ADRIAN DANCY
Union City
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Intuit
Union City
12.2024 - Current
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded quickly to customer inquiries, needs and problems.
- Conducted testing of software and systems to ensure quality and reliability.
Cargo Ramp Agent
DHL
Atlanta
03.2024 - 11.2024
- Calculated total weight of packages for billing purposes using scales or hand calculators.
- Operated equipment to support on-ground operations in between flights.
- Positioned and pushed aircraft from remote airport locations to specified areas for operation.
- Collaborated with customs and security personnel to facilitate smooth cargo inspections.
- Organized warehouse space according to size and type of items stored therein.
- Updated and maintained accurate records of baggage and cargo handling activities.
- Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
Customer Support Specialist
Teleperformance
Austin
04.2023 - 01.2024
- Investigated customer complaints regarding product quality or service rendered.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Created detailed reports on customer feedback for management review.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Assisted customers with product installation, troubleshooting, and usage questions.
Manufacturing Production Associate
Tesla Gig factory
Austin
10.2022 - 04.2023
- Assisted in the assembly of parts for production machines.
- Followed detailed assembly instructions, processes, and procedures for product assembly.
- Performed routine maintenance on production machinery and equipment.
- Operated forklift and pallet jacks to unload materials, move loads to staging area or transport over short distances
- Conducted minor repairs on malfunctioning machines when necessary.
Customer Service Representative
United Healthcare Group
Austin
10.2020 - 09.2022
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated accounts with recent information and processed customer payments.
- Promoted available products and services to customers during service, account management and order calls.
- Resolved customer complaints promptly and efficiently.
- Processed customer account changes with proprietary software.
Team Leader
United States Army
Fort Hood
01.2017 - 08.2020
- Led, conducted, and mentored as a member of an infantry unit of 20-50 people
- Operated both mounted and dismounted to close with and destroy enemy
- Employed, operated, and maintained assigned weapons and equipment
- Assisted in the construction of fortification and barriers, including mine fields and obstacles
- Maintained physical fitness and described human health issues
- Ran communication lines between forward operating bases during high intensity conflict situations.
- Mobilized vehicles, troops and weaponry to conduct reconnaissance missions.
- Executed patrol operations in diverse terrains to maintain area security.
- Educated junior infantrymen in tactics, weapons handling, and field survival skills.
- Repaired and maintained equipment such as radios, weapons systems, vehicles, night vision goggles and other mission essential items.
- Inspected gear prior to deployment to ensure proper functioning and safety standards were met.
- Conducted debriefings post-mission to assess performance and identify areas for improvement.
Education
Associate of Science - Kinesiology
Auburn University of Montgomery
Montgomery, AL08.2017
Associate of Science - Physical Therapy
Faulkner University
Montgomery, AL08.2016
High School Diploma -
Restoration Academy
Fairfield, AL05.2014
Skills
- Microsoft Office
- Mac
- Microsoft Windows
- Team Management
- Explosive Safety
- Firearm Handling
- Combat
- Public Speaking Training
- Customer service
- CRM software
- Customer relationship management
- Product knowledge
- Conflict resolution
- Communication skills
- Attention to detail
- Feedback collection
- Time management
- Active listening
- Payment processing
- Adaptability and flexibility
- Quality assurance
- Salesforce
- Remote support tools
- Customer relationship management (CRM)
- Call center experience
- [Product or service] support
- Email communication
- Complaint handling
Military Training
- Equal Employment and Opportunity Training
- Sexual Harassment Prevention Training
- Suicide Prevention Training
- Disaster Prepared Training
- Advanced First Aid Training
Timeline
Customer Support Specialist
Intuit
12.2024 - Current
Cargo Ramp Agent
DHL
03.2024 - 11.2024
Customer Support Specialist
Teleperformance
04.2023 - 01.2024
Manufacturing Production Associate
Tesla Gig factory
10.2022 - 04.2023
Customer Service Representative
United Healthcare Group
10.2020 - 09.2022
Team Leader
United States Army
01.2017 - 08.2020
Associate of Science - Kinesiology
Auburn University of Montgomery
Associate of Science - Physical Therapy
Faulkner University
High School Diploma -
Restoration Academy
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