GABRIELLE ADAMS
Chattanooga,TN
Summary
Training and Customer Service Professional experienced in leading and developing employees through group instruction and one-on-one coaching. Achieved enhanced employee performance by clearly communicating procedures and providing individualized guidance. Focused on driving compliance and efficiency in authorization processes while fostering collaboration and adaptability to meet organizational needs.
Overview
11
11
years of professional experience
Work History
Cost Authorization Agent
HomeServe
Chattanooga, TN
02.2025 - Current
- Managed cost authorization processes, ensuring compliance with company procedures and accuracy in documentation.
- Communicate procedures, requirements, and authorization decisions clearly to customers and internal stakeholders.
- Answer questions, resolve concerns, and provide guidance throughout the authorization process.
- Collaborated with internal teams to enhance service efficiency and achieve timely resolutions for customer needs.
- Applied critical thinking and problem-solving skills to resolve disputes, fostering professionalism and customer satisfaction.
Customer Service Representative / Team Lead
MedSrv/NACS
Chattanooga, TN
02.2023 - 11.2024
- Resolved escalated customer concerns using active listening, sound judgment, and conflict-resolution techniques.
- Guided employees in job responsibilities, customer interaction expectations, and service standards to enhance job performance.
- Guided employees through job responsibilities, customer interaction expectations, procedures, and service standards to support successful job performance.
- Facilitated transition from initial instruction to independent performance, boosting employee confidence and effectiveness.
- Helped employees transition from initial instruction to independently performing their responsibilities effectively and confidently.
- Identified coaching opportunities to drive continuous improvement and enhance employee performance.
- Supported continuous improvement by identifying opportunities for additional coaching and helping employees strengthen performance.
- Completed bi-weekly payroll for [Number] employees.
OD Coordinator
VisionWorks
Chattanooga, TN
05.2021 - 12.2022
- Coordinated contact lens orders, patient referrals, and customer service activities to enhance patient experience in a fast-paced healthcare environment.
- Guided patients through ordering and referral procedures, addressing questions to ensure a smooth process.
- Maintained accurate information and communicated effectively with patients and team members to support seamless operations.
Assistant Director / Script Supervisor
Independent Film
Chattanooga, TN
05.2020 - 04.2021
- Directed schedules and responsibilities of production team to align efforts and meet project goals.
- Communicated instructions and priorities to ensure smooth execution of production activities.
- Monitored workflow to uphold quality standards throughout production process.
Caregiver / Pneuma Church
Pneuma Church
Chattanooga, TN
07.2015 - 02.2021
- Coordinated schedules and delivered reliable support in structured caregiving environment, ensuring continuity of care.
- Facilitated effective communication with children, families, and team members, prioritizing safety and consistency.
- Provided compassionate care and support to individuals with diverse needs.
- Assisted clients in daily living activities, promoting independence and dignity.
- Developed personalized care plans based on individual preferences and requirements.
Education
High School Diploma -
East Ridge High School
Chattanooga, TN01.2013
Skills
- Process Compliance
- Customer Guidance
- Dispute Mediation
- Continuous Improvement
- Cross-Functional Collaboration
- Cross-Functional Leadership
- Service Quality
- Process Training
- Office and Google tools
- Critical Thinking
- Active Listening
- Effective Communication
- Employee Mentoring
- Customer relations
- Professionalism and courtesy
- Data entry proficiency
ADDITIONAL EXPERIENCE
Assistant Camera, Craw Productions – Atlanta, GA (Jul 2021) | Sales Associate, Kohl's – Chattanooga, TN (2017) | Associate, Jimmy John's – Chattanooga, TN (2016–2017) | Host, Sticky Fingers – Chattanooga, TN (2014–2015)
Timeline
Cost Authorization Agent
HomeServe
02.2025 - Current
Customer Service Representative / Team Lead
MedSrv/NACS
02.2023 - 11.2024
OD Coordinator
VisionWorks
05.2021 - 12.2022
Assistant Director / Script Supervisor
Independent Film
05.2020 - 04.2021
Caregiver / Pneuma Church
Pneuma Church
07.2015 - 02.2021
High School Diploma -
East Ridge High School