Adrian Devin Email & Phone Number

United States

Houston, Texas Area

Evaluated current processes to help develop improvements using the Agilemethodology and Jira in order to meet company goals, including increasingAOV by 5%, shipped orders by 10%, and efficiency by at least 20% overmultiple areas in customer service and returns processes.Assisted in QA testing to proactively address potential issues duringdevelopment cycle.Performed troubleshooting, ranking and routing of internally and externallyreported IT bugs.Conducted thorough reviews of operations and internal systems and workedwith project teams to address areas in need of improvement.Created, maintained, and edited workflow wiki documentation usingConfluence.Evaluated diverse organizational systems, such as MadCow (customizedsoftware) and Magento, to identify and improve workflow, communication andresource utilization issues, using Redmine and Jira.Collaborated with security department to improve records managementstrategies to coordinate and protect customers' PHI in compliance with HIPAA.Produced specs for creation of detailed and relevant returns and other reportsfor use in making business decisions.

Stafford, Texas, United States

Led process improvement and problem-solving efforts to employ standardprocedures and escalation policy for customer support team under theCustomer Service Manager.Participated in panel interviews and debrief sessions.Responded to credit card disputes.Evaluated and made prescription validity decisions.Conducted training and mentored team members to promote productivity,accuracy and commitment to friendly service.Maintained consistent communication with leadership team to managecustomer service effectiveness by monitoring performance and assessingmetrics.Managed department call volume and coordinated department schedules tomaximize coverage.Monitored and coached employees to develop strong customer support skills tominimize process issues and meet customer expectations. Discovered and resolved complex customer issues to reduce negative impactto business outcomes.Liaised with IT department to report technical issues and assist with troubleshooting procedures.

Stafford, Texas, United States

Collaborated with team members to facilitate returns quickly and provideoutstanding customer service.Documented returned product details within internal MadCow returns system.Optimized returns processes to improve efficiencies and returns turnaroundtimes.Worked closely with manufacturers to ensure customer satisfaction and lessenequipment repair and replacement turnaround times.Established team priorities, maintained schedules and monitored performance.Effectively supervised returns department personnel by enforcing companypolicies, protocols, work rules and disciplinary action.

Bachelor Of Arts - Ba, Sociology

Education record

Education record