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Adam Richey

@adamrichey

Engagement Agent | Business Management | Customer Service | Data Entry Ops & CS Leader • Project+ Certified • Avid AI User

United States

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth and innovation.

I am a Customer Engagement Agent with 22 years of experience in customer service, sales, computer literacy, data entry, and over 20 business software programs. I previously ran Big Screen Big World Travel online, providing a first-class customer service and travel booking experience for travelers with a yearning for movie and TV locations. The decision to step away from my business in May 2026 came as I chose to focus more time on my family while still working at home. My decades of combined industry experience is now being used to assist Amtrak patrons, and management of a customer service team is my ultimate career goal.

PROFESSIONAL HIGHLIGHTS

Earned two 5-star customer reviews from my first two customers as a business owner through EZLocal
100% safety adherence at the donation center that I co-managed
Boosted brand sales, being in Club LQ and receiving a Certificate of Excellence for the top 10%.
Implemented a marketing campaign that resulted in a brand-awareness score improvement of 68%

Forget the box: I thrive in dynamic environments, reliably delivering exceptional results. For 20 years, I have energetically driven success in customer service, sales, and business management, contributing to the achievements of diverse organizations across various sectors.

Most recently, I have spent the past three months as a Customer Engagement Agent with Teleperformance for the client Amtrak. I provide comprehensive Customer Service support for over 50 Amtrak patrons daily for all train coverage nationwide and engage in Strategic Planning with travelers for itinerary construction assisting with complex and special requests.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Teleperformance

Mar 2026 - Present (3 months)

- Improved average handle time by 21% while maintaining quality and customer satisfaction standards
- Consistently exceed sales goals through consultative selling and strategic upselling techniques
- Resolve 8-12 technical support inquiries daily using advanced problem-solving skills
- Serve as peer resource for complex reservation scenarios and system navigation

Owner & Travel Agent

Big Screen Big World Travel

Jan 2025 - May 2026 (1 year 4 months)

- Founded and managed niche travel business specializing in movie/TV location experiences.
- Earned two 5-star customer reviews from first two clients, demonstrating service excellence
- Managed all sales activities, consistently meeting targets through consultative selling approach
- Completed Travel Leaders Network certification 2 months ahead of schedule

Enrollment Coordinator

Randstad Sourceright

May 2025 - Nov 2025 (6 months)

- Provided customer service and sales support for 40+ families daily in educational enrollment
- Conducted strategic planning with parents to identify optimal online school options
- Resolved 5-8 customer escalation inquiries daily using critical thinking and technical expertise
- Seasonal Contract: Successfully completed enrollment period with strong performance metrics

Customer Service Upselling Technical Support Problem Solving Sales Dispute Resolution Communication Skills Active Listening Critical Thinking Collaboration Proactive Adaptability

Production Supervisor

Goodwill Industries

Apr 2024 - Dec 2024 (8 months)

- Oversaw production team operations, logistics management, & employee training.
- Coordinated HR functions including recruitment, onboarding, & performance management
- Trained 4 new employees on donation processing, cash handling, & inventory procedures
- Managed financial reporting, bank deposits, & inventory control systems
- Implemented loss prevention procedures & vendor order processing

Member Services Rep

Foundever

Dec 2019 - Apr 2024 (4 years 4 months)

- Promoted to Mentor and Trainer after one year
- Delivered training curriculum for new hire class ranked "one of the best in 6 years"
- Provided comprehensive customer service and sales support for 50+ USAA members daily
- Resolved 20+ daily technical support inquiries in loan origination and servicing
- Provided coaching feedback to improve team performance

Customer Service Sales Loan Originators Problem Solving Critical Thinking Computer Literacy Technical Support Mentoring Training Loan Servicing Banking Banking Regulations Banking Relationships Dispute Resolution Employee Training Mentoring Coaching Data Entry Data Analysis Active Listening

Assistant Manager

Family Dollar

Feb 2018 - Feb 2019 (1 year)

- Promoted to Assistant Manager in 4 months, demonstrating proven leadership & operational mastery
- Created & managed employee schedules, optimizing coverage and controlling labor costs
- Directed HR functions including employee training & performance development
- Conducted daily team meetings to communicate goals, updates, and performance expectations

Reservations Agent

Alorica

Oct 2016 - Jan 2018 (1 year 3 months)

- Achieved 100% grades on call quality reviews, reflecting commitment to service excellence
- Won Club LQ Award for top 10% of company sales performance
- Consistently met & exceeded sales goals through effective communication & persuasive techniques
- Resolved customer inquiries and issues using strong problem-solving and critical thinking skills

Customer Service Problem Solving Critical Thinking Sales Communication Data Entry CRM Software Travel Planning Dispute Resolution Time Management

Store Manager

Movie Gallery

Aug 2005 - Sep 2008 (3 years 1 month)

- Managed retail operations, staff supervision, and inventory for video rental location
- Increased brand awareness 68% through strategic local radio marketing partnership
- Supervised team of employees, providing training and performance coaching

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor of Science, Information Technology Management

2015 - 2018

Completed a Bachelor of Science in Business with a focus on Information Technology Management. Gained expertise in managing IT systems and business operations.