ADRIAN JONES
Atlanta
Summary
Focused Customer Service based employee with over 10 years of success in leadership,Sales, Staff Supervision, Revenue Cycle and Asset protection. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch sales professional at communicating with customers to solve problems and encouragement of sale.
Overview
15
15
years of professional experience
Work History
Assistant Community Manager
Camden
11.2023 - Current
- Streamlined operations by communicating efficiently with clients, keeping meticulous records, budget management, and internal collaboration.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Coordinated with legal counsel to resolve tenant disputes.
- Maximized rental income while minimizing expenses through effective planning and control.
- Hired/train employees to exceed company standards.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
Customer Service Manager
Millennium Health LLC
04.2019 - 09.2023
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Organized special events such as webinars or live Q&A sessions to provide additional support for customers.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Revenue Cycle Specialist
Cleveland Clinic Hospital
10.2016 - 03.2019
- Reviewed patient accounts to ensure accuracy and completeness of information.
- Performed account reconciliations between insurance companies and internal systems.
- Researched discrepancies on unpaid invoices and reconciled them.
- Maintained current knowledge of insurance policies, procedures, regulations, and guidelines.
- Assisted in training new staff members on departmental policies and procedures related to revenue cycle activities.
- Ensured compliance with HIPAA regulations regarding the protection of confidential information.
- Performed financial calculations for amounts due, interest charges and balances.
- Prepared reports to track aging of receivables and other metrics.
- Provided customer service support by responding to inquiries from patients, physicians, and insurance carriers via telephone or email.
Senior Customer Service Manager
Walmart
01.2010 - 09.2016
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Monitored inventory levels and placed orders to restock shelves.
- Established customer service standards and monitored staff compliance.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Created weekly work schedules for store personnel.
- Performed regular price checks to ensure competitive pricing.
- Updated POS system with new products and promotional offers.
- Planned special promotions or discounts based on market trends.
- Provided feedback on marketing campaigns to improve effectiveness.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
Education
High School Diploma -
Riverdale High School
Riverdale, GA05.2011
Skills
- Performance Evaluation
- Sales
- Leasing
- Workflow Management
- Team Building and Leadership
- Handling Escalations
- Positive and Constructive Feedback
- Call Center Operations
- Policy Enforcement
- Time Management
- Problem-Solving
- QA
- Customer Service
- Employee Scheduling
- Training and Mentoring
- Property management
- Document control
Timeline
Assistant Community Manager
Camden
11.2023 - Current
Customer Service Manager
Millennium Health LLC
04.2019 - 09.2023
Revenue Cycle Specialist
Cleveland Clinic Hospital
10.2016 - 03.2019
Senior Customer Service Manager
Walmart
01.2010 - 09.2016
High School Diploma -
Riverdale High School
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