Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
Generic

Adrian D. Knox, II

Troy,AL

Summary

Dynamic leader with 10 years of extensive experience at CGI Group, Inc., excelling in team leadership and operations management. Proven track record in enhancing customer service quality and driving performance improvements. Skilled in staff training and development, successfully implementing strategic initiatives that boosted team efficiency and morale. Committed to fostering a high-performance culture.

Overview

21
21
years of professional experience

Work History

Manager, Consulting and Delivery

CGI Group, Inc.
Troy, Alabama
01.2021 - 07.2025
  • Directed recruitment process for all new hires, overseeing hiring, staffing, and onboarding.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Conducted interviews, facilitated training sessions, and hosted performance management evaluations.
  • Monitored team performance, delivered regular feedback, and implemented improvement plans.
  • Managed operations to track key performance indicators including customer service metrics.
  • Analyzed data to identify trends and recommend operational enhancements.
  • Oversaw daily operations of service center with 40+ members, including 3 supervisors and 5 mentors.

Senior Business Analyst (Manager, Consulting and Delivery)

CGI Group, Inc.
02.2020 - 01.2021
  • Developed wireframes and screen mock-ups, documenting process flows efficiently.
  • Tracked and managed systems to ensure optimal functionality.
  • Processed and reported system issues to facilitate timely resolutions.
  • Executed system testing, maintaining comprehensive documentation of results.

Manager Consulting Delivery

CGI Group, Inc.
10.2018 - 02.2020
  • Streamlined operational processes to enhance efficiency and quality within call center environment.
  • Generated reports to track monthly key performance metrics effectively.
  • Maintained high performance levels for average handle time, call quality, and service level agreements.
  • Managed attrition to uphold staffing levels according to client and company standards.
  • Led hiring processes through conducting interviews and training team members.
  • Contributed to strategic planning for operational excellence in service delivery.
  • Oversaw daily operations for service center with over 125 members, including seven team leads and two WFM analysts.

Lead Trainer (Design and Delivery Specialist)

CGI Group, Inc.
08.2016 - 10.2018
  • Developed up-training curriculums to enhance agents' key performance skills and knowledge of healthcare and federal tax information.
  • Managed training classes of up to 45 participants, ensuring effective learning environments.
  • Conducted Train-the-Trainer certification program to equip facilitators with facilitation and classroom management skills.
  • Performed quarterly up-training courses for customer service representatives to maintain high standards.
  • Created and maintained Job Aids and resource documents to keep representatives informed on current processes.
  • Administered specialized training for customer service teams to improve front-line customer experiences.
  • Provided actionable feedback on process improvements to drive business enhancements.

Youth Mentor/ Leadership Strategist

The Word International Worship Center, Inc.
05.2004 - 05.2017
  • Conducted leadership training to develop interpersonal skills and improve organizational structure.
  • Established communication and relationships among youth through community outreach initiatives.
  • Supported youth and music ministries to elevate worship experiences for local, state, and national assemblies.
  • Motivated purpose-driven young adults while assisting in restoring career plans and goals.
  • Implemented team-building strategies to enhance musicians' performance and collaboration.
  • Utilized innovative tools to capture attention and engagement of each team member.

Customer Service Supervisor

CGI Group, Inc.
08.2015 - 07.2016
  • Developed and mentored a team of 15 to 20 agents, fostering a confident and professional environment.
  • Reviewed agent performance, providing constructive feedback and recognizing achievements.
  • Assisted in implementing strategic developmental skills for individual agents and overall call center effectiveness.
  • Utilized Microsoft Excel to create productivity reports that enhanced key performance indicators.
  • Performed daily side-by-side coaching with agents to boost development and confidence.
  • Handled customer escalations and managed daily ticket workload to support production goals.
  • Monitored and approved agent attendance using attendance software, ensuring adherence to schedules.

Materials Specialist

Troy University Asset Management
01.2013 - 02.2014
  • Supervised interior and exterior areas of ELC Warehouse and Troy University Maintenance Warehouse.
  • Conducted regular inspections of grounds and buildings to identify safety hazards.
  • Collaborated with supervisors, administrators, campus police officers, and plant workers for effective communication.
  • Initiated inventory checks for assets stored at ELC Warehouse to ensure accuracy.
  • Delivered inventory and products across departments within Troy University campuses.

Shift Leader, Cashier

Dairy Queen Brazier
03.2006 - 07.2013
  • Processed customer transactions, identified and pursued sales, recommended products and services and promotions offered
  • Exceeded quarterly sales and service goals by developing strategic sales and service outlines which led to quarterly achievement
  • Provided new processes for employee evaluations, which resulted in daily performance improvements for customer services and sales

Youth Program Specialist

R1W1 Afterschool Initiative (Reach 1 Win 1)
05.2009 - 08.2012
  • Implemented curriculums for Afterschool program specialists to follow while instructing students and empowering them to succeed in an educational background
  • Facilitated instructional seminars for students to help improve performance with education in a classroom setting
  • Worked collaboratively with a team of workers to provide daily goals for student evaluations to keep parents informed of physical and mental activities to maintain student knowledge for educational purposes
  • Implemented marketing strategies which resulted in 25% growth of student attendance and participation
  • Conducted analysis through Microsoft Word to address teen life issues which led to an established program titled, 'Life Lessons', which focused on teens' daily problems and how to develop resolutions
  • Facilitated outside recreational activities such as kickball, baseball, soccer and relays for students to develop team building skills and physical fitness
  • Managed core areas such as educational readiness, the arts and physical exercise for students which provided skills to be used for daily life during the annual summer program.
  • Researched best practices and used them in all training programs

Student Administrative Assistant

Troy University AMSTI
08.2008 - 08.2010
  • Managed travel request for AMSTI Director, Budget specialist and teacher Hourly, which included calculating the total cost of travel expense
  • Assisted budget specialist with the incoming and outgoing funds such as purchasing material, maintaining grant policies and preparing grant proposals for the AMST
  • Served as liaison between AMSTI Director and Budget Specialist to uphold the proper policies within the AMSTI

Education

High School Diploma -

Jeff Davis High School
Hazlehurst, GA
05-2007

Some College (No Degree) - Business Administration And Management

Troy University
Troy, AL

Skills

  • Team leadership
  • Project management
  • Decision-making
  • Operations management
  • Policy implementation
  • Performance evaluations
  • Staff management
  • Customer relationship management (CRM)
  • Employee onboarding
  • Staff training and development
  • Coaching and mentoring
  • Recruiting and interviewing
  • Customer service

Accomplishments

  • Leaderhip Pike (2023 Class)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Manager, Consulting and Delivery

CGI Group, Inc.
01.2021 - 07.2025

Senior Business Analyst (Manager, Consulting and Delivery)

CGI Group, Inc.
02.2020 - 01.2021

Manager Consulting Delivery

CGI Group, Inc.
10.2018 - 02.2020

Lead Trainer (Design and Delivery Specialist)

CGI Group, Inc.
08.2016 - 10.2018

Customer Service Supervisor

CGI Group, Inc.
08.2015 - 07.2016

Materials Specialist

Troy University Asset Management
01.2013 - 02.2014

Youth Program Specialist

R1W1 Afterschool Initiative (Reach 1 Win 1)
05.2009 - 08.2012

Student Administrative Assistant

Troy University AMSTI
08.2008 - 08.2010

Shift Leader, Cashier

Dairy Queen Brazier
03.2006 - 07.2013

Youth Mentor/ Leadership Strategist

The Word International Worship Center, Inc.
05.2004 - 05.2017

High School Diploma -

Jeff Davis High School

Some College (No Degree) - Business Administration And Management

Troy University

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