ERICA ADAMS
COLUMBUS
Summary
Customer Support Representative and Data Analyst with over a decade of experience in delivering exceptional customer service and technical support. Demonstrates strong skills in Salesforce, Microsoft Office, and help desk operations, effectively communicating complex information to diverse audiences. Adept at collaborating with cross-functional teams to resolve issues, ensuring compliance with federal regulations, and maintaining high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Data Entry Clerk
Cognizant Technologies
Columbus
05.2025 - 12.2025
- Processed high volumes of data entries efficiently and accurately.
- Maintained organized records for easy retrieval and reference.
- Utilized data management software to input and update information.
- Created spreadsheets to track data entries.
Technical Support Representative
Small Business Administration
Columbus
02.2023 - 05.2025
- Provide technical support and troubleshooting assistance to clients.
- Provide exceptional customer service to clients by promptly responding to inquiries, concerns, and requests.
- Maintain a thorough understanding of federal contracts and regulations to effectively assist clients with compliance.
- Resolved customer inquiries related to loans and grants efficiently.
- Effectively communicate complex technical information to non-technical customers.
- Collaborate with cross-functional teams to resolve technical issues promptly.
- Remote
Customer Service Representative
FEMA Contractor
08.2022 - 01.2023
- Conducted registration intake, assisting disaster-affected individuals.
- Managed helpline support, addressing inquiries and concerns with empathy.
- Provided Tier 1/2 support for FEMA programs, ensuring accurate and timely assistance.
- Resolved customer issues promptly and maintained a high level of customer satisfaction.
- Remote
- Assisted clients with disaster assistance applications and benefits inquiries.
Data Entry Clerk
Kelly Service Temp
West Point
03.2022 - 08.2022
- Transferred data from paper formats into Microsoft Excel files and database systems.
- Ensured data accuracy and maintained a high level of organization for efficient data retrieval.
- West Point, GA
Customer Service Representative
Change Healthcare
10.2021 - 03.2022
- Assisted patients with scheduling doctor appointments and inquiries about their health charts.
- Maintained a high level of professionalism and empathy.
- Member Enrollment & Claims Processing using Facet.
- Remote
Patient Service Representative
Accenture
05.2020 - 10.2021
- Managed loan approval processes and provided guidance to customers regarding beneficiaries.
- Handled inbound calls efficiently, addressing customer needs and inquiries promptly.
- Addressed patient concerns and inquiries with patience and courtesy.
- (Contractor) Remote
- Assisted patients with appointment scheduling and confirmation processes.
Risk Analyst
Ingo Money, Inc.
Cordele
12.2018 - 05.2020
- Verified checks for various banks, ensuring compliance with security and fraud prevention measures.
- Conducted cold calling to banks to establish and maintain relationships.
- Expertly identified and declined fraudulent checks, safeguarding the company's interests.
- Cordele, GA
Customer Service Representative
Teleperformance
Albany
12.2017 - 12.2018
- Successfully sold DirecTV products to customers, meeting and exceeding sales targets.
- Provided top-notch assistance to AT&T customers, resolving billing and technical issues.
- Albany, GA
Aide Assistant
Open Health Care Clinic
Albany
06.2016 - 12.2017
- Offered comprehensive care services, including bathing, feeding, and dressing patients.
- Ensured a safe and comfortable environment for patients, promoting their well-being.
- Albany, GA
Aide
TMG HEALTH
Detroit
02.2014 - 06.2016
- Delivered compassionate care to patients, focusing on their physical and emotional needs.
- Assisted with patients' feeding and maintained a clean and organized care environment.
- Detroit, MI
Education
HIGH SCHOOL OR EQUIVALENT -
Dougherty Comprehensive High School
USSkills
- Data Entry
- Risk Analysis
- Sales
- Cold Calling
- Customer Support
- Salesforce
- Epic
- Help Desk
- Microsoft Word
- Microsoft Office
- Windows
- SAP
- Fraud Prevention
Timeline
Data Entry Clerk
Cognizant Technologies
05.2025 - 12.2025
Technical Support Representative
Small Business Administration
02.2023 - 05.2025
Customer Service Representative
FEMA Contractor
08.2022 - 01.2023
Data Entry Clerk
Kelly Service Temp
03.2022 - 08.2022
Customer Service Representative
Change Healthcare
10.2021 - 03.2022
Patient Service Representative
Accenture
05.2020 - 10.2021
Risk Analyst
Ingo Money, Inc.
12.2018 - 05.2020
Customer Service Representative
Teleperformance
12.2017 - 12.2018
Aide Assistant
Open Health Care Clinic
06.2016 - 12.2017
Aide
TMG HEALTH
02.2014 - 06.2016
HIGH SCHOOL OR EQUIVALENT -
Dougherty Comprehensive High School