Alonzo Adair
Overview
21
21
years of professional experience
Work History
Customer Service Rep
Radius Global Solutions LLC
Lenexa, KS
04.2022 - 11.2022
- The Customer Service Representative is responsible for effectively responding to customer inquiries while maintaining a high level of customer satisfaction, by providing a professional, positive, and empathetic experience to each consumer engagement
- Meets required criteria for work schedules and adheres to attendance policies as outlined in the employee handbook
- Follow scripted guidelines
- Document accounts and company forms correctly
- Meets or exceeds productivity goals established by our clients and Radius Global Solutions
- Completes all training and learning assignments within the required time frame
- Work independently with minimal supervision.
Insurance Risk Interviewer
Quest Diagnostics
Lee's Summit, MO
04.2020 - 04.2021
- Contacts life insurance applicants via telephone by placing outbound calls
- Leaves messages for return calls or completes interviews with life insurance applicants
- These interviews will include gathering medical, financial, occupational, and avocation histories
- Uses the C4 Call Management System, Dialer and Avaya Phone System by making telephone calls, logging call attempts, documenting information within orders as necessary and recording call results
- Reviews and edits information collected during the interview for quality assurance purposes
- Learns the specific requirements stipulated by each client company
- Other duties as assigned.
Contact Representative
Social Security Administration
Kansas City, MO
06.2018 - 03.2020
- Answering unscreened calls for continuous periods of time on SSA's national 800 number;
- Providing quality customer service in a fast-paced, high call volume environment;
- Conducting interviews to determine the nature of the call;
- Providing information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution;
- Answered inbound calls from claimants regarding any topic they have, such as retirement, disability, death reports, change address, change banking info, percentage of allocation of benefits
- Utilized Microsoft Word, Excel and Outlook throughout each stage of the process when working with customers
- Utilized dual monitors effectively
Customer Service Rep
H & R Block
Kansas City, MO
11.2016 - 04.2018
- Answered inbound calls from clients inquiring about the status of their income tax, installing & uninstalling HRB's software
- Phone calls to the correct department when necessary to ensure questions were answered on the first phone call
- Set up appointments for customers to go to their nearest H&R Block office to get taxes prepared, and receive short-term loans if necessary
- Reviewed customers’ account pertaining to loan balance and prior taxes
- Revised and updated customers' accounts as requested
- Co-browse client income tax before submitting to IRS
- Answered questions and help clients complete their income taxes
Contact Rep
Internal Revenue Service
Kansas City, MO
01.2013 - 10.2016
- Received inbound phone calls from taxpayers requesting their refund and answering questions from letters their have received from IRS
- Referred taxpayers to the proper department to ensure their questions are answered
- Amended tax returns to verify the correctness and complete and closing out that request
- Examined taxpayer's 1040x form for years 2010, 2011, 2012
- 1040x is a supplement to taxpayer 1040, attached paperwork that could reduce their taxable income, or increase their taxes Researched 1040x attached forms to ensure that the taxpayer followed certain tax law Mailed incorrect 1040X forms back to customers
- Researched, prepared forms, and filed customer documents
Sales/Customer Service Manager
A.D.A. Telecom Services, Inc
Kansas City, MO
12.2001 - 12.2012
- Sold and serviced AT&T and CenturyLink products to business customers in the states where they are the local carrier
- Handled customer services issues, answered incoming calls from business customers concerning their account
- Resolved billings, promotional questions, add, moves, & changes
- Upsold the customer on products and services
- Accounted for revenue growth and new customer acquisition
- Responsible for hire and training of Sales and Customer Service Representatives who work for ADA, selling & providing customer service for AT&T and CenturyLink products and services
Education
Bachelor - Secondary Education
Eastern Illinois University Charleston
Timeline
Customer Service Rep
Radius Global Solutions LLC
04.2022 - 11.2022
Insurance Risk Interviewer
Quest Diagnostics
04.2020 - 04.2021
Contact Representative
Social Security Administration
06.2018 - 03.2020
Customer Service Rep
H & R Block
11.2016 - 04.2018
Contact Rep
Internal Revenue Service
01.2013 - 10.2016
Sales/Customer Service Manager
A.D.A. Telecom Services, Inc
12.2001 - 12.2012
Bachelor - Secondary Education
Eastern Illinois University Charleston