ADRIANNA MCCARY
Birmingham
Summary
Customer - focused professional with extensive experience in client relationship management , tema leadership, and problem- solving . Proven track record of delivering exceptional service, resolving escalated issues, and maintaining high customer satisfaction. SKilled in training and coaching staff managing high volume inquiries, and utilizing CRM systems to streamline processes.
Overview
9
9
years of professional experience
Work History
Supervisor, Claims Operations
Kemper Insurance
10.2020 - 01.2025
- Directed daily operations for a team of 16 claim specialists, ensuring timely and accurate processing od 2600 claims per month .
- Developed and coached staff through performance reviews, one-on-one mentoring, and training programs, resulting in 80% improvement in quality scores.
- resolved escalated claims and complex case ensuring compliance with state and federal regulations while maintaining customer satisfaction ratings.
- Ensured compliance with regulatory requirements, internal audits, and quality assurance standard, maintaining a 100% audits and quality assurance standard maintaining a 100% audit pass rate.
Service Manager
Wells Fargo
06.2019 - 09.2020
- Managed branch operations and supervised a ream of 7 tellers and service representatives, ensuring compliances with back and policies, procedures, and regulatory requirements.
- Executed risk management by ensuring branch training controls were in place to mitigate risk, which resulted in branch begin under plan in operating losses each quarter at branch location.
- Delivered excellent customer services, resolving escalated issues and ensuring positive client experience across retail and small business accounts.
- Oversaw daily cash operations , including audits , balancing, and loss prevention while achieving an acceptable SOCR/BCR ratings achieved 96%
Customer Service Representative
Cathy Jeans
09.2018 - 06.2019
- Managed high volumes of customer interactions addressing inquires, resolving issues and ensuring positive client experiences via phone
- Maintained detail records of customer interactions, ensuring accuracy and compliance with company and regulatory standards.
- Collaborated with internal departments to quickly resolve service issues , reducing client wait times and increasing efficiency .
- Utilized CRM systems to manage customer interactions and track service requests efficiently.
Client Experience Manager
BBVA Compass Bank
03.2016 - 06.2019
- Served as primary point of contact for escalated client concerns, resolving issues quickly and improving overall satisfactions scores.
- Developed and coaches team members on relationship-building , cross-selling, and compliance practices to drive performances and meet branch goals.
- Monitor/research missing deposits, coding errors and miscellaneous request reviews, balance and clear General ledger accounts.
- Monitored daily branch financial activities, conducted audits, reviewed operational reports, and managed cash levels while ensuring compliance with banking regulations and security protocols.
Education
Accounting And Finance
Jacksonville State University
No Degree - Cosmetology
Hair Care Resources Cosmetology School
Birmingham, AL05-2025
Skills
- Claims management
- Customer Support & Conflict Resolution
- Audit Preparation
- Operations Management
- Technical Proficiency
- Staff Supervisor
- Time management & Self -Motivation
- Critical Thinking & Problem- Solving
Timeline
Supervisor, Claims Operations
Kemper Insurance
10.2020 - 01.2025
Service Manager
Wells Fargo
06.2019 - 09.2020
Customer Service Representative
Cathy Jeans
09.2018 - 06.2019
Client Experience Manager
BBVA Compass Bank
03.2016 - 06.2019
Accounting And Finance
Jacksonville State University
No Degree - Cosmetology
Hair Care Resources Cosmetology School