Shannon Adams
@shannonadams1
Customer Success leader driving retention and satisfaction through proactive engagement and CRM excellence.
United StatesWhat I'm looking for
I am a Customer Success and Relationship Management professional with 8+ years of experience delivering high-quality service across remote and high-volume environments. I have led teams, managed escalations, and consistently exceeded KPIs by focusing on CRM accuracy, first-contact resolution, and cross-functional collaboration.
My background includes supervising and coaching agents, handling complex federal program inquiries, and improving account health and retention through upsell strategies and process improvements. I am outcome-driven, compliance-focused, and committed to enhancing the customer lifecycle with measurable impact.
Experience
Work history, roles, and key accomplishments
Customer Relationship Representative
Secur-Serv Inc
Oct 2025 - Present (5 months)
Manage 60–90+ daily remote customer interactions, maintain 100% CRM documentation accuracy, resolve billing and technical issues with high first-contact resolution, and identify upsell opportunities to support revenue growth.
Federal Customer Representative
SBA
Mar 2022 - May 2025 (3 years 2 months)
Handled 100–140 inbound calls daily and supervised 15 agents, managing escalations and ensuring compliance with federal loan programs including EIDL and PPP while improving team performance and CRM data management.
Managed confidential patient records, processed medical claims, scheduled appointments, and handled billing inquiries while maintaining regulatory compliance and multi-channel patient communication.
Customer Service Representative
IRS
Jan 2021 - May 2021 (4 months)
Assisted taxpayers with stimulus eligibility and refund inquiries, guided callers through online self-service tools and CARES Act policies in a high-volume environment.
Call Center Representative
VXI Global Solutions
Feb 2017 - Sep 2020 (3 years 7 months)
Handled billing inquiries, technical troubleshooting, and customer retention efforts, meeting sales targets through product recommendations and resolving complaints across phone, email, and social media.
Education
Degrees, certifications, and relevant coursework
Bauder College
Bachelor's Degree, Business Administration
Completed a Bachelor’s Degree in Business Administration with coursework in business fundamentals and management.
Morris Brown College
Bachelor's Degree, Sociology
Completed a Bachelor’s Degree in Sociology with study of social systems, research methods, and community dynamics.
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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