Adrian Young
Decatur,GA
Summary
An accomplished, reliable, innovative, and detail-oriented business professional with over 2 decades of experience in the areas of Administration, Operations, and Customer Service. A customer-focused, hands-on, executive who has demonstrated the ability to plan, and implement solutions to meet the business needs.
As a hardworking Administrative Professional skilled in troubleshooting and analysis., I'm accustomed to drafting and maintaining detailed service reports. Personable and customer-focused with passion for fostering loyalty and satisfaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. I'm seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
CC Service Specialist II
Key Bank
Remote
02.2022 - Current
- Answering client questions, problem solving, educating, and making suggestions that help deliver ease, value, and expertise to clients
- Providing technical support for Key’s online products and services (PC, mobile, and tablets)
- Assist over 100 business clients daily with digital enrollment and routine maintenance protocols.
- Demonstrated increased knowledge of company products and equipment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Founder / Designer
F.O.G House Inc
01.2006 - Current
- Designed and offered wide range of apparel and accessories to fit any woman’s unique sense of style
- Assembled apparel that provides clients with fashions accomodating latest trends
- Helped clients look their best, and strive to make every purchase a positive experience
Digital Banker
PNC Bank
Remote
02.2021 - 02.2022
- Increased appropriate solutions by 20%
- Educated clients on services and digital channels.
- Coached staff on products and special programs, identifying client needs and providing referrals.
- Resolves customer service inquiries and issues
- Delivered client services and acquired new relationships by cross-selling relevant products and services.
- Built referral business opportunities and recommended strategies to grow client base
- Performed outbound follow-up calling activities
- Utilized financial software to prepare consolidated financial statements
Team Leader and Senior Teller
Regions Bank
Dunwoody, GA
01.2019 - 02.2021
- Responsible for leading a team of 4 members in providing an exceptional client experience
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Operations Manager
Muzik Trinity LLC
Montgomery, AL
11.2015 - 07.2019
- I managed and directed an operations team of 4 members to achieve business targets
- Performed HR functions such as hiring, contracting, recruiting, training and development, employee appraisals, promotions, compensation, and termination based on performance reviews
- Managed operating and capital budgets while monitoring and controlling expenses.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
Digital Coach
Hancock Holding Company
08.2015 - 06.2016
- I administered all electronic banking products including ATM, debit and credit cards, and online bill-paying services, and responded to all customer inquiries regarding the bank's electronic banking products
- Assisted with the day-to-day operations of the Check Card and ATM Departments providing customer service to branches and customers by phone, working on disputes filed by customers for erroneous charges on their Check Cards or ATM Cards and balancing general ledger and settlement accounts.
Customer Solutions Representative(AL Medicaid)
HP Enterprises
Montgomery, AL
09.2011 - 01.2015
- Successfully developed, led, and implemented new initiatives focused on customer advocacy
- Responsible for validating customer complaints, logging cases and filing medicaid claims
- Increased efficiency and team productivity by promoting operational best practices.
- Utilized all technology appropriately and in accordance with regulations, compliance, and performance standards
- Was responsible for obtaining complete and accurate demographic, medical, and financial information.
- Investigated and resolved customer inquiries and complaints quickly.
Operations Manager
KSADC
06.2013 - 03.2014
- Sounds Artist and Development Center) At KSADC, we were able to provide a creative outlet for Montgomery’s youth
- As the Operations Manager, I managed and increased the effectiveness and efficiency of Support Services (HR, IT, and Finance), through improvements to each function as well as coordination and communication between support and business functions
- I oversaw overall financial management, planning, systems, and controls.
Customer Service Rep
Randstad
Montgomery, AL
06.2010 - 09.2011
- In this position, I worked as an agent for Duke Energy
- I assisted customers with electrical service issues while maintaining a positive, empathetic, and professional attitude toward clients always
- I kept records of customer interactions, transactions, comments, and complaints while communicating and coordinating with colleagues to resolve issues as soon as possible
- Ensured customer satisfaction and provided professional customer support.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - Business Administration Ongoing
South University
Montgomery, ALAssociate of Science - Business Administration
South University
Montgomery, AL2004
Skills
- Highly Motivated Self-Starter
- Management & Leadership
- Exceptional Customer Service
- Excellent Communication & Presentation Skills
- Positive, enthusiastic, resourceful and enjoys challenges
- Strong IT skills and proficient computer literacy
- Highly critical thinker with effective researching skills
- Active Learning
- Apple macOS
- Consumer Banking
- Complex Problem-Solving
Affiliations
Proud Member of Tau Rho Mu Christian Sorority Inc
Timeline
CC Service Specialist II
Key Bank
02.2022 - Current
Digital Banker
PNC Bank
02.2021 - 02.2022
Team Leader and Senior Teller
Regions Bank
01.2019 - 02.2021
Operations Manager
Muzik Trinity LLC
11.2015 - 07.2019
Digital Coach
Hancock Holding Company
08.2015 - 06.2016
Operations Manager
KSADC
06.2013 - 03.2014
Customer Solutions Representative(AL Medicaid)
HP Enterprises
09.2011 - 01.2015
Customer Service Rep
Randstad
06.2010 - 09.2011
Founder / Designer
F.O.G House Inc
01.2006 - Current
Bachelor of Arts - Business Administration Ongoing
South University
Associate of Science - Business Administration
South University