Adam Merrill
Orem,UT
Summary
At Vivint Smart Home, I excelled in enhancing client satisfaction and streamlining operations, showcasing my adeptness in customer engagement and scheduling. Fluent in Spanish, I effectively built strong relationships, significantly improved service efficiency, and adeptly managed a diverse account portfolio, ensuring swift and effective problem resolution.
Overview
5
5
years of professional experience
Work History
Panel Activation Specialist
Vivint Smart Home
07.2022 - Current
- Registered panels and reset PIN codes on smart home systems.
- Ran tests on equipment to make sure smart home systems were functioning properly before remote activation.
- Addressed concerns and answered questions about equipment and pricing.
- Worked closely with our scheduling team to send a technician in case equipment couldn't be activated over the phone.
- Worked quickly from a schedule, sometimes helping one customer by phone and another by text to make sure systems were activated on time.
- Activated around 125 security systems per pay period.
Account Management Liaison
Vivint Smart Home
01.2021 - 07.2022
- Worked closely with field service professionals to escalate existing installation appointments for customers.
- Contacted field service managers to get approval for overtime and other exceptions.
- Worked with a schedule, adjusting appointment slots in the most optimized way possible.
Confirmation Specialist
Vivint Smart Home
01.2020 - 01.2021
- Called customers the day before install to ensure all questions were answered and concerns were addressed.
- Reviewed with customers the expectations set by Vivint before an install could take place.
- Answered pricing questions.
Account Manager
Vivint Smart Home
07.2019 - 01.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Education
Associate of Arts - Psychology
Snow College
Ephraim, UT04.2022
Skills
Customer Engagement
Spanish-Speaking
Scheduling
Timeline
Panel Activation Specialist
Vivint Smart Home
07.2022 - Current
Account Management Liaison
Vivint Smart Home
01.2021 - 07.2022
Confirmation Specialist
Vivint Smart Home
01.2020 - 01.2021
Account Manager
Vivint Smart Home
07.2019 - 01.2020
Associate of Arts - Psychology
Snow College
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