Adam Zimmerman
Indianapolis
Summary
Detail-oriented specialist known for exceptional management and troubleshooting skills. Adept at building and implementing training rubrics based on documented processes, and then gauging results and improving in a data-driven fashion, ensuring optimal team performance based on established performance criteria, either locally or remote.
Overview
21
21
years of professional experience
Work History
Internal Applications Specialist
POLARIS Laboratorites LLC
Indianapolis
02.2023 - Current
- Supported software implementation and user training for laboratory applications.
- Maintained documentation for application processes and troubleshooting guides.
- Conducted system testing to ensure software functionality and reliability.
- Assisted in the development of training materials for end users.
- Contributed to development, implementation, and maintenance of applications to enhance user experience.
- Provided detailed software and clinical application support, clarifying complex issues for end users.
- Designed training materials and reference guides for end-users.
- Conducted troubleshooting of application issues, identifying root causes and implementing effective resolution paths.
Customer Service Manager
POLARIS Laboratories LLC
Indianapolis
12.2018 - 02.2023
- Managed customer service team to enhance client satisfaction and retention.
- Developed training programs to improve staff performance and service delivery.
- Implemented new processes to streamline customer inquiries and issue resolution.
- Coordinated communication between departments for efficient service support.
- Analyzed customer feedback to identify trends and improve service quality.
- Led regular team meetings to discuss challenges and share best practices.
- Maintained records of customer interactions for quality assurance purposes.
- Assisted in the development of customer service policies and procedures.
- Guided staff in resolving complex customer issues and executing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored phone calls to provide feedback and coaching.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Implemented and developed international Customer Service teams for the company, both in Latin America (based in Guatemala) and Europe (based in Poland)
Customer Service Supervisor
POLARIS Laboratories LLC
Indianapolis
12.2017 - 12.2018
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Supervised customer service team to improve support quality and responsiveness, resulting in better customer experiences.
- Trained staff on customer interaction techniques and product knowledge to empower team in delivering exceptional service.
- Facilitated team meetings to identify challenges and collaboratively develop effective solutions.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
Customer Service Representative Team Lead
POLARIS Laboratories LLC
Indianapolis
03.2012 - 12.2017
- Trained new representatives on company protocols and customer interaction techniques.
- Resolved escalated customer complaints in a timely manner.
- Identified and implemented process improvements, enhancing department efficiency.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Facilitated open communication among team members, sharing best practices for managing difficult customers.
- Assisted with the hiring process of new Customer Service Representatives.
- Encouraged a clean and safe workplace by enforcing company cleanliness standards and safety protocols.
- Managed daily operations of department, ensuring effective planning and timely troubleshooting.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
Sample Processing Technician
POLARIS Laboratories LLC
Indianapolis
03.2005 - 03.2012
- Optimized process conditions to achieve target yields.
- Collaborated with team members to streamline sample processing, ensuring adherence to timelines.
- Assisted in troubleshooting process issues, recommending effective solutions that enhanced workflow.
- Developed and updated standard operating procedures (SOPs) for process operations.
- Trained new personnel on operating techniques for processing machinery, improving onboarding efficiency.
- Maintained cleanliness and organization of workstations and storage areas.
Education
Some College (No Degree) - Undergraduate Studies
Pitt Community College
Winterville, NCSome College (No Degree) - Education
East Carolina University
Greenville, NCSome College (No Degree) - Technical Writing
Indiana University, Purdue University Indianapolis
Indianapolis, INSkills
- Documentation management
- Process improvement
- User training
- Call center management
- Management of remote employees
- Team leadership
- MS office
- Effective communication
Affiliations
- Administrator - "Tavern at the End of the Internet" - social group, 14,000 members
Timeline
Internal Applications Specialist
POLARIS Laboratorites LLC
02.2023 - Current
Customer Service Manager
POLARIS Laboratories LLC
12.2018 - 02.2023
Customer Service Supervisor
POLARIS Laboratories LLC
12.2017 - 12.2018
Customer Service Representative Team Lead
POLARIS Laboratories LLC
03.2012 - 12.2017
Sample Processing Technician
POLARIS Laboratories LLC
03.2005 - 03.2012
Some College (No Degree) - Undergraduate Studies
Pitt Community College
Some College (No Degree) - Education
East Carolina University
Some College (No Degree) - Technical Writing
Indiana University, Purdue University Indianapolis