Summary
Overview
Work History
Education
Skills
Timeline
Generic

ADRIAN TERRY

Puyallup,WA

Summary

Results-driven customer service and HR professional with 10+ years of progressive leadership experience in team supervision, talent development, and administrative operations. Proven expertise in driving performance through KPI tracking, employee coaching, conflict resolution, and strategic communication. Adept in workforce planning, HR data management, and process improvement to optimize operational efficiency and enhance employee engagement.

Overview

13
13
years of professional experience

Work History

Customer Account Representative

Filson
Seattle, WA
06.2023 - Current
  • Collaborated with cross-functional teams to streamline account management processes.
  • Handled an average of 60+ client accounts weekly while maintaining 99.8% data accuracy rate.
  • Trained new staff on customer service protocols, improving team performance and consistency.
  • Utilized Salesforce to track customer engagement and provide data-driven insights to sales team

Administrative Coordinator

Atlanta Design Group
Norcross, GA
02.2021 - 06.2023
  • Supported HR and operations through accurate data entry, payroll management, and personnel record maintenance.
  • Created a centralized digital filing system resulting in 50% faster document retrieval and improved team productivity.
  • Resolved administrative challenges by proactively identifying gaps in SOPs and recommending workflow enhancements.
  • Coordinated team schedules and departmental calendars to ensure optimal resource coverage.

Technical Support Advisor

VXI Global Communications
08.2016 - 02.2021
  • Led peer training initiatives that reduced support ticket escalations by 30%, improving service level agreements (SLAs).
  • Delivered Tier 1 & 2 tech support while handling sensitive customer data in compliance with data privacy protocols.
  • Collaborated with cross-functional teams to escalate complex issues and streamline resolution processes.
  • Provided timely support via phone, email, and chat to resolve customer inquiries effectively.
  • Troubleshot technical issues for customers, enhancing user experience and satisfaction.

Customer Service Representative

American Home Shield
04.2012 - 08.2016
  • Delivered high-volume inbound support with a focus on first-contact resolution and long-term customer loyalty.
  • Handled escalated complaints, billing inquiries, and appointment scheduling, consistently meeting customer satisfaction KPIs.
  • Resolved customer inquiries and issues efficiently through active listening and effective communication.
  • Provided comprehensive support for service requests, ensuring timely processing and customer satisfaction.
  • Reduced average response time by 30% by streamlining ticket triaging and adopting customer-centric email templates

Education

High School Diploma -

Henry County High School
McDonough
05.2011

Skills

  • Team Supervision & Leadership
  • Talent Acquisition & Onboarding
  • Employee Relations & Coaching
  • Payroll & Timekeeping Administration
  • Conflict Resolution & Escalation Management
  • CRM & HRIS Systems (eg, ADP, Kronos)
  • Performance Metrics & Reporting
  • Standard Operating Procedures (SOPs)
  • Training & Staff Development
  • Data Analysis & Documentation
  • Customer Retention & Satisfaction
  • Schedule & Workflow Coordination

Timeline

Customer Account Representative

Filson
06.2023 - Current

Administrative Coordinator

Atlanta Design Group
02.2021 - 06.2023

Technical Support Advisor

VXI Global Communications
08.2016 - 02.2021

Customer Service Representative

American Home Shield
04.2012 - 08.2016

High School Diploma -

Henry County High School

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