Customer Service & QA Team Leader

ADAM KNIFFIN

Flower Mound, TX 972-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Award-winning customer service, banking, training, leadership, and quality assurance professional with 20+ years of experience. Known for earning rapid promotions, leading high-performing teams, developing training programs, writing training materials, building successful business operations, and consistently exceeding sales and service goals.

CORE STRENGTHS

Leadership • Training & Development • Customer Service • Quality Assurance • Team Coaching • Sales • Call Center Operations • Process Improvement • Performance Management • Relationship Building

PROFESSIONAL EXPERIENCE

DoorDash — Independent Contractor 2022–Present

Operated an independent delivery business while maintaining excellent customer service.

Chose flexible self-employment to support important family responsibilities while continuing to provide for my family.

GEICO — Quality Assurance Analyst / Customer Service 2017–2018

Handled 60–100 inbound calls daily while exceeding quality and performance expectations.

Recognized repeatedly for Quality Assurance excellence.

Earned Employee of the Month and achieved the highest Umbrella Referral Rate.

Subway — Store Manager 2014–2016

Managed daily operations and led a team of 12 employees.

Hired, trained, coached, and developed staff.

Wells Fargo — Phone Banker Team Lead Trainer 2008–2013

Rapidly promoted through three positions based on outstanding performance.

Earned Banker of the Year for consistently leading key performance metrics including dollars per call, sales, and warm transfers.

Awarded Trainer of the Year.

Managed and coached 15–35 employees across Phone Banker and Banker Coach teams.

Created 'The Power of OK,' a sales coaching program to improve customer conversations.

Designed and delivered training programs for new and experienced bankers.

Collaborated with a Vice President to help develop a call-tracking and coaching system.

PNK Promos — Founder & Owner 2007–2008

Founded and operated a promotional marketing business named after my daughter.

Built the business rapidly during its first six months through strong sales and client relationships.

Managed business development, customer relationships, and day-to-day operations.

SMR Promotions — Senior Trainer / Sales Manager 2005–2007

Promoted into leadership and training.

Wrote the company's training manual.

Trained and coached groups of up to 10 employees at a time in a fast-paced promotional sales environment.

Developed sales techniques and coaching strategies to improve employee performance.

GEICO — Customer Service Representative 2002–2005

Provided exceptional customer service while meeting quality and performance goals.

EDUCATION

Business Administration Coursework — Brookhaven College

Marcus High School Diploma

AWARDS & RECOGNITION

Banker of the Year — Wells Fargo

Trainer of the Year — Wells Fargo

GEICO Employee of the Month

Recurring Quality Assurance Recognition

Highest Umbrella Referral Rate

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