Courtney Adams
Montgomery,AL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Collections Agent
Guardian Credit Union
Montgomery, AL
09.2024 - Current
- Created repayment plans based on account holders' financial status and repayment abilities.
- Maintained accurate records of collection activities in database system.
- Provided guidance on legal matters concerning collection procedures.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Contacted customers with delinquent accounts to solicit payment.
- Educated debtors on the importance of credit health and the consequences of non-payment.
- Acquired credit reporting data for new and existing customers.
- Contacted insurance companies to check status of claim payments.
D2AS Associate /SME Team Leader
Amazon
Seattle, WA
05.2021 - 09.2024
- participated in round table talks about process improvement, AC3 development and projects in new key features.
- Developed and implemented strategies to improve team performance.
- Motivated and coached team members to reach goals, providing constructive feedback.
- Provided guidance on complex projects, ensuring tasks were completed accurately and efficiently.
- Trained over 50 associates resulting in a 85% benchmark goal completion during the peak months.
- Collaborated with other departments to ensure successful completion of cross-functional projects.
- Analyzed associate metrics and reported results to management, leading to the implementation of a call handling stratgey that reduced wait times by 40% and increased customer satisfaction scores by 20%
- Conducted numerous 1x1s with our associates to discuss RAP, HRR, AHT improvements and best practices. Increased Teams Rap performance by 30% WoW
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
D2AS Team Manager
Amazon
Seattle, WA
10.2023 - 01.2024
- Over the course of 6 weeks managing over 20+ associates scored number 2 on the TM BSC scorecard. Rap 78.82% against a benchmark of 78.52% along with a HRR score of 123.55% against a benchmark of 126.12% exceeding goal.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Lead and develop a team of up to 20 direct of technical care associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures
- Management of SLAs (Service Level Agreements), quality, and customer experience.
- Trouble shoot issues relating to process affecting the SLAs compliance.
ECR Specialist
Amazon
Seattle, WA
08.2021 - 01.2022
- Executive relations specialist working to resolve phone escalations and e-mail
- Work closely with stakeholders to find tailored solutions to regain customer trust
- Deep dive analyzing the root cause of customer escalations for stakeholders to resolve escalations
- Effectively communicated with internal and external customers with approved verbiage from stakeholders
- Created 3 policies documenting new processes to ensure both Executive customer relations and references are up to date
- Resolved difficult customer escalations sent to Amazon CEO and stakeholders
- Managed and resolved incidents according to service agreements
- Organized meetings with multiple stakeholders for customer escalations on Sedgwick claims.
Service Advisor
Kenworth Trucking
Lake Charles , LA
07.2019 - 04.2020
- Kenworth of Louisiana Conferred with sales teams to schedule and price repair requirements for used and new vehicles
- Gathered information through research and vendor inquiries to provide job estimates
- Worked electively with repair and parts providers, staying current on availability and service processes
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Cross-trained and backed up other customer service managers
- Investigated and resolved customer inquiries and complaints quickly
- Consulted with customers to assess service requirements and produce accurate orders.
Assistant Manager
Waitr
Lake Charles, LA
11.2018 - 07.2019
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Established processes for monitoring customer satisfaction levels.
Assistant Manager
First abundance home health
Lake Charles , LA
06.2017 - 01.2018
- Maintained records of all facility activities
- Ensured availability of professional services for patients
- Hired and trained all healthcare staff
- Prepared weekly reports on patient progress
- Prepared staff schedules to ensure that all shifts were covered
- Resolved staff and patient issues in a timely courteous manner
- Coordinated with other managers to develop cohesive facility operations
- Reviewed monthly budgets and allocated staffing resources
- Evaluated staff performance and provided regular feedback
Education
GED -
Sowela Technical Community College
12.2019
Skills
- Experience coaching or leading people
- Ability to create and continually support people through individual development plans
- Stakeholder Management
- Staff Development
- Process Improvement
- Scheduling and Coordinating
- Decision-Making
- Performance Coaching
- Employee Scheduling
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
- Drives team engagement and actions through Connections results and insights
Certification
- Amazon 6Sigma Certification (2024)
Timeline
Collections Agent
Guardian Credit Union
09.2024 - Current
D2AS Team Manager
Amazon
10.2023 - 01.2024
ECR Specialist
Amazon
08.2021 - 01.2022
D2AS Associate /SME Team Leader
Amazon
05.2021 - 09.2024
Service Advisor
Kenworth Trucking
07.2019 - 04.2020
Assistant Manager
Waitr
11.2018 - 07.2019
Assistant Manager
First abundance home health
06.2017 - 01.2018
GED -
Sowela Technical Community College
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