Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
De' Landa Adams

De' Landa Adams

High Point,NC

Summary

Innovative Merchandise Coordinator with experience. Adept at designing displays for various departments and working effectively unsupervised and quickly mastering new skills. Successful at training employees on excellent customer service and quality assurance standards. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills.

Overview

28
28
years of professional experience

Work History

Merchadise Coordinator

TJX Companies
High Point, NC
04.2019 - Current
  • Developed and implemented strategies for optimizing product display, placement and availability in store.
  • Managed returns process by ensuring returns are properly documented, credited back to customers promptly and restocked as needed.
  • Provided training and guidance on proper merchandising techniques to staff members on an ongoing basis.
  • Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
  • Restocked shelves with current merchandise in attractive displays to promote sales.
  • Trained new employees on customer service and quality assurance standards.
  • Kept work areas clean, neat and organized for optimal productivity and worker safety.

Customer Experience Coordinator

TJX Companies
High Point , NC
04.2019 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and maintained positive relationships with customers.
  • Assisted customers with product selection, ordering, returns, and refunds.
  • Resolved customer complaints in a timely manner.
  • Identified opportunities to improve the customer experience process.
  • Conducted regular training sessions for employees on best practices for providing excellent customer service.
  • Developed strategies for addressing common issues that arise during the customer experience journey.
  • Participated in brainstorming sessions with colleagues to develop innovative solutions for enhancing the overall user experience.
  • Assisted customers with returning items and understanding applicable policies.
  • Managed check-out operations and upheld high standards of customers service.
  • Dealt with complex concerns and developed successful resolutions satisfying business requirements and customer needs.
  • Escalated complex customer issues to higher management for resolution.
  • Resolved customer complaints and issues promptly, ensuring a positive resolution.
  • Trained new customer service staff on best practices and company policies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Supported sales team members to drive growth and development.

Claims Benefit Specialist

Aetna, a CVS Health
High POint, NC
01.2021 - 02.2024
  • Reviewed and evaluated customer claims for accuracy, completeness and compliance with company policies.
  • Conducted periodic audits of claim files to ensure compliance with applicable laws and regulations.
  • Facilitated resolution of disputes between claimants and insurers by providing accurate information regarding policy terms and conditions.
  • Verified customer eligibility for specific benefits according to established criteria.
  • Determined liability, compensability, and benefits due on each claim.
  • Supported efficient handling of complex claims and followed up on open, denied, or suspended claims to complete required line items.
  • Adjusted and claims under close supervision of more experienced claims team members.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Examined claims, records and procedures to grant approval of coverage.
  • Collaborated with fellow team members to manage large volume of claims.
  • Prepared and reviewed insurance-claim forms and related documents for completeness.

Ship Dock Associate

Amazon
Kernersville, NC
08.2020 - 05.2021
  • Loaded and unloaded cargo containers from trucks and ships using a forklift, pallet jack, and other heavy machinery.
  • Organized the dock area to ensure all shipments were accounted for.
  • Reported any safety hazards or issues to management immediately upon discovery.
  • Worked closely with other departments within the organization to support timely order fulfillment.
  • Verified accuracy of paperwork accompanying each shipment prior to loading, unloading onto truck, shipment vessel.
  • Resolved customer complaints related to shipping errors or delays in a timely manner.
  • Utilized scanners for accurate tracking of items entering and leaving the facility.
  • Provided assistance with packaging items for shipment when needed.
  • Managed hazardous materials safely according to company policies and procedures.
  • Maintained cleanliness of dock area at all times; sweeping, mopping, disposing of waste properly.
  • Prepared and loaded freight of various sizes into semi-trailers.
  • Pursued opportunities to learn job tasks in and areas to help team excel.
  • Arranged stock in line with storage guidelines and moved out for shipment or floor sales.
  • Maintained smooth dock operations in deadline-driven environments.
  • Adhered to proper handling procedures in order to maximize safety and avoid damage to inventory.
  • Palletized boxes to increase movement and shipment efficiency.
  • Participated in company training programs to learn new skills and promote workplace safety.
  • Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
  • Transported materials and pallets between areas.
  • Packed boxes and stock using organizational guidelines.
  • Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
  • Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
  • Counted number of boxes or units in loading docks to confirm proper completion of work orders.
  • Used scanners to track parcel information, condition or receipt.
  • Placed bins, carts and containers in convenient locations to assist with loading efficiency.
  • Protected items by wrapping in cling film, padded moving blankets and tape.
  • Tagged and wrote identifying information on containers, boxes and cargo.
  • Cleaned empty storage areas to achieve proper sanitation regulations and make area fit for future use.
  • Collaborated with other movers when loading large equipment to prevent potential accidents.
  • Reviewed work orders before starting work to determine necessary materials and meet deadlines.
  • Applied barcodes to cargo and used digital scanners to track and locate materials during transportation.
  • Secured items in truck by strapping over protective padding.
  • Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
  • Used digital database to keep records of units and stock moved.
  • Carried necessary tools and supplies to transportation vehicles and returned to proper storage areas after use.

Customer Service Support Advisor

Apple
High Point, NC
11.2018 - 04.2019
  • Answered customer inquiries via phone, email, and chat services.
  • Provided technical assistance to customers regarding products or services.
  • Resolved customer complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Performed data entry for customer accounts and orders.
  • Generated reports on customer service activities.
  • Updated customer information in the customer service database.
  • Created detailed documentation of all customer interactions.
  • Coordinated with other departments to resolve customer issues efficiently.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.

Customer Service Team Lead

AT&T Communications
Winston Salem, NC
11.2008 - 12.2017
  • Coordinated and supervised customer service team in order to ensure quality service delivery.
  • Provided training and guidance to customer service representatives on policies, procedures, and best practices.
  • Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
  • Developed strategies for improving customer satisfaction levels through process improvement initiatives.
  • Assisted in resolving escalated customer complaints or issues in a timely manner.
  • Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
  • Collaborated with other departments to ensure that customers' needs were met within established timelines.
  • Organized team meetings to discuss new initiatives or changes in policies and procedures.
  • Enforced compliance with company standards related to safety, security, quality assurance.
  • Responded quickly and professionally to any incoming emails from customers seeking assistance.
  • Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
  • Implemented company processes to effectively resolve customer service issues.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Provided daily direction to call center associates.
  • Utilized recognition and reward tools frequently to recognize achievements.
  • Made certain associates adhered to schedules to achieve service goals.
  • Provided regular performance feedback and coaching to team members.
  • Facilitated weekly team meetings to discuss performance and set goals.
  • Implemented reward and recognition programs to motivate team members.
  • Ensured compliance with company policies and regulatory requirements related to customer service.
  • Encouraged a positive and productive work environment among team members.
  • Resolved escalated customer issues with professionalism and patience.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.

Customer Service Repair Represenative

AT&T Communications
Macon, GA
02.1997 - 11.2008
  • Performed troubleshooting on malfunctioning customer equipment, determining necessary repairs and replacements.
  • Provided technical support to customers via phone and email, resolving issues in a timely manner.
  • Coordinated with technicians regarding customer service requests, providing updates as needed.
  • Attended training sessions to stay up-to-date on the latest repair techniques.
  • Reviewed warranty information for each repair job to determine coverage eligibility.
  • Assisted customers with installation of repaired items upon completion of work.
  • Implemented preventive maintenance measures to extend the life of customer products.
  • Answered inbound calls from wide range of members, welcoming callers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Promoted available products and services to customers during service, account management and order calls.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Led on- and off-site customer support teams across multiple time zones.
  • Oversaw warranty counseling process to manage expense controls.

Education

High School Diploma -

Northeast Comprehesive High School
Macon, GA
06-1989

Some College (No Degree) -

Macon State College
Macon, GA

Skills

  • Display building
  • Pricing and Signage Updates
  • Able to lift 50 lbs
  • Showcase design
  • Space Planning
  • Retail display setup
  • Stock replenishment

Accomplishments

  • Received Presidential Award 2007 from AT&T

Timeline

Claims Benefit Specialist

Aetna, a CVS Health
01.2021 - 02.2024

Ship Dock Associate

Amazon
08.2020 - 05.2021

Merchadise Coordinator

TJX Companies
04.2019 - Current

Customer Experience Coordinator

TJX Companies
04.2019 - Current

Customer Service Support Advisor

Apple
11.2018 - 04.2019

Customer Service Team Lead

AT&T Communications
11.2008 - 12.2017

Customer Service Repair Represenative

AT&T Communications
02.1997 - 11.2008

High School Diploma -

Northeast Comprehesive High School

Some College (No Degree) -

Macon State College

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De' Landa Adams