Summary
Overview
Work History
Education
Skills
Timeline
Hobbies
Hobbies
BusinessAnalyst
Adam Reynolds

Adam Reynolds

Summary

Interested in continuing in leadership and agent development. I spent over 3.5 years in leadership at GoDaddy Inbound and Hosting Sales and Support. I was an integral part of a 6 member team in charge of creating Call Flow and hosting onboarding curriculum to support new agents' success. As a Coach/Reserve Sup i was responsible for running a team of 20 agents and teaching curriculum I helped create. I also developed and taught agents several classes to develop both consultative and sales skills. Seasoned Sales Representative knowledgeable about selling in B2C environments. Leverages exceptional customer relations experience to win new customers. Skilled at demonstrating products and closing sales with tenacious and driven approach. Talented networker with expertise in cold calling, strategic planning and task prioritization focused on maximizing efficiency and sales success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

30
30
years of professional experience

Work History

Cybersecurity Representative

NortonLifeLock
11.2022 - Current
  • Enhanced company reputation by providing exceptional customer service and support.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Assisted in training new hires and offered ongoing support to help them reach their full potential.
  • Improved client retention rates by building strong relationships and offering personalized solutions to their needs.

Customer Service Specialist

Ring
11.2019 - 06.2022
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Reduced response time for customer inquiries by streamlining communication processes.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Maintained up-to-date knowledge of products and services to provide accurate information to customers.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

Hosting Sales and Support

GoDaddy
03.2018 - 11.2019
  • Developed comprehensive support plans for team members, leading to increased productivity and overall team performance.
  • Collaborated with cross-functional teams to develop innovative solutions for complex problems, resulting in faster decision-making processes.
  • Coached team members on professional development opportunities, fostering a culture of continuous learning and growth within the department.
  • Established best practices for project management methodologies, which contributed to a streamlined work environment and improved organizational processes.

Reserve Supervisor / Coach for Agent Development

GoDaddy
03.2015 - 03.2018
  • Worked to develop both New and Current Agents
  • Taught agents how to have consultative conversations based on customers' needs.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
  • Led major initiatives within the department that drove innovation or addressed critical business challenges.

Sales and Support Agent

GoDaddy
01.2014 - 03.2015
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Drove revenue growth by consistently meeting or exceeding sales targets through strategic planning and execution.
  • Analyzed client portfolios to identify potential gaps in coverage, offering suitable recommendations based on individual needs.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Resolved caller issues quickly and thoroughly.
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.
  • Advised customers about new products and assisted customers in determining best products for needs.
  • Processed customer orders quickly and accurately for timely delivery.
  • Presented feedback to management on customer service trends and improvement areas.

Education

Skills

  • Technical Requirements
  • Performance Motivation
  • Defining Requirements
  • Phone Etiquette
  • Job Skills
  • Business Development
  • Direct Sales
  • Teamwork
  • Management
  • Communication
  • Technical Troubleshooting
  • Telephone Reception
  • Customer Support
  • Cybersecurity Industry Expertise
  • Organizational skills
  • Improvement Plan Knowledge
  • Analytical Thinking
  • Quantitative Skills
  • Idea Development and Brainstorming
  • Adaptability and flexibility
  • Client relationship building
  • CRM software expertise
  • Industry awareness
  • Written communication
  • Social media savvy
  • Performance Improvement
  • Customer Relations
  • Attention to detail
  • Effective communication
  • Problem-solving abilities
  • Conflict resolution
  • Multitasking capabilities
  • Empathy and understanding
  • Performance tracking
  • Team collaboration
  • Technical aptitude
  • Telephone etiquette
  • Time management
  • Computer literacy
  • Interpersonal skills
  • Product knowledge
  • Goal-oriented mindset
  • Active listening
  • Customer service orientation

Timeline

Cybersecurity Representative

NortonLifeLock
11.2022 - Current

Customer Service Specialist

Ring
11.2019 - 06.2022

Hosting Sales and Support

GoDaddy
03.2018 - 11.2019

Reserve Supervisor / Coach for Agent Development

GoDaddy
03.2015 - 03.2018

Sales and Support Agent

GoDaddy
01.2014 - 03.2015

Hobbies

  • Woodworking
  • Custom furniture builds
  • Custom furniture designs
  • Custom Cutting Boards
  • Digital Abstract Art
  • Digital Watercolor Landscapes
  • Digital Video and Photo Editing
  • Social media management and marketing
  • Running small design business

Hobbies

  • Woodworking
  • Custom furniture builds
  • Custom furniture designs
  • Custom Cutting Boards
  • Digital Abstract Art
  • Digital Watercolor Landscapes
  • Digital Video and Photo Editing
  • Social media management and marketing
  • Running small design business

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Adam Reynolds