Adrienne Cox
Little Elm,TX
Summary
Extensive customer service and clerical experience with a comprehensive knowledge of general ledger accounting principles. I am able to communicate effectively and handle a variety of customer issues. I am professional, accurate, and well organized. Driven Team Lead with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
29
29
years of professional experience
Work History
Remote Customer Support
Southwest Airlines
11.2022 - Current
- Collaborated and maintained communications with sales representatives on customer-related issues.
- Troubleshot and resolved customer complaints and issues.
- Adhered to company policies, procedures and system documentation requirements.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Team Lead
A1 Call Solution
01.2021 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Office Manager
All-In-One Tax Service
01.2012 - Current
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
Customer Service Rep
A1 Call Solution
01.2008 - 01.2021
- Answer calls from customers who purchased new vehicles inquiring about their vehicle registrations
- I answered escalated calls from customers post delivery that vehicles were damaged when delivered
- I submitted workorder and processed payments for the damaged claims for Vroom through Zendesk.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Credit & Activation Analyst
AT&T Wireless
01.2000 - 01.2004
- Processed credit reports and activations over the phone
- Troubleshoot activations that didn't receive the over the air activation
- Handled incoming calls from customers inquiring about coverage, equipment, and billing issues
- Process bill payments for current and past due accounts over the phone
- Handled calls from dissatisfied customers in the resolution department
- Troubleshoot problems with customer's service based on location in the web axe.
Shop Manager
Head to Toe Hair & Nail Salon
01.1995 - 01.2008
- Managed inventory control, cash control, and store opening and closing procedures.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
Education
Business Administration -
LeMoyne Owen College
01.2024
Logistics -
University of Memphis
01.2007
Skills
- Multitasking
- Critical Thinking
- Telephone Etiquette
- Time Management
- Quality Assurance
- Decision Making
- Problem Solving
- Reporting and Analysis
- Performance Monitoring
Timeline
Remote Customer Support
Southwest Airlines
11.2022 - Current
Team Lead
A1 Call Solution
01.2021 - Current
Office Manager
All-In-One Tax Service
01.2012 - Current
Customer Service Rep
A1 Call Solution
01.2008 - 01.2021
Credit & Activation Analyst
AT&T Wireless
01.2000 - 01.2004
Shop Manager
Head to Toe Hair & Nail Salon
01.1995 - 01.2008
Business Administration -
LeMoyne Owen College
Logistics -
University of Memphis