Open to opportunities

Adam King

@adamking1

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Customer-focused technical support specialist with strong troubleshooting and client-relations experience.

United States

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What I'm looking for

I seek a customer-facing technical support role where I can solve complex issues, collaborate with engineering teams, train staff, and improve customer satisfaction.

I am a technical support specialist with extensive customer-service experience across telecommunications, healthcare insurance, banking, retail, and agency roles. I consistently troubleshoot hardware and software issues, configure home and enterprise networking equipment, and collaborate with engineers and cross-functional teams to resolve large-scale disruptions while maintaining high first-contact resolution rates.

I combine technical proficiency in Windows and macOS with strong communication and client-relations skills developed as a community manager and customer-service representative. I deliver clear explanations to non-technical audiences, manage escalations, train new staff, and drive improvements in customer satisfaction and retention.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

Charter Communications

Nov 2021 - Jan 2025 (3 years 2 months)

Troubleshot software and hardware issues, assisted customers with home network setup, and collaborated with engineers to resolve service disruptions; achieved a >93% first-contact resolution rate and reduced follow-up support.

Customer Support Technical Documentation Escalation Management Customer Satisfaction

Customer Service Representative

Anthem Blue Cross Blue Shield

Oct 2020 - Sep 2021 (11 months)

Handled patient inquiries on billing and claims, processed and submitted insurance claims with regulatory compliance, resolved discrepancies and appeals, and coordinated stakeholders to close billing issues.

Claims Processing Customer Service Regulatory Compliance Insurance Coordination Dispute Resolution Documentation

Community Manager, Client Relations

Tones Co.

Jul 2017 - Sep 2020 (3 years 2 months)

Managed content creation and publishing across social platforms, maintained long-term client relationships, and planned and executed events including vendor negotiation and on-site management.

Social Media Management Client Relations Event Planning Community Engagement Content Strategy

Social Media/Email/Chat Specialist

PNC Bank

Aug 2015 - May 2017 (1 year 9 months)

Managed high-volume customer inquiries via social, email, and live chat, improved customer retention through service and follow-up, and trained new employees on protocols and policies.

Live Chat Email Support Customer Retention Cross Functional Collaboration

Technical Support Representative

PNC Bank

Jan 2014 - Aug 2015 (1 year 7 months)

Provided technical support for online and mobile banking, managed installation and maintenance of banking hardware/software, and worked with IT/security teams to mitigate security threats.

Technical Support Hardware installation Software Maintenance Troubleshooting System Configuration

Online Banking Representative

PNC Bank

Sep 2013 - Jan 2014 (4 months)

Assisted customers with account inquiries and online banking navigation, providing clear information on products, services, and technical requirements.

Customer Support Account Services Product Knowledge Troubleshooting Communication

Visual Merchandiser

Quiksilver

Jun 2010 - Jul 2013 (3 years 1 month)

Designed and set up window displays and store layouts, implemented corporate merchandising directives adapted to local stores, and maintained merchandising materials inventory.

Visual Merchandising Display Inventory Management Retail Execution