Deborah Adu
Woodstock,MD
Summary
Result-oriented professional well-versed in project coordination and process improvement. Known for driving initiatives that streamline operations and enhance productivity. Proven ability to foster teamwork and adapt to evolving project needs with focus on achieving objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Project Coordinator
Accenture
07.2021 - Current
- Conducted data analysis associated with call volumes to generate weekly reports used organization-wide for managing team workload, identifying training needs, and enhancing efficiency
- Identified internal stakeholders, determined deliverables, and outlined tasks and deadlines to develop a viable project plan and schedule
- Scheduled weekly team meetings to facilitate the training of20 employees, assisting the project manager with their personal and professional development
- Implemented a triage system to quickly handle escalated issues from customers and team members, reducing resolution time by25% and improving customer service
- Utilized Excel and PowerPoint to effectively communicate project updates to team members and supervisors, ensuring the project stayed on budget and met contractual deadlines
- Facilitated communication as the liaison between the corporate office and the customer service team, identifying and communicating team blockers and delays to management, ensuring smooth operations and resource availability
- Delivered on-the-job training for new employees to accelerate learning and professional development, thereby enhancing productivity and project deliverable timelines
- Prepared materials for all-hands meetings to provide routine project planning and progress updates, ensuring all team members were informed of recent developments in project status and team activities
Team Lead/Data Analyst
GeneDx
08.2020 - 06.2021
- Supervised20 team members to ensure project data is entered accurately to minimize data entry errors
- Use Microsoft Excel to track and manage clinical specimen delivery, processing, and reporting
- Scanned specimen requisition slips into document management system to ensure proper record keeping
- Prepared weekly work schedule for team members to manage tasks, balance work assignments while still maintaining work quality and meeting deadlines
- Maintained close touch with the project manager and the business development team to ensure that vendor interactions, agreements, and expectations are handled smoothly
- Prioritized and assigned tasks to make sure the team achieves weekly performance metrics
- Provided on-the-job training to new employees on work processes, company policies and task procedures
- Performed quality assurance checks on finished work to ensure compliance with data entry procedures, escalating unresolved quality issues and nonconformities to Project Manager
Technical Support Specialist
Pearson Education
06.2019 - 08.2020
- Answered support calls within15 seconds to eliminate delays and ensure zero abandoned calls
- Kept abreast of latest technologies and solutions to provide best support to end-users
- Followed-up with clients to ensure optimal customer satisfaction following engagement and problem resolution
Service Associate
M&T Bank
11.2018 - 04.2019
- Managed and addressed over30 customers' needs per day, ensuring customers' expectations are met
- Matched and recommended appropriate person best suited to address customers' needs
- Educated customers on how to complete transactions through web-based or in-store options, reducing service load by empowering individuals to manage personal needs
Customer Service Representative
Prometric
06.2018 - 11.2018
- Scheduled 30 candidates per day for testing and resolved any scheduling conflicts via phone call, chat, and email
- Processed and reviewed candidate applications and payments using customer management database
- Triaged customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction
- Increased accuracy and reduced discrepancies by verifying data while processing incoming applications
Revenue Examiner
State of Maryland
03.2017 - 03.2018
- Resolved customer complaints in a timely manner and provided appropriate solutions and alternatives
- Maintained records for each customer’s request, including phone numbers, contacts and document actions taken
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines
- Identified potential cases of fraud, initiating investigations and recommending corrective actions.
Education
Masters of Science - Information Systems and Management
University of Maryland Global Campus (UMGC)
College Park, MD01.2023
Bachelor of Science - Business Administration
University of Maryland Global Campus (UMGC)
College Park, MD01.2021
Skills
- Microsoft Office Suites
- Excel
- PowerPoint
- MS Project
- Project Management
- Team Leadership
- Detail-oriented
- Time management
- Project coordination
- Problem-solving
Certification
- Project Management Professional (PMP) - Project Management Institute.
Timeline
Project Coordinator
Accenture
07.2021 - Current
Team Lead/Data Analyst
GeneDx
08.2020 - 06.2021
Technical Support Specialist
Pearson Education
06.2019 - 08.2020
Service Associate
M&T Bank
11.2018 - 04.2019
Customer Service Representative
Prometric
06.2018 - 11.2018
Revenue Examiner
State of Maryland
03.2017 - 03.2018
- Project Management Professional (PMP) - Project Management Institute.
Masters of Science - Information Systems and Management
University of Maryland Global Campus (UMGC)
Bachelor of Science - Business Administration
University of Maryland Global Campus (UMGC)
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