Curtis Adams Email & Phone Number

Remote, Us

I 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.

Houston, Texas, Us

Manage 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.

In 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.

In 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.

London, Gb

In 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.

London, Gb

In 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.

London, Gb

As 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.

London, Gb

As 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.

My 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.

London, Gb

As 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.

London, Gb

Assisted 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.