Adam Sutton Email & Phone Number

San Francisco Bay Area

• Leverage technical writing to create LMS training modules through Evolve/Intellum.
• Authored 200+ Guru knowledge base articles, achieving a 90% adoption rate through guided ongoing education for both technical and non-technical staff.
• Train new agents on their roles in an 8 week course through case auditing and daily instructor led courses.
• Create presentations to spark new initiatives such as utilizing AI for our initial chat greetings.
• Positively impacted company culture through the Core Values Committee and ongoing Culture Flow Advocacy panel.
• Co-host a monthly remote employee experience forum that gathers valuable feedback on how to improve the remote employee experience.

Austin, Texas, United States

• Organized deescalation efforts while collaborating closely with payment processors and engineers, ensuring positive member interactions and issue resolution
• Played a pivotal role in enhancing software efficiency by identifying weaknesses, brainstorming solutions, and facilitating communication between team members and clients through bug reporting and translation of.
• Maintained and exceeded a goal of 93% CSAT and 50-60 cases per day by averaging 96.4% CSAT and 67 cases

Austin, Texas

• Cultivated robust client relationships and streamlined lead management processes through spreadsheets.
• Led an operations team that surpassed goals of a 60% close rate (67%) and 90% satisfaction rate (94%).
• Created onboarding documentation, ongoing educational exercises, and documentation on expectations for SOPs in order to meet client and vendor SLAs.

Austin, TX, United States

Omaha, NE

• Orchestrated seamless relocations for clients' employees and families, providing end-to-end support, from home sales to coordinating physical moves with van lines
• Maintained a customer service track record, consistently achieving customer service scores of 92% or higher, surpassing goal of 90%, while meticulously documenting every aspect of transferee moves to ensure.

Omaha, NE

• Provided invaluable support to the Account Executive in the relocation industry, serving as the primary liaison with various stakeholders, including real estate agents, rental finders, van lines, and local closing.
• Conducted meticulous title and addendum reviews while efficiently managing office tasks and electronic document workflows to ensure seamless operations.

Millard

• Proactively managed customer relationships and identified opportunities for business growth while ensuring high-quality customer care.
• Demonstrated expertise in loan origination, account maintenance, and financial services, fostering client trust and satisfaction through organized, efficient, and professional interactions.