Adadrianna Adams
Yazoo City,MS
Summary
Dynamic Call Center Representative with BroadPath, recognized for achieving a 97% customer satisfaction rating through empathetic communication and expert conflict resolution. Proven ability to handle high volumes of calls while adhering to HIPAA guidelines and enhancing team performance, resulting in significant improvements in call resolution and client trust. Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Personal Care Assistant
Mississippi Department Of Rehabilitation Services
1032 Centre Pointe Blvd, Pearl, MS 39208
04.2022 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
Outbound Sales Representative
Foundever
01.2025 - 06.2025
- Boosted customer satisfaction by addressing concerns and providing solutions in a timely manner.
- Enhanced customer engagement through personalized follow-up calls, fostering stronger relationships.
- Developed comprehensive understanding of product features to better address customer needs.
- Reduced sales cycle time with introduction of streamlined proposal generation tool.
- Enhanced customer satisfaction by providing comprehensive product demonstrations tailored to individual needs.
CALL CENTER REPRESENTATIVE
BroadPath
03.2022 - 03.2023
- Delivered exceptional customer service for healthcare members by handling up to 80+ inbound calls daily, maintaining a 95% call quality score.
- Resolved policy inquiries, eligibility, and claims issues with a 98% first-call resolution rate.
- Maintained 100% schedule adherence and exceeded daily productivity metrics by 20% consistently.
- Achieved a 97% customer satisfaction rating through empathetic communication and effective problem-solving.
- Protected confidential member data by following HIPAA guidelines with 100% compliance.
- Collaborated with team leads and QA analysts to improve call handling scripts, contributing to a 15% reduction in call escalations.
Education
HIGH SCHOOL DIPLOMA -
Yazoo City High School
Skills
- High-Volume Call Handling (80 calls/day)
- Customer Relationship Management (CRM) Software
- Empathetic Communication & Active Listening
- Insurance Verification & Claims Support
- Call Quality Assurance & Performance Metrics
- Multitasking in Fast-Paced Environments
- First Call Resolution (FCR)
- HIPAA Compliance & Data Confidentiality
- Conflict Resolution & De-escalation
- Time Management & Schedule Adherence
- Remote Work Tools
- Team Collaboration & Process Improvement
- Grooming assistance
- Emotional support
- Personal hygiene assistance
- Housekeeping tasks
- Dressing assistance
- Compassionate patient care
Certification
- PCA - Personal Care Aide
Timeline
Outbound Sales Representative
Foundever
01.2025 - 06.2025
Personal Care Assistant
Mississippi Department Of Rehabilitation Services
04.2022 - Current
CALL CENTER REPRESENTATIVE
BroadPath
03.2022 - 03.2023
HIGH SCHOOL DIPLOMA -
Yazoo City High School