Curtis Adams's Location
Austin, Texas, United States, United States
Curtis Adams's Contact Details
Curtis Adams work email
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Curtis Adams personal email
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About Curtis Adams
Hello! I am Curtis Adams and I am customer-focused and performance-driven professional with experience in business development within highly competitive markets. I am adept at analyzing operational activities at the highest level of management to evaluate performance of a company. I am highly skilled in navigating large and small corporations and accelerating growth. I am collaborative communicator continually focused on building relationships and promoting synergy across business lines and global units to drive positive change, cohesive, comprehensive business approaches and enhanced profitability. I have proven track record of building and strengthening relationships with key customers to maintain repeat business. Some of my key milestones including:● Spearheaded the development and implementation of client specific hotlines for customer service. ● Managed extensive, large projects that spanned across firm’s book of business. ● Increased client satisfaction by improving timeliness and client escalation resolution.Please feel free to contact me at curtisradams@gmail.com with any thoughts, comments, or questions about my work—I’m always interested in making new professional acquaintances.
Curtis Adams Work Experience Details
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Avp Of Client ServicesBusinessolver Jun 2024 - PresentRemote, UsI drive operational excellence and ensure a high-quality client experience by managing team performance and proactively addressing service delivery concerns. I collaborate with various teams to review capacity, document work requests, analyze client health scorecards, and provide operational performance reports. Additionally, I lead strategy meetings, manage team training and development, and engage with sales teams to align on service scopes and product updates. -
Client Services ManagerEmpyrean Jan 2022 - May 2024Houston, Texas, Us -
Project ManagerAlight Solutions Apr 2021 - Dec 2021Manage multiple large client communication campaigns from inception, completion, deployment, and ongoing management of project. This includes being responsible for creating detailed requirements for both ongoing team and system analysts for guidance on how to code website functions/changes. Implement fast and last minute changes to a client’s website by utilizing our proprietary software. Responsible for creating test cases for client to view requested changes, as well as owning live demo’s of changes to executive level members. Schedule and lead both internal and external deployment meetings with other managers to review status of assigned jobs and implement changes as necessary to ensure timely completion of the project. Manage all external vendors, and ensure that data supplied is accurate and on time. Development project plans and budget for all assigned projects, with the ability for modification if needed. Create and report monthly budget forecast to ensure that our team is efficient and projects and profitable. Key Accomplishments: • Generated an additional $60,000 in revenue by consulting on a client homepage redesign. Owned redesign launch from creation through completion, and manage new homepage ongoing. • Successfully onboarded an additional 40,000 employees into a dense, custom scope service • Recognized as a leader in client consulting/communications, and led a shadow session for a newer colleague to learn how to interact with clients.
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Advocacy Performance Team LeaderAlight Solutions Jun 2018 - Apr 2021In my position as Advocacy Performance Team Leader: I manage and oversee team functions and operations; tracked growth and progress, and handle team member compensation. I deliver project management for both internal and external projects. I conduct cost benefit analysis and monitor finances related to projects and track billing codes. I build and maintain relationships with clients to ensure satisfaction and retention. Key achievements I attained during my role:● Created and managed change controls.● Recognized for maintaining vast knowledge of internal policies, operational best practices, managing operations, and system capabilities and functionality.● Performed deep dive data analysis management; provided invaluable insights to decision making and continuous improvement efforts.
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Advocacy Client ManagerAlight Solutions Nov 2016 - Jun 2018In my position as Advocacy Client Manager: I supervised and monitored client profiles, including high profile clients, assessed profile health, and developed excellence and action plans to resolve identified issues. I formulated strategies and directed multiple cross-functional teams to ensure alignment towards project objectives. I provided insights of large-scale projects. I oversaw service level agreements and developed contingency plans to mitigate risks. I facilitated and led internal and external meetings, regarding client profiles and projects. I generated reports for executive leaders for decision making. I direct coaching and mentor ship efforts for new staff. I established and maintained client relationships to support client needs. Key achievements I attained during my role:● Regarded as the subject matter expert on all advocacy and common client requirements.
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Client Delivery SpecialistAon Mar 2014 - Nov 2016London, GbIn my position as Client Delivery Specialist: I managed projects and oversaw executive-level escalations and serviced an active enrollment of over 110k active employees and 40k retirees. I acted as team leader point of contact for all team projects. I authored business requirements, standard operating procedures, and ensured compliance. I conducted research and analyzed stakeholder changes to systems and provided resolution to problems. I completed firm wide audits with full adherence to client requirements. Key achievements I attained during my role:● Recognized for mitigating risks and regularly achieving project goals.● Spearheaded the creation of test plans for new implementation across different domains including technology, administration, and customer service. ● Assist with client transition from in house platform (i.e. SAP/PeopleSoft) to Aon Hewitt proprietary system TBA.● Led the synchronization of benefits administration during mergers and acquisitions. -
Client Delivery AnalystAon Mar 2013 - Mar 2014London, GbIn my position as Client Delivery Analyst: I authored business requirements and standard operating procedures. I conducted research on stakeholder changes and processes. I supported team members in achieving project goals and mitigating risks. Key achievements I attained during my role:● Ranked #1 in Completion of Testing and Identification of defects within a new system enhancement.● Ranked #1 in Client Delivery Team Satisfaction, for over 75 clients.● Significantly reduced client compliance fee risks by 15%.● Recognized for achieving an average of 96% (3% above average) Service Level Agreement (SLA) in client delivery.
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Benefits Operations AdministratorAon Jun 2011 - Mar 2013London, GbAs a Benefits Operations Administrator (BOA), I was responsible for resolving complex benefit issues and formulating resolutions/recommendations issues by analyzing fact patterns and applying plan provisions and best practices. I conduct system edit clean up which includes researching and determining reasons for error and resolving errors which may include working directly with client or third party vendor to obtain correct data/information. At times, I manually perform benefit processes and complex calculations that are not automated which require plan knowledge, analysis, and interpretation. The generating of ad hoc benefits reports by writing queries and analyzing data for accuracy is performed as needed. I provide recommendations to the Benefits Operations Manager on process improvements and coaching and training opportunities that are identified from participant issues, recurring edits, process delays, and quality problems.
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Senior Customer Service AssociateAon Mar 2007 - Jun 2011London, GbAs a Senior Customer Service Associate, I was responsible for handling incoming calls from clients' employees, answering their questions and sorting out issues relating to their health, savings, retirement plans, and other human resource related services; using a Windows based system through a series of databases in order to access the appropriate information to service the customer. In addition, I was responsible for being the direct point of contact to assist our executive level client contacts with questions and/or situations regarding any of the services offered. For lengthy or complex questions, I researched the information and called the customer back as required. Between calls, I worked on various administrative projects which included benefit calculations, data management and process improvements. During my tenure as a Senior Customer Service Associate, I was acknowledged by the serivce provided with multiple awards/certificates listed below.
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Customer Service & Problem Resolution Rep IiConvergys Dec 2006 - Mar 2007My responsibilities consisted of interfacing with customers via inbound or outbound calls or the internet for the purpose of resolving routine problems with products or services. Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures. I listened attentively to customer needs and concerns; demonstrating empathy. Confirmed customer understanding of the solution and provided additional customer education as needed. Prepared completed and accurate work details on customer files. Communicated with the team to ensure high quality and timely expedition of customer requests; shared ideas on ways to resolve problems to better serve the customer to improve productivity. Responsible for solving problems that were at times unstructured and relied on conceptual thinking.
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Customer Service AssociateAon Hewitt Jul 2006 - Nov 2006London, GbAs a Customer Service Associate, I was responsible for handling incoming calls from clients' employees, answering their questions and sorting out issues relating to their health, savings, retirement plans, and other human resource related services; using a Windows based system through a series of databases in order to access the appropriate information to service the customer. For lengthy or complex questions, I researched the information and called the customer back as required. Between calls, I worked on various administrative projects which included benefit calculations, data management and process improvements.
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Desktop Services TechnicianAon Hewitt May 2006 - Jul 2006London, GbAssisted IS staff with installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Responsible for providing routine IT support for users and daily IT functions.
Curtis Adams Skills
Process Improvement
Training
Analysis
Customer Service
Call Centers
Performance Management
Access
Human Resources
Benefits Administration
Business Process Improvement
Requirements Gathering
Employee Benefits
Coaching
Data Analysis
Employee Training
Databases
Management
Vendor Management
Service Delivery
Research
Bpo
Windows
Transition Management
Offshoring
Technical Support
Analytical Skills
Business Process Outsourcing
Contact Centers
Microsoft Office 2007
Computer Hardware
Business Analytics
Superior Communications Skills
Analytic Problem Solving
Organizational Communication
Negotiation
Microsoft Office
Project Management
English
Analytics
Organization Skills
Continuous Improvement
Healthcare
Change Management
Operations Management
Business Requirements
Employee Relations
Team Management
Management Consulting
Contract Management
Customer Relationship Management
Frequently Asked Questions about Curtis Adams
What company does Curtis Adams work for?
Curtis Adams works for Businessolver
What is Curtis Adams's role at the current company?
Curtis Adams's current role is AVP of Client Services.
What is Curtis Adams's email address?
Curtis Adams's email address is cu****@****ght.com
What are some of Curtis Adams's interests?
Curtis Adams has interest in Economic Empowerment, Civil Rights And Social Action, Environment, Poverty Alleviation, Science And Technology, Human Rights, Arts And Culture.
What skills is Curtis Adams known for?
Curtis Adams has skills like Process Improvement, Training, Analysis, Customer Service, Call Centers, Performance Management, Access, Human Resources, Benefits Administration, Business Process Improvement, Requirements Gathering, Employee Benefits.
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