Tasha Adams
Supervisory
Jacksonville,AR
Summary
Experienced Supervisor bringing 8+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. I am service-oriented and excel when in a fast paced environment. Specializing in quality, speed, and performance improvements all while in compliance with company policy. Resourceful Supervisor driven to exceed customer expectations and maximize satisfaction. Bringing years of experience in dynamic roles, with success in both autonomous, team, and leadership contexts. Highly skilled in conflict resolution and diplomatic communication.
Overview
1
1
Certification
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service Supervisor
Nexcom
Gulfport, MS
03.2019 - 10.2020
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed and authenticated customer exchanges, voids and returns.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Monitored customer service operations to assess agent performance and provide feedback.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Softlines Supervisor
AAFES
Biloxi, MS
07.2017 - 03.2019
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions.
- Conducted, evaluated and created cycle counts to verify accurate inventory.
- Assisted customers in selecting retail products by explaining features and benefits, discussing price points and asking open-ended questions.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Trained team members in successful strategies to meet operational and sales targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Submitted reports to senior management to aid in business decision-making and planning.
- Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Opened and closed store independently when needed and prepared nightly bank drop for manager.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Educated customers on promotions to enhance sales.
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Military Clothing Supervisor
AAFES
Virginia Beach, VA
09.2015 - 07.2017
- Oversaw frequent store recoveries to keep sales floor organized and presentable.
- Effectively coached team members to reach weekly and monthly sales goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
- Trained team members in successful strategies to meet operational and sales targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Corrected SKU issues and pricing discrepancies to increase accuracy
- Constructed displays and signs to promote specified products and sales promotions.
- Arranged items in favorable positions and areas of store for optimal sales.
- Met with management and executives to provide insights into sales operations and make strategy recommendations.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Built and maintained rapport with store personnel to effectively meet company and client objectives.
- Promoted exceptional customer service by engaging clients on sales floor.
Order Entry Specialist
USAA Life Insurance
San Antonio, TX
04.2011 - 10.2012
- Effectively controlled the release of proprietary and confidential information for general client lists
- Organized and coded all documents related to due diligence for acquisitions.
- Prepared necessary paperwork to process insurance sales and renewals
- Presented and clearly explained insurance policy options to clients based on their needs and goals
- Developed life insurance and commercial insurance leads to meet monthly sales targets
- Pursued continuing education and training programs to continue professional development
- Ensured proper application of agency policies by reviewing, classifying, coding and rating applications
- Researched coverage and premium options and supplied clients with the best coverage available
- Double-checked customer policies and information before filling out order forms to prevent unnecessary delays and errors.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Used coordination and planning skills to achieve results according to schedule.
Customer Service Representative
West Telemarketing
San Antonio, TX
09.2008 - 04.2011
- Developed highly empathetic clients relationships and earned reputation for exceeding expectations
- Extended customer enrollments in plans suitable for each consumer
- Collaborated with customer service team members to give exceptional service throughout the entire experience
- Helped customers select products that best fit their personal needs
- Compliance with HIPPA
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Informed customers about medicare and health insurance policies in a friendly and engaging manner
- Conducted weekly meetings with clients and staff to ensure the success of the company and future clients
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
Samuel Clemens High School
Schertz, TX 08.1997 - 05.2000
Skills
Personnel training and development
undefinedAccomplishments
- Sales Training Certificate 2009
- Quality Assurance Training Certificate 2009
- Became Licensed Insurance Agent (Kaplan College) 2009
- Supervisor of the Quarter 2020
Additional Information
I can multi-task, plan, organize and work for completion while maintaining and meeting deadlines set; the ability to carry out my job responsibilities with minimal supervision. I am administratively competent in record keeping, organization of filing, correspondence and recording efficiency reports. My work ethics include putting forth 110% of my abilities into my task and doing what it takes to get the job done; includes additional training, hard work, practicing as well as exhibiting company policy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Licensed Insurance Agent (Life, Accident and Health (2011-2017) - [Timeframe]
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Supervisor
Nexcom
03.2019 - 10.2020
Softlines Supervisor
AAFES
07.2017 - 03.2019
Military Clothing Supervisor
AAFES
09.2015 - 07.2017
Order Entry Specialist
USAA Life Insurance
04.2011 - 10.2012
Licensed Insurance Agent (Life, Accident and Health (2011-2017) - [Timeframe]
01-2011
Customer Service Representative
West Telemarketing
09.2008 - 04.2011
High School Diploma -
Samuel Clemens High School
08.1997 - 05.2000
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