Karrica Adams
Eatonton,GA
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Unitedhealthcare(Optum)
10.2024 - Current
- Provided top quality control and eliminated downtime to maximize revenue.
- Conducted regular follow-up calls with customers after resolving their issues.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Collected deposits or payments and arranged for billing.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Team Lead/General Assembler
Bard Manufacturing Inc
Madison, GA
06.2022 - 10.2024
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Completed accurate assembly work by positioning and aligning components.
- Collaborate with team members to optimize workflow processes within the department.
- Reviewed blueprints and schematics to fabricate products according to necessary specifications.
- Removed physical refuse and debris and organized tools to maintain safe work environment.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
- Maintained inventory of job materials.
- Identified and resolved assembly and production issues or malfunctions.
- Performed visual and mechanical quality verifications to meet customer specifications.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Established clear team goals aligned with company objectives, tracking progress regularly.
Claim Specialist
Moms Meals
01.2021 - 03.2022
- - Review and analyze insurance claims to determine coverage, liability, and settlement eligibility
- - Conduct thorough investigations by gathering relevant information, such as medical records, police reports, and witness statements
- - Assess the validity of claims based on policy provisions, contractual agreements, and applicable laws and regulations
- - Communicate with policyholders, claimants, and other stakeholders to gather additional details, provide updates, and address inquiries or concerns
- - Collaborate with internal departments, including underwriting, legal, and risk management, to obtain necessary documentation and support for claim processing
- - Monitor claim status and follow up on pending or unresolved issues to ensure timely resolution and closure
- - Maintain accurate records of claim activities, correspondence, and payments using claims management software or databases
- - Stay informed about industry trends, regulatory changes, and best practices in claims management to enhance knowledge and skills
Customer Service Associate
Conduent-WFH
10.2019 - 01.2021
- - Interacted with customers in person and over the phone, addressing inquiries, processing orders, and handling returns or exchanges
- - Demonstrated product knowledge and provided recommendations to customers to enhance their shopping experience
- - Resolved customer complaints and issues in a professional and efficient manner, ensuring a positive resolution and customer retention
- - Maintained a clean and organized work environment, including merchandising displays and restocking inventory as needed
- - Collaborated with team members to achieve sales targets and deliver exceptional customer service across all touchpoints
- - Participated in ongoing training sessions to stay updated on product knowledge, customer service techniques, and company policies
Education
Associate Degree - Medical Education
Independence University
Salt Lake City, Utah01.2021
BBA - Human Resources Management
Strayer University
Augusta, GASkills
- - Excellent communication skills, both verbal and written
- - Strong interpersonal skills and ability to work effectively in a team
- - Proficient in using CRM software and Microsoft Office Suite
- - Problem-solving and conflict resolution abilities
- - Time management and organizational skills
- - Adaptability and flexibility in a dynamic work environment
- Microsoft office
- CRM software
Summary of Qualifications
- - Extensive experience in providing excellent customer service in various industries, including retail, hospitality, and telecommunications.
- - Proficient in resolving customer inquiries, complaints, and issues promptly and effectively.
- - Skilled in active listening, problem-solving, and conflict resolution techniques to ensure customer satisfaction.
- - Strong interpersonal skills with the ability to build rapport and establish positive relationships with customers and team members.
- - Detail-oriented and organized with the ability to multitask and prioritize tasks in a fast-paced environment.
- - Proficient in using customer relationship management (CRM) software and other relevant technology tools.
Timeline
Customer Service Representative
Unitedhealthcare(Optum)
10.2024 - Current
Team Lead/General Assembler
Bard Manufacturing Inc
06.2022 - 10.2024
Claim Specialist
Moms Meals
01.2021 - 03.2022
Customer Service Associate
Conduent-WFH
10.2019 - 01.2021
Associate Degree - Medical Education
Independence University
BBA - Human Resources Management
Strayer University