Holli Adams has over 5 years of experience in customer service roles focused on dispute resolution, billing analysis, and account management. She holds a Bachelor's degree in Management from the University of South Florida and has strong skills in Microsoft Office, Salesforce, accounting software, and communication. Adams strives to build strong client relationships while meeting performance goals and looking for ways to grow in her career.

1. Holli Adams
Cell: 8139436750|holliadams@mail.usf.edu
www.linkedin.com/in/holliadams
▪ Bachelor of Arts in Management from University of South Florida ▪ Five years of experience in customer
service related position, focused on a detailed foundation and path to career growth. ▪ Strong verbal and
written communication skills, with experience in problem solving and conflict resolution.
EXPERIENCE:
06/2015-12/2015 CustomerService Specialist(GreenwayHealth)
 Billing/Invoice Dispute Resolution
Receivedhighvolume of inboundcallsfromclinicsandhospitals,concerning
billingdisputesorinvoicedisputes,includingpastdue balancesandother
financial questions.Researchedandresolvedtheseissueswithminimal
supervision,utilizing SOPSandSalesforce,usingthree screenstomultitask
while oncalls.
 Invoice Analysis
Reviewedinvoicesandevaluatedaccountsusing MicrosoftAXto breakdown
whattheiraccount assetswere andwhytheywere beingcharged.Workedwith
ProjectManagementtopull Purchase Schedules,SalesOrders,andcheckon
projectstatusesthrough MicrosoftSL and ORACLE to resolve andquicklyfollow
up on clientquestionsandconcernsthroughemail correspondence oroutbound
phone call.
 Payment Processing
Assistedclientswithmakingpaymentsthroughourinternal CommunityPortal,
manuallyreviewed,posted,andappliedpaymentsthrough MicrosoftAXand
GP.Collectedonpastdue balances,processedpayments,andissuedcredits
afterthoroughlyreviewingfinancial standingof accounts.
 Accounts Reconciliation
Actedas liaisonbetweenAccountsReceivableandclientstoprovide a
breakdownof theirannual charges,the assetsontheiraccount,as well as the
annual debits/creditsontheiraccounttoreconcile theircurrentbalance.
 Support Collaboration
WorkedwithCustomerSupporttoremove finance holds,solve basicinterface
issues,give infoon HIPPAregulations,andICD 9/10 guidelines,andperform
customersurveystopasson to ProductDevelopment
 Performance Goal Management
Builtstrongclientrapportwhile adheringtocompanypoliciesandgoals.
Followedandreceivedweeklyfeedbackoncall metricssuchas call length,
holdingtime,andwraptime.
01/2013-06/2015 Account Specialist-Level Three (AccountNow)
 Employee Managementand Coordination
Trainedandsupervisedlevel1and 2 representatives.Coordinatedand
implementedtrainingplanstomeetsetgoalsandmetrics.Preformedcall
qualityreviews andgave feedbackonperformanceandcall scripting.
 Account Management
Workedflexibleschedule,includingSaturdaysandnightsupto11pm, in 24 hour
call center,answeringover175 callsper day,assistingclientswithphone

2. registrationandissue resolutionsurroundingtransactionsandaccountsusing
FIS systemaccess while adheringtobankingandprivacyregulations
 Clerical Support
Organizeddataspreadsheets usingExcel andfiledover200 merchantlicenses,
collectingsubsequentconfirmationforms
 ConflictResolution
De-escalatedhightensioncallsforwardedfromLevel 1and 2 representatives,
dealing withirate clientstofindandaddressneeds.
 CustomerNeedsAssessment
Providedassistance andinteractedwithclientsdaily,providing
information andinsightonmerchandise fromover15 differentmerchants
,managingaccounts,problemsolving,andtroubleshootingissueswithproduct
SKILLS:
 WindowsOS (XP,7,8)
 MicrosoftOffice Suite (Word,Excel,Access, PowerPoint)
 MicrosoftAX
 Salesforce/CRMSoftware
 MicrosoftDynamics GP(GreatPlains)
 MicrosoftDynamics SL
 ORACLE
 Adobe Creative Suite (Photoshop,Illustrator, Flash)
 FIS Transaction Processing
 50 WPM
 HIPPA regulations,and ICD 9/10 GuidelinesTraining
 Dispute Resolution
 Invoice Analysis
 Payment Processing
 Accounts Reconciliation
 Support Collaboration
EDUCATION:
UniversityofSouth Florida-Tampa,FL
 CourseworkinProfessionalDevelopment, Computing, Accounting,Finance
and Management
HONORS/AWARDS:
 Presidential ScholarshipRecipient
 BrightFuturesScholarshipRecipient
 Dean’sListAwardRecipientSpringandFall 2013
 Memberof National Societyof Collegiate Scholars
 Memberof Phi ThetaKappaHonors Society
EXTRA-CURRICULAR ACTIVITIES
 Entrepreneurship(MaryKay)
Sold,marketed,and consultedlocal clientbase oncosmeticproductsfor
independentprofit
 Corporate MentorProgram (USF)
Networkedandmentoredwithlocal Tampaprofessionalsforinside insight
on finance,managementandentrepreneurindustry
 ClubOfficer(USF)
Officerof Special InterestsClub oncampus,organize eventsand collaborate
withmemberstoplanactivities