2019

• Managed 70–80 customer accounts daily, ensuring accurate case documentation in CRM systems.

• Delivered peer training on compliance and workflow navigation, reinforcing process consistency.

• Demonstrated adaptability by managing high-volume tasks with accuracy and confidentiality.

World Travel Holdings – Remote

Travel Sales Agent / Recruiter Aug 2023-Present

• Advised clients on travel options while ensuring policy and documentation accuracy in all bookings.

• Recruited and trained new team members, teaching compliance and performance standards.

• Balanced customer engagement, data accuracy, and compliance-driven record management.

Education & Certifications

B.A., Business Administration – North Carolina Central University

Insurance License – Property & Casualty

NC Notary Public

Honors Societies: Beta Gamma Sigma Omicron Delta Kappa Golden Key Phi Eta Sigma Phi Beta Lambda

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