Aaron Adams-Music Email & Phone Number

Norcross, Ga

Panama City Beach, Florida

Alpharetta, Ga

• Answer inbound ACD calls from pharmacies across the US as well as from out Level 1 Support Team• Respond to inbound emails and trouble tickets submitted by customers• Troubleshoot problems reported with proprietary insurance processing application, Windows, and third-party insurance providers• Identify configuration problems with hardware including printers, image scanners, barcode scanners and computer workstations and peripherals• Help customers review and adjust rejected insurance claims• Issue replacement devices under contract as needed• Handle escalated issues identified by out Level 1 Support Team• Work with other teams and vendors to ensure customer concerns are handled to full and satisfactory resolution• Responsible for tracking and coordinating staged updates for major pharmacy chains prior to upgrade, reducing customer down time• Assist in the ongoing training of Level 1 support specialists and initial training of new hires

Alpharetta, Ga

Temporary Assignment

Tucker, Ga

• Managed a small team of search engine marketing specialists (previously 30+ employees and contractors)• Monitored ACD calls to insure quality and provide feedback• Acted as a first point of contact for the I.T. department for computer and network-related issues for my team including: o New user setup o Microsoft Office including Excel, Outlook and Exchange issues o Network administration for Windows XP, Windows Vista and Windows 7 o Software installation, troubleshooting, configuration and training o Mapping and troubleshooting public share drives and general connection issues• Conducted weekly team meetings• Wrote yearly and semi-yearly employee reviews• Served as liaison between YP and product vendors• Generated reports to gauge performance, meet critical deadlines, and forecast headcount• Handled escalated issues from direct reports as well as other departments• Assisted with the initial launch of several search engine product lines, including free account trials, vendor communications, training and documentation of processes and procedures• Regularly audited reports to identify discrepancies between systems and worked to correct them as well as to identify system issues and improve processes• Previous positions include Technical Support Representative, Post-Fulfillment Product Support Representative, Department Team Lead, and Post-Fulfillment Product Support Supervisor, respectively

Greater Atlanta Area

• Supervised a team of 10 to 15 sales representatives• Assisted in establishing sales goals, strategies and procedures• Supervised staff training, motivational and incentive programs and adherence to personnel policies and standards • Conducted daily pre-shift meetings as well as weekly team meetings• Monitored staff productivity, phone queue data and quota levels, and recommended procedural changes and/or training to improve results • Monitored sales calls on a regular basis for product knowledge, sales skills and representation of company policy and provided feedback as needed • Handled escalation calls and recommended corrective solutions to customer concerns• Wrote and conveyed monthly performance reviews to direct reports• Responsible for setting individual and team goals and managing performance and attendance• Monitored inbound ACD calls and provided feedback• Designed, implemented and updated online tools and information resources for the Consumer Sales Department