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 technical jargon• 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 comprehensive coverage

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 agents.• 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.