Joe Adelman
Springfield,VA
Summary
With a proven track record at AWS, I excel in conflict mediation and risk mitigation, enhancing customer trust and safety. My experience spans technical support to strategic procurement, achieving a 95% educational benchmark. Skilled in active learning and analytical thinking, I drive meaningful improvements and foster strong relationships.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Trust & Safety Customer Advisor
AWS
07.2023 - Current
- Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Documented customer interactions in internal database to maintain complete customer service history.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Expert in conflict resolution and technical support for customers experiencing abuse or service issues.
- Skilled in crafting compelling customer stories that drive meaningful changes and improvements.
Volunteer Education Instructor
Saint Raymon of Penafort
09.2016 - Current
- Helped students explore concepts with engaging, learning-focused activities.
- Fostered student curiosity and interest through creative hands-on activities.
- Consistently set and met educational benchmarks, resulting in students averaging 95% on standardized tests.
Trust & Safety Specialist
AWS
07.2019 - 12.2021
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
- Engaged in detailed technical discussions with customers to resolve issues effectively.
- Translated complex customer technical requirements into clear, concise written documentation.
- Troubleshot account and infrastructure problems, making informed recommendations based on technical documentation.
- Managed team performance through data analysis, identifying and resolving bottlenecks.
- Facilitated constructive discussions with customers regarding key usage, security, and data sensitivity requirements.
Trust & Safety Risk Investigator
AWS
07.2019 - 12.2021
- Worked with computer systems with understanding of technology components
- Demonstrated knowledge in cloud computing, internet, software, and network systems
- Working knowledge of Amazon products and service, including account management and account security
- Able to utilize and located critical technical documents and SOP's
Youth Mentor Volunteer
Saint Raymond of Penafort
08.2020 - Current
- Provided guidance and support to participants to promote memorable experiences.
- Adhered to privacy policies and procedures for served populations.
- Coordinated activities providing safety requirements for participation.
- Provided positive role modeling for youngsters through dress and personal behavior.
- Monitored and observed participants and reported concerns to supervisor for immediate attention.
Material and Procurement Specialist
MOM's Organic Market
09.2015 - 12.2018
- Maintained effective and lasting vendor relationships through dynamic communication, collaboration, and intelligent questioning skills.
- Oversaw inventory control, accounting, and supply reports.
- Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
- Analyzed market trends and identified optimal sources of supply to maximize cost savings.
- Collaborated with stakeholders to align supply chain processes with organizational goals.
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Oversaw product purchasing and valuation, ensuring high-quality inventory and cost-effectiveness.
- Trained staff on job skills and operational procedures, enhancing team efficiency and reducing waste.
Sergeant-Electronics Maintenance Tech
US Army
04.2003 - 04.2008
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Coordinated and developed training programs and materials, improving job skills and organizational compliance for over 40 personnel.
- Evaluated and enhanced the effectiveness of 25 training programs, instructors, and materials annually.
- Tested, assembled, and installed 25 electrical components and communications systems monthly, troubleshooting issues and performing repairs on systems valued at $1,000,000.
- Documented operational activities, interpreted technical blueprints, and completed 500 repairs annually, ensuring efficient equipment functionality.
Education
Bachelor of Science - Psychology
George Mason University
Fairfax, VASkills
- Active Learning
- De-Escalation Techniques
- Customer Service
- Quality Control
- Account Management
- Order Processing
- Relationship Building
- Conflict Mediation
- Analytical Thinking
- Risk Mitigation
- Data Interpretation
Certification
- AWS Certified Cloud Practitioner Issued Sept 2023
Timeline
Trust & Safety Customer Advisor
AWS
07.2023 - Current
Youth Mentor Volunteer
Saint Raymond of Penafort
08.2020 - Current
Trust & Safety Specialist
AWS
07.2019 - 12.2021
Trust & Safety Risk Investigator
AWS
07.2019 - 12.2021
Volunteer Education Instructor
Saint Raymon of Penafort
09.2016 - Current
Material and Procurement Specialist
MOM's Organic Market
09.2015 - 12.2018
Sergeant-Electronics Maintenance Tech
US Army
04.2003 - 04.2008
Bachelor of Science - Psychology
George Mason University