Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adriane Richards

Allentown,PA

Summary

Customer Service Specialist with solid expertise in managing complex customer interactions and resolving escalated issues. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results. Adaptable, reliable, and ready to meet changing needs.

Overview

36
36
years of professional experience

Work History

Customer Service Escalations

Shift4 Payments
11.2017 - 05.2025
  • Streamlined communication for better issue resolution, working closely with internal departments and external partners.
  • Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
  • Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
  • Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
  • Manage approximately 15 incoming escalations calls per day from customers.

Customer Service Team Leader

Fedex
06.1989 - 11.2017
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Submitted reports to senior management to aid in business decision-making and planning based on employees performance
  • Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
  • Daily follow ups with Senior Manager and 14 other managers on maintenance of equipment, missing packages,freight delays coming inbound, damages packages, and productivity.
  • International Coordinator assisting with customs issues, duties and taxes, and making sure paperwork is properly completed to ensure delivery of the packages.
  • Tracking packages through the IMS system globally
  • Answering over 60 plus calls a day Domestic and International.
  • Assisted with over 30 team members to design the Gatekeeping systems which is a system design to keep track of each package that comes in and out of the Fedex system that is delivered or undelivered by a courier.

Education

Associate of Applied Business - Business Administration

Everest College
Tampa, FL
05.2011

Skills

  • Conflict resolution strategies
  • Customer complaint resolution
  • Customer service expertise
  • Client support
  • Accurate data entry
  • Excel proficiency
  • Transaction management
  • Issue resolution management
  • Effective multi-tasking
  • Report reconciliation
  • CRM software
  • Salesforce proficiency

Timeline

Customer Service Escalations

Shift4 Payments
11.2017 - 05.2025

Customer Service Team Leader

Fedex
06.1989 - 11.2017

Associate of Applied Business - Business Administration

Everest College

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