Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Technical Tools
Timeline
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Quanda Adams

Houma

Summary

Dynamic customer service professional with a proven track record at Conduent, achieving a 95% first-contact resolution rate. Skilled in conflict resolution and CRM management, I excel in delivering exceptional client experiences while maintaining HIPAA compliance. Recognized for enhancing response times and consistently exceeding performance metrics.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative (Remote)

Conduent
11.2021 - 09.2024
  • Managed high-volume inbound calls and chat inquiries from patients and providers, addressing billing, eligibility, and benefit-related questions.
  • Resolved healthcare service issues in compliance with HIPAA standards, achieving a 95%+ first-contact resolution rate.
  • Utilized Zendesk and knowledge base resources to reduce average response time by 20%.
  • Consistently ranked among top performers in customer satisfaction metrics.

Customer Service Specialist

Credit Acceptance
02.2019 - 11.2021
  • Delivered account support for auto loan customers, including payment processing, billing disputes, and payoff inquiries.
  • Maintained thorough case documentation within CRM to ensure accurate follow-up and resolution tracking.
  • Recognized quarterly for exceeding service level agreements and delivering high-quality call outcomes.
  • Specialized in handling escalated calls with professionalism and conflict-resolution techniques.

Customer Service Representative

Sprint
11.2017 - 01.2019
  • Provided tier-1 support for wireless customers, resolving issues with devices, billing, and service plans.
  • Processed returns, plan changes, upgrades, and security verification with attention to accuracy.
  • Improved customer loyalty by promoting value-added services and minimizing service interruptions.

Client Services

Cenergy International
01.2014 - 11.2017
  • Served as a liaison between clients and internal departments for project scheduling and delivery tracking.
  • Managed service requests, documentation, and follow-up communications to ensure client satisfaction.
  • Resolved service delays by coordinating cross-functional teams and escalating urgent concerns.

Customer Service Manager

Walmart
03.2008 - 01.2014
  • Led daily front-end operations, supervising cashiers and resolving complex customer service issues.
  • Trained over 20 new associates, reducing onboarding time by 30% through hands-on coaching.
  • Monitored key performance indicators to maintain low wait times and high customer satisfaction scores.
  • Oversaw cash handling procedures and implemented loss prevention strategies on the sales floor.

Education

Some College (No Degree) -

Lane College
Jackson, TN

Some College (No Degree) - Business Management

Albany State University
Albany, GA

Skills

  • Customer relationship management
  • Conflict resolution
  • Empathetic communication
  • Multitasking
  • Data entry accuracy
  • HIPAA compliance
  • Time management
  • Chat and email support

Certification

  • Certified in Customer Service Excellence
  • Healthcare Customer Support Training (HIPAA Awareness)

Accomplishments

  • Resolved 95%+ of customer inquiries on first contact at Conduent
  • Recognized for top customer satisfaction scores three quarters in a row at Credit Acceptance
  • Trained and mentored new hires at Walmart, reducing onboarding time by 30%
  • Assisted in implementation of chat-based support processes at Sprint, improving response time by 20%

Technical Tools

  • Zendesk
  • Microsoft Teams
  • Microsoft Office Suite
  • Remote desktop tools (e.g., Citrix, VPN)
  • Internal knowledge base systems
  • Ticketing systems

Timeline

Customer Service Representative (Remote)

Conduent
11.2021 - 09.2024

Customer Service Specialist

Credit Acceptance
02.2019 - 11.2021

Customer Service Representative

Sprint
11.2017 - 01.2019

Client Services

Cenergy International
01.2014 - 11.2017

Customer Service Manager

Walmart
03.2008 - 01.2014

Some College (No Degree) -

Lane College

Some College (No Degree) - Business Management

Albany State University

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