Poushae Adams
Mesquite,TX
Summary
Results-driven and compassionate professional with 8+ years of security experience, 5+ years in customer service and call center operations, and hands-on experience in home health care and insurance support. Skilled in client intake, eligibility verification, documentation review, safety monitoring, transportation coordination, and conflict resolution. Proven ability to manage high-volume interactions, enforce policies, protect confidential information (HIPAA compliant), and provide dependable support to diverse populations. Recognized for strong situational awareness, professionalism under pressure, and the ability to balance safety, compliance, and customer care in fast-paced environments. CPR/First Aid certified with a commitment to service excellence and community support.
Overview
14
14
years of professional experience
Work History
Home Health Aide
Best ProviderCare Services
Garland, TX
12.2025 - Current
- Provided direct in-home care and daily living assistance to clients
- Assisted with bathing, dressing, grooming, meal preparation, and mobility support
- Monitored vital signs and reported changes in health conditions
- Administered medications as directed and maintained accurate care logs
- Ensured a safe, clean, and supportive living environment
- Assisted with transportation to medical appointments and errands
- Communicated regularly with family members and healthcare professionals
- Maintained confidentiality and adhered to care plans and safety protocols
Security Officer
Allied Universal Security Services
Dallas, TX
11.2022 - 10.2025
- Conduct intake screening by verifying identification and documentation
- Maintain accurate incident and safety reports in compliance with company policy
- Monitor facility access and transportation areas to ensure public safety
- Managed crowd control and traffic flow.
- Conducted inspections and security screenings
- Provide professional assistance to visitors, residents, and staff
- Respond to emergencies while maintaining calm, controlled environments
Participant Services Representative
Aspira
Irving, TX
04.2019 - 09.2021
- Assisted clients with program enrollment, account updates, and service adjustments
- Managed high-volume inbound/outbound calls (100+ daily)
- Reviewed and processed documentation in accordance with program guidelines
- Educated clients on policies, procedures, and available services
- Maintained confidentiality of sensitive client information
- Provided exceptional customer support by addressing inquiries and resolving issues in a timely manner.
Security Officer
Maltos Security Group
Irving,Tx
02.2018 - 03.2019
- Conducted routine patrols to ensure site safety and compliance
- Responded promptly to alarms and emergency situations
- Coordinated with law enforcement and emergency responders
- Completed detailed incident reports and maintained communication logs
Customer Service Representative
ACS Group
Dallas, TX
03.2016 - 01.2018
- Assisted customers with billing, service updates, and account concerns
- Oversaw maintenance of accurate customer data across multiple systems.
- Provided professional, timely problem resolution
Customer Service Representative
AEGIS COMMUNICATIONS, Humana Insurance
Irving, TX
05.2012 - 11.2014
- Assisted members with health insurance benefits, claims, billing, and coverage inquiries
- Explained policy details, eligibility requirements, and plan options clearly and accurately
- Handled high-volume inbound calls while maintaining quality and compliance standards
- Verified member information and updated accounts in secure systems
- Documented all interactions thoroughly to ensure regulatory compliance
- Resolved complex member concerns with professionalism and empathy
- Navigated multiple systems simultaneously to access plan information and process requests
- Maintained HIPAA compliance and protected confidential health information
- Escalated unresolved issues appropriately to supervisors or specialized departments
- Met or exceeded performance metrics including call quality, handle time, and customer satisfaction
Education
High School Diploma -
Higher Heights Private School
Skills
Security Operations & Surveillance
Client Intake & Eligibility Verification
Home Health & Personal Care Support
Transportation & Appointment Coordination
Access Control & Policy Enforcement
Crisis Response & De-escalation
Incident & Care Documentation
High-Volume Customer Service (100 Calls Daily)
Confidential Records & HIPAA Compliance
Emergency Response & Safety Procedures
Data Entry & Multi-System Navigation
Public Assistance & Client Advocacy
Timeline
Home Health Aide
Best ProviderCare Services
12.2025 - Current
Security Officer
Allied Universal Security Services
11.2022 - 10.2025
Participant Services Representative
Aspira
04.2019 - 09.2021
Security Officer
Maltos Security Group
02.2018 - 03.2019
Customer Service Representative
ACS Group
03.2016 - 01.2018
Customer Service Representative
AEGIS COMMUNICATIONS, Humana Insurance
05.2012 - 11.2014
High School Diploma -
Higher Heights Private School