KRISTA ADAMS
Summary
Experienced professional with a strong work ethic, dependability, and a passion for providing exceptional customer service. Skilled in identifying needs, generating effective solutions, and implementing them to benefit clients, customers, and the company. Demonstrated ability to adapt to new technologies and processes with a genuine interest in continuous learning. Proficient in training, Microsoft Office, analysis skills, QuickBooks, spreadsheets, and various office software.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mid American Energy
03.2024 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Manager
ASAC
07.2023 - 02.2024
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
Shelter Advocate
Family Resources Of Davenport
06.2021 - 07.2023
- Interviewed individuals and families to assess needs and provide informational resources.
- Managed heavy caseload using well-developed time management, organizational and task prioritization skills.
- Distributed supportive services information to help individuals enhance ways of living and achieve self-sufficiency.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
Front Desk Clerk
Days Inn
05.2019 - 07.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved service-related problems and documented actions in system.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Transportation / Delivery Specialist
Lyft / GrubHub / Door Dash
05.2017 - 05.2019
- Coordinated consistent on-time deliveries of damage-free goods.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Delivered orders to customer doorsteps and business offices.
Technical Support Technician
Xerox / Conduent
08.2016 - 05.2017
- Provided on-call support for critical issues related to IOS devices.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
Assistant Manager/Acting manager
Dollar General
08.2015 - 08.2016
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in store operations, POS technology and general position duties.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Education
MBA - Focus of Human Resources
Purdue University Global
12.2020
Bachelor of Science - Business Administration And Human Resources
Purdue University Global
05.2018
Skills
- Victim Services
- Confidentiality Requirements
- Critical Thinking
- Teamwork and Collaboration
- Employee Training
- Staff Supervision
- Multitasking and Organization
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
Timeline
Customer Service Representative
Mid American Energy
03.2024 - 12.2024
Manager
ASAC
07.2023 - 02.2024
Shelter Advocate
Family Resources Of Davenport
06.2021 - 07.2023
Front Desk Clerk
Days Inn
05.2019 - 07.2021
Transportation / Delivery Specialist
Lyft / GrubHub / Door Dash
05.2017 - 05.2019
Technical Support Technician
Xerox / Conduent
08.2016 - 05.2017
Assistant Manager/Acting manager
Dollar General
08.2015 - 08.2016
Bachelor of Science - Business Administration And Human Resources
Purdue University Global
MBA - Focus of Human Resources
Purdue University Global
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