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

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.
• Conducted weekly team meetings
• Wrote yearly and semi-yearly employee reviews
• Served as liaison between YP and product vendors

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