Adina Gross
Lorton,NV
Summary
Goal oriented SME, Team Lead, with a proven record of success.
Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.
Overview
16
16
years of professional experience
Work History
Customer Success Agent
Instant Teams
09.2022 - Current
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within agency.
- Route calls appropriately to include offering some support to various locations.
- Document and communicate incoming calls ( including relevant details) in form or format requested and delivery method identified ( Slack, email, etc)
- Answer incoming calls from current or potential customers
- Determine whether or not situation warrants escalating to appropriate specialist or determine situation does not require immediate assistance at which time call will be routed to IT department to be handled in timely manner during regular business hours.
Subject Matter Expert
Alorica
12.2019 - 02.2024
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Collaborated with management to identify and prioritize new development concepts.
- Monitored and tracked user progress to identify improvement opportunities.
Lead Customer Service Agent
Alorica
12.2019 - 01.2024
- Assisted customers with product selection based on individual needs and preferences.
- Enhanced team performance, conducting regular training sessions and providing constructive feedback to agents.
- Reduced escalations by proactively identifying potential issues and implementing preventive measures accordingly.
- Implemented successful retention strategies for dissatisfied customers, minimizing churn rate while preserving long-term relationships.
- Boosted company reputation by consistently delivering exceptional customer support and maintaining positive client relationships.
- Improved call center efficiency by implementing new protocols, resulting in reduced wait times and increased first-call resolution rates.
- Led a team of customer service agents to achieve top-level performance metrics in key areas such as response time, resolution rate, and customer satisfaction scores.
- Generated detailed reports on team performance metrics, providing valuable insights into areas of improvement for management review.
- Optimized workflow processes, ensuring timely completion of assigned tasks while maintaining high-quality standards in service delivery.
- Coordinated shift scheduling to ensure adequate staffing levels and minimize overtime expenses while maintaining top-notch customer service.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Reviewed associate performance to identify training needs.
- Trained new personnel regarding company operations, policies and services.
Medical Appointment Scheduler
Ttec (TeleTech) - HealthCare Solutions
09.2021 - 01.2022
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Schedule, cancel, and reschedule patients for COVID-19 vaccine
- Greet and register patients at the community vaccine clinic location
- Provide excellent customer service and ensure accurate processing of patient demographics
Sales Associate
Soap Stories BV
07.2015 - 06.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Customer Service Representative
RIW Personalservice GmbH
01.2014 - 05.2015
- Championed cybersecurity best practices within the organization by educating users on safe computing habits and identifying potential security threats in a timely manner.
- Optimized resource utilization by regularly reviewing hardware inventory, recommending equipment upgrades or replacements when necessary.
- Enhanced customer satisfaction by providing timely and effective IT support to endusers.
- Enabled seamless business operations by ensuring continuous availability of critical systems and applications.
- Boosted efficiency of help desk processes via the creation of detailed documentation for IT policies, procedures, and troubleshooting guides.
- Contributed to overall team success through consistent achievement of performance metrics such as response time, ticket volume, and resolution rate.
- Reduced downtime during system upgrades by performing thorough testing before deployment to production environments.
- Demonstrated adaptability by staying current with industry trends and rapidly acquiring new skills as needed to support evolving business requirements.
- Collaborated with cross-functional teams to develop strategies for improving IT service delivery and user experience.
- Facilitated smooth software implementations through meticulous planning, coordination with vendors, testing compatibility with existing infrastructure, training users on new features/functions as needed.
Customer Service Representative
Bar Company Betr.
10.2008 - 10.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
GPA - UX Design
Coursera.org
Remote 07.2024
GED -
University of Agricultural Science And Veterinary
Romania 07.2009
Skills
- Positive Attitude
- Customer service and care
- Problem-Solving
- Relationship Building
- Organizational Skills
- Goal-oriented mindset
- Clear Communication
- Customer Complaint Resolution
- Documenting information
- Ensuring customer satisfaction
- Call Management
- Critical Thinking
- Flexible Schedule
- Conflict Resolution
- Technical Support
- Internet savvy
- Contract Negotiations
- Sales strategy development
- Lead prospecting
- Stress Management
- Microsoft Office
- Partnership Development
- Negotiation Management
- CRM Tracking
Languages
Romanian
Native or Bilingual
Italian
Full Professional
Timeline
Customer Success Agent
Instant Teams
09.2022 - Current
Medical Appointment Scheduler
Ttec (TeleTech) - HealthCare Solutions
09.2021 - 01.2022
Subject Matter Expert
Alorica
12.2019 - 02.2024
Lead Customer Service Agent
Alorica
12.2019 - 01.2024
Sales Associate
Soap Stories BV
07.2015 - 06.2017
Customer Service Representative
RIW Personalservice GmbH
01.2014 - 05.2015
Customer Service Representative
Bar Company Betr.
10.2008 - 10.2013
GPA - UX Design
Coursera.org
GED -
University of Agricultural Science And Veterinary
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