Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cecilla Adams

Brookings,OR

Summary

Dedicated professional with over 15 years of extensive experience in customer service, complemented by a robust background in special education. Boasting a proven track record of delivering premium customer service to clients globally, I have also spent significant time and energy in the special education field, fostering inclusive environments and supporting diverse learners. As a successful entrepreneur, I concurrently manage a small business specializing in handcrafted creative works showcased at events, demonstrating my ability to balance multiple responsibilities and drive successful outcomes. Currently seeking new opportunities to leverage my skills in team management, collaboration, and strategic alignment, while also bringing my passion for inclusive practices and supporting individuals with special needs to the forefront.

Overview

16
16
years of professional experience

Work History

Client Support Specialist

One Legal LLC
11.2022 - Current
  • Interacted with team members across departments to research and resolve customer issues.
  • Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
  • Expanded product knowledge by participating in ongoing training sessions and staying informed on industry updates.
  • Fostered an inclusive and supportive team environment by offering assistance to colleagues when needed, leading to increased overall performance.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Conducted case management activities and services with multidisciplinary team.
  • Contributed to team success by sharing best practices and collaborating on challenging cases with colleagues.
  • Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients' concerns.
  • Trained new personnel regarding company operations, policies and services.
  • Actively participated in bi-weekly team meetings, contributing valuable insights from direct client feedback.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained staff on operating procedures and company services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Sought ways to improve processes and services provided.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Boosted customer retention rates through effective problem-solving and prompt communication.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted in the creation of internal resources such as FAQs, knowledge base articles, and training materials to improve overall team efficiency when addressing common client concerns.
  • Developed and updated databases to handle customer data.
  • Promptly responded to inquiries and requests from prospective customers.
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
  • Skilled at working independently and collaboratively in a team environment.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Gained strong leadership skills by managing projects from start to finish.
  • Provided professional services and support in a dynamic work environment.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Paid attention to detail while completing assignments.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Identified issues, analyzed information and provided solutions to problems.
  • Passionate about learning and committed to continual improvement.
  • Developed and maintained courteous and effective working relationships.
  • Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
  • Tracked changing software and technologies with potential to impact customer requirements.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Provided exceptional customer service, consistently exceeding performance metrics in various areas.
  • Responded to customer inquiries and provided technical assistance over phone and email.
  • To track progress on open cases and ensure timely follow-ups, diligently documented all interactions with customers in CRM system.
  • Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Developed a reputation for providing exceptional levels of support and service, resulting in numerous commendations from both customers and colleagues.
  • Established trust by maintaining confidentiality when handling sensitive customer information.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Recognized as a top performer consistently meeting or exceeding key performance indicators related to call handling time, first-call resolution rates, and customer satisfaction scores.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Learned and adapted quickly to new technology and software applications.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
  • Answered constant flow of customer calls with minimal wait times.

Customer Service Specialist

Eezy
06.2021 - 10.2022
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Responded to customer requests for products, services, and company information.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Provided primary customer support to internal and external customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained and managed customer files and databases.
  • Developed and updated databases to handle customer data.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
  • Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Tracked customer service cases and updated service software with customer information.
  • Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
  • Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
  • Answered constant flow of customer calls with minimal wait times.
  • Strengthened communication skills through regular interactions with others.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with a strong sense of personal responsibility.

Author

Self Employed Writer
01.2008 - Current
  • Strengthened writing skills through continuous professional development, attending workshops or taking online courses.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
  • Organized material to research and complete writing tasks.
  • Composed original written material for self-publishing.
  • Edited and proofread all texts with help of Microsoft Word, Scrivener, and Kindle Direct Publishing.
  • Promoted and marketed works through social media platforms.
  • Proofread and edited finished drafts of novels of 75,000+ words
  • Gathered inspiration from personal experiences or current events to create relatable and thought-provoking content.
  • Maintained informative social media to help further storylines.
  • Overcame writer''s block with creative problem-solving techniques that led to breakthroughs in plot development or character creation.
  • Achieved a positive work-life balance by setting realistic goals, managing time efficiently, and maintaining a healthy lifestyle.
  • Enhanced manuscript quality through meticulous editing, proofreading, and revising for clarity and readability.
  • Conducted extensive research to enrich the authenticity and depth of written works, providing a more immersive experience for readers.
  • Developed captivating storylines and characters, resulting in increased book sales and positive reader feedback.
  • Maintained professional relationships with peers and mentors who provided valuable advice during the writing process.
  • Passionate about learning and committed to continual improvement.
  • Strengthened communication skills through regular interactions with others.
  • Gained strong leadership skills by managing projects from start to finish.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Built strong relationships with freelance writers and reviewers, resulting in an extensive network of industry professionals for collaboration.
  • Established and implemented workflows to streamline editing processes.
  • Edited and reviewed content for grammar, spelling and punctuation.
  • Edited and revised wide array of content for accuracy, clarity and consistency.
  • Drove accuracy of content through careful proofreading and fact-checking.
  • Developed and maintained editorial standards for content.
  • Formatted in Microsoft Word and PDF to prepare documents and proposals for review or final submission.
  • Researched topics to create accurate and engaging content.
  • Enhanced manuscript quality by diligently proofreading and editing content for grammar, punctuation, and style.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Organized and detail-oriented with a strong work ethic.
  • Proven ability to learn quickly and adapt to new situations.

Small Business Owner

Jewel Of The Valley
01.2008 - Current
  • Achieved consistent positive feedback from clients on completed projects through meticulous attention-to-detail during each stage of the crafting process.
  • Enhanced customer satisfaction by consistently delivering high-quality crafted products.
  • Delivered an exceptional level of service that led to repeat business and word-of-mouth referrals.
  • Conducted regular evaluations of tools and equipment to optimize functionality and maintain optimal crafting conditions.
  • Designed custom pieces for clients based on their specific preferences or unique requirements, resulting in satisfied customers who referred others to our services.
  • Kept tools, equipment and work areas properly maintained.
  • Developed new crafting techniques for improved product quality and reduced production time.
  • Gained strong leadership skills by managing projects from start to finish.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with a strong work ethic.
  • Excellent communication skills, both verbal and written.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Passionate about learning and committed to continual improvement.
  • Established an online presence through social media marketing, resulting in increased exposure and sales opportunities.
  • Received numerous positive reviews from clients praising the creativity and quality of handmade crafts produced.
  • Implemented sustainable practices within the studio environment such as recycling leftover material scraps or using eco-friendly supplies whenever possible.
  • Managed custom order requests efficiently by maintaining open communication with clients throughout the design process, ensuring timely delivery of satisfactory final products.
  • Participated in local craft fairs and events, effectively promoting handmade products to new audiences.
  • Maintained accurate inventory records, ensuring adequate stock levels to meet demand while minimizing waste materials.
  • Developed a loyal client base through exceptional craftsmanship and attention to detail in each handmade piece.
  • Fostered a positive and inspiring work environment by sharing artistic insights and best practices among fellow craft artists, promoting creativity and collaboration.

Education

Associate of Arts - Early Childhood Special Education

Butte College
Oroville, CA

Associate of Arts - Child Development

Butte College
Oroville, CA

Associate of Arts - Early Childhood Education

Butte College
Oroville, CA

Skills

  • Microsoft Outlook
  • Customer Relations
  • Staff education and training
  • Product Knowledge
  • Customer Service
  • Cross-Functional Collaboration
  • Computer Proficiency
  • Shipping procedures understanding
  • Documentation
  • CRM system proficiency - Salesforce, Zendesk, Kustomer
  • Conflict Resolution
  • Customer Education
  • Problem-solving abilities
  • Microsoft Office
  • Call Center Operations
  • Data Management
  • Stock management
  • POS Systems and Ordering Platforms
  • Customer Data Confidentiality
  • Critical Thinking
  • De-Escalation Techniques
  • Billing Adjustments and Refunds
  • Attention to Detail
  • Document Management
  • Document Editing
  • Document organization
  • Parent-teacher collaboration
  • IEP development
  • Special Education
  • Sensory integration strategies
  • Assistive Technology Integration
  • Child Development
  • Special Education Law Knowledge
  • Behavior Intervention Plans
  • Data Entry
  • Dependable and Responsible
  • Cultural Awareness

Timeline

Client Support Specialist

One Legal LLC
11.2022 - Current

Customer Service Specialist

Eezy
06.2021 - 10.2022

Author

Self Employed Writer
01.2008 - Current

Small Business Owner

Jewel Of The Valley
01.2008 - Current

Associate of Arts - Early Childhood Special Education

Butte College

Associate of Arts - Child Development

Butte College

Associate of Arts - Early Childhood Education

Butte College

Similar Profiles

CREATE PROFILE
Cecilla Adams