Kareem Adams
Philadelphia
Summary
Dynamic customer service professional with a proven track record at the IRS, adept at resolving conflicts and enhancing client loyalty through active listening and critical thinking. Skilled in complaint handling and data entry, I consistently deliver exceptional support, ensuring client satisfaction and fostering a positive service environment.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
10.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Call Center Representative
Focus Pointe
04.2016 - 09.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Patient Service Specialist
NovaCare Rehabilitation
05.2013 - 08.2016
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Education
High School Diploma -
Overbrook Highschool
Philadelphia, PA01-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Scheduling
- Follow-up skills
Timeline
Customer Service Representative
Internal Revenue Service, IRS
10.2018 - Current
Call Center Representative
Focus Pointe
04.2016 - 09.2018
Patient Service Specialist
NovaCare Rehabilitation
05.2013 - 08.2016
High School Diploma -
Overbrook Highschool
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