ADRIANNE BATES
Deltona,FL
Summary
Accomplished client services manager with strong capabilities in team development and client relationship management. Focus on conducting compliance audits, resolving complex client concerns, and implementing process improvements to ensure service excellence and operational integrity.
Overview
9
9
years of professional experience
Work History
Client Advocacy Team Compliance Specialist
Morgan & Morgan
04.2025 - Current
- Conducted compliance audits and reviewed auto-injury case files to ensure adherence to legal requirements and company policies.
- Reviewed compliance policies to ensure alignment with legal regulations.
- Reviewed and updated case documentation for case managers and attorneys, ensuring accuracy and completeness of client records.
- Partnered with internal teams to identify documentation gaps and facilitated continuous improvement in case-management processes.
- Enter telehealth records into Salesforce and monitor file updates for accuracy, consistency, and compliance.
Client Issue Management Manager
CardWorks Servicing
02.2022 - 10.2024
- Led the resolution of complex client concerns and escalations, ensuring timely, professional communication and effective outcomes.
- Coordinated communication between clients and internal teams to resolve issues and foster strong relationships.
- Tracked client satisfaction trends and identified improvement opportunities to enhance client experience and support company performance.
- Managed client-service documentation, records, and reporting to support consistent service delivery and accountability.
- Trained, coached, and mentored junior client-relations staff; provided guidance on root-cause analysis and problem solving.
- Fostered a collaborative, continuous-learning culture focused on service excellence, team development, and operational improvement.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented process improvements to enhance operational efficiency.
Client Relationship Manager
CardWorks Servicing
10.2019 - 02.2022
- Built and maintained strong client relationships while serving as a key liaison between clients, senior management, and internal business units.
- Collaborated with internal teams to resolve account-level issues, manage portfolios, and address customer complaints effectively.
- Reviewed exception reports, identified root causes, and recommended process or service improvements to improve client satisfaction and platform performance.
- Developed presentations and supporting materials for impactful client and leadership meetings.
- Created and updated standard operating procedures and best-practice documentation to ensure consistent client-service operations.
Customer Service Team Leader
CardWorks Servicing
07.2017 - 10.2019
- Supervised a call-center team of 20+ associates, overseeing daily workflow, productivity, service quality, and performance.
- Prepared daily, weekly, and monthly performance reports to monitor team results and operational trends.
- Coached team members on KPI achievement, customer service expectations, communication, and process adherence.
- Conducted performance assessments and delivered actionable feedback to support employee growth and accountability.
- Recruited, trained, coached, and mentored call-center associates to build a high-performing team.
- Balanced team workloads and priorities to support customer needs and departmental performance goals.
Education
Bachelor's Degree - Allied Healthcare Administration
Florida Technical College
Deland, FLSkills
- Client Compliance Oversight
- KPI management
- Quality audits
- Root-Cause Analyst
- Reporting
- SOP creation
- CRM Systems Management
- Process Improvement
- Operational Efficiency
- Escalation management
- Client relations
- Customer Experience
- Team management
- Training
- Cross-functional collaboration
Timeline
Client Advocacy Team Compliance Specialist
Morgan & Morgan
04.2025 - Current
Client Issue Management Manager
CardWorks Servicing
02.2022 - 10.2024
Client Relationship Manager
CardWorks Servicing
10.2019 - 02.2022
Customer Service Team Leader
CardWorks Servicing
07.2017 - 10.2019
Bachelor's Degree - Allied Healthcare Administration
Florida Technical College