Dustin Adams
Owings Mills,MD
Summary
Professional with strong background in customer support, adept at resolving issues efficiently and maintaining high standards. Skilled in communication, problem-solving, and using customer service software. Known for teamwork, adaptability, and achieving results in fast-paced environments. Reliable and focused on delivering exceptional service consistently.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Accounting Specialist
MTA Transit Store
06.2020 - Current
- Reconciled late payments, overages and shortages related to consignment sales
- Input financial data and produced reports using Microsoft Excel
- Coached, trained, and delegated tasks to 5 team members to meet specific department goals
- Handling incoming and outgoing phone calls from customers to immediately resolve issues with online orders
- Processing fare media orders from MTA's internet, mail and direct sales areas
- Contacting customers and MTA staff via email pertaining to Transit Store business
Information Agent
MTA Transit Information Call Center
06.2019 - 05.2020
- Documenting caller complaints and compliments via Trapeze
- Display excellent communication skills with customers via telephone by coordinating routes to specified destinations using MTA's public transit system
- Answering between 100-200 telephone inquiries per day in a professional, timely and accurate manner, while utilizing a computer to simultaneously access, enter, and retrieve data
- Reading maps and service schedules to help guide customers on their intended route.
Ticket Agent/Security Officer
Maryland Science Center
03.2001 - 01.2020
- Responded to visitor inquiries related to services or accommodations and promptly addressed issues or complaints
- Answered customer inquiries regarding ticket availability, pricing, and event information via telephone and in-person
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts
- Preparing bank deposits, generating daily cash reports via computer, and recording ticket sales
- Maintaining order and ensuring safety for employees and guests
Telephone Operator II
Municipal Telephone Exchange
10.1998 - 09.2018
- Operated switchboard to route approximately 100-150 incoming calls per day to appropriate departments, as well as fielded customer service requests for the 311 Call Center
- Responded to customer inquiries with patience and positivity, combined with demonstrating great problem solving skills, while working in a high-volume, pressure-filled call center.
- Used a computer to complete various tasks such as sending emails, scheduling conference calls and submitting telephone repair orders
Education
Bachelor of Science - Cyber Security Technology
University of Maryland Global Campus
Hyattsville, MD06-2027
Skills
- Proficient in Microsoft Office Suite
- Experienced in Python programming
- Linux administration
- Network configuration
- Skilled in navigating Windows 11
- Call center support expertise
Certification
- CompTIA A+ Certification
Timeline
Accounting Specialist
MTA Transit Store
06.2020 - Current
Information Agent
MTA Transit Information Call Center
06.2019 - 05.2020
Ticket Agent/Security Officer
Maryland Science Center
03.2001 - 01.2020
Telephone Operator II
Municipal Telephone Exchange
10.1998 - 09.2018
Bachelor of Science - Cyber Security Technology
University of Maryland Global Campus