Christina (Christy) Adams
Maryville,TN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Care Representative/CCR2/Compass SME/PAL
CVS Caremark Mail Services Pharmacy
12.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Maintained and managed customer files and databases.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer Customer Service Agents.
- Serve as SME for Compass Software Training for Company wide training of all departments
Office Manager/Executive Administrative Assistant
Home Life Painting
08.2016 - 12.2020
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Launched quality assurance practices for each phase of development
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Used software to coordinate meetings, appointments, and tasks senior executives.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Handled confidential and sensitive information with discretion and tact.
Reservations Agent
Hilton Hotels Corporation
01.2020 - 06.2020
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Provided customers with information about availability and pricing.
- Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
- Demonstrate a high-level of accountability and engagement by identifying areas of opportunity to improve the customer experience and driving recommendations/solutions that improve every interaction.
Paramedic
Rural Metro
05.2013 - 04.2015
- Triaged injuries by communicating with patients, bystanders and family members and identified appropriate medical facility for transport.
- Adapted treatment plans quickly and effectively based on changing patient conditions and reactions.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Delegated life-saving tasks to provide comprehensive treatment to triaged patients in emergency situations.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Restocked ambulance with proper equipment such as vents, ET tubes, medication, and IV pump tubing to maintain optimum inventory.
- Assessed patient condition through physical and verbal exams and by collecting information from others at scene.
- Administered fluid replacement via IV, IO, and IM to replace fluid volumes and correct electrolyte imbalances.
- Transferred patients safely and securely to medical facilities for continued care.
- Identified appropriate medications based on potential interactions with other medicines, accurately calculating correct dosages according to drugs on hand and patient's weight.
- Performed intubations to secure airway in patients under respiratory and cardiac arrest.
- Educated patients and family members on medical treatments and therapies for informed support.
- Responded to daily emergencies and worked alongside firemen and EMTs.
- Delivered advanced cardiac life support (ACLS), basic life support (BLS), and pediatric advanced life support (PALS) under pressure.
Education
Associate of Applied Science - Emergency Medicine-Paramedic
Roane State Community College
Knoxville, TN05.2013
Associate of Applied Science - Emergency Medical Technology
Roane State Community College
Harriman, TN05.2012
High School Diploma -
Brown County High School
Nashville05.1992
Skills
- Data Entry
- Billing coordination
- First Call resolution
- Customer Service
- Database Research
- Custom order management
- Payment Processing
- Appointment Scheduling
- Problem Resolution
- Customer Relations
- Call center experience
- Inbound Customer Service
- Product Education
- Customer Relationship Management
- Project Management
- Complaint Handling
- Documentation And Reporting
- Conflict Mediation
- Order Processing
Timeline
Customer Care Representative/CCR2/Compass SME/PAL
CVS Caremark Mail Services Pharmacy
12.2020 - Current
Reservations Agent
Hilton Hotels Corporation
01.2020 - 06.2020
Office Manager/Executive Administrative Assistant
Home Life Painting
08.2016 - 12.2020
Paramedic
Rural Metro
05.2013 - 04.2015
Associate of Applied Science - Emergency Medicine-Paramedic
Roane State Community College
Associate of Applied Science - Emergency Medical Technology
Roane State Community College
High School Diploma -
Brown County High School
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