Adrian Williams

Dedicated and detail-oriented Member Resource Center Representative with hands-on experience supporting members at Mazuma Credit Union. Skilled in financial services, digital banking support, problem-solving, and member education. Proven ability to resolve complex issues with empathy and efficiency while maintaining compliance and privacy standards. Committed to delivering a seamless and trustworthy banking experience for every member.

• Member Service & Financial Support
• Online & Mobile Banking Assistance
• Account Management & Transactions
• Loan & Credit Inquiry Resolution
• Call Center Operations
• Fraud Prevention & Account Security
• CRM Systems & Documentation
• Problem Solving & Conflict Resolution
• Cross-Functional Communication
• Regulatory Compliance (BSA, GLBA, AML)

Professional Experience

• Provided frontline support to members via phone, email, and chat, resolving inquiries related to accounts, card services, loans, and digital banking.
• Handled 50–80 calls daily while maintaining a high customer satisfaction score.
• Assisted members with technical issues, including password resets, mobile app troubleshooting, and remote deposits.
• Processed account transactions, fund transfers, and account updates with strict attention to compliance and data privacy.
• Identified opportunities to educate members on Mazuma’s financial products and services, helping improve member retention and satisfaction.

• Worked cross-functionally with fraud, lending, and branch teams to resolve escalated issues quickly and accurately.
• Documented all interactions and follow-ups using internal CRM tools in accordance with operational standards.

Professional Summary Core Competencies Key Achievements

Dynamic Senior Sales and Marketing Executive with 2 years of success at Yelp.com driving revenue growth, client acquisition, and digital marketing performance. Proven ability to close high-value deals while enhancing online visibility through data-driven SEO strategies. Skilled in B2B sales, local marketing, keyword optimization, and cross-functional collaboration. Adept at turning business objectives into scalable digital campaigns that connect consumers with local businesses.

• Strategic B2B Sales & Client Acquisition
• Digital Marketing Strategy
• SEO (On-Page, Local, Technical)
• Google Analytics & Search Console
• Keyword Research & Competitor Analysis
• CRM Tools (Salesforce, HubSpot)
• Local Business Optimization (Google Business Profiles, NAP Consistency)
• SEM & Paid Ads Collaboration
• Customer Relationship Management
• Team Leadership & Sales Training

Professional Experience

• Spearheaded end-to-end sales cycle for Yelp Ads and Enhanced Profile upgrades, consistently exceeding quarterly quotas by 15–25%.
• Consulted with 200+ small-to-medium local businesses to craft high-ROI marketing plans, integrating Yelp Ads, content, and organic SEO opportunities.
• Conducted keyword research and page audits to help clients optimize business descriptions and media for improved organic ranking on Yelp and Google.
• Partnered with internal SEO and content teams to refine Yelp’s local SEO strategy, increasing organic traffic to local business listings by 30% YoY.
• Provided feedback on Yelp’s ad product performance and keyword targeting to improve conversion rates and campaign relevance.
• Trained and mentored junior sales staff, contributing to a 40% increase in team retention and productivity.
• Utilized Salesforce to manage pipeline, track interactions, and generate reports for leadership.

• Recognized in Yelp’s “Top 10 National Sales Leaders” for the month of April.
• Optimized local listings for over 100 clients, contributing to a 25% average increase in profile visits.
• Led SEO-based content strategy that improved engagement and visibility for business categories like HVAC, dentistry, and personal services.

Sprint Tech Support/ IT ;

Customer-focused IT Support Specialist with 3+ years of experience troubleshooting hardware, software, and network issues. Proven ability to deliver prompt, accurate solutions in high-volume environments. Strong communicator with a solid foundation in telecom systems, VoIP, and mobile device support.

Technical Skills

• Mobile Device Support (iOS, Android, LTE/CDMA)
• Remote Troubleshooting (TeamViewer, AnyDesk)
• Telecom Systems & VoIP (SIP, PBX)
• CRM & Ticketing Systems (Salesforce, Zendesk, ServiceNow)
• Windows & macOS Support
• Networking: TCP/IP, DHCP, DNS, Wi-Fi
• VPN, Email Setup (Outlook/Exchange)
• Active Directory (User Accounts, Password Resets)
• Customer Service & Technical Communication
• Knowledge Base & Documentation

IT/Tech Support Representative

• Provided Tier 1 and Tier 2 support for 100+ daily users, resolving hardware, software, and connectivity issues with a 95% first-call resolution rate.
• Diagnosed mobile device issues, including SIM provisioning, data outages, and VoIP call failures.
• Guided customers through troubleshooting steps via phone, email, and remote desktop tools.
• Used Salesforce and ServiceNow for ticket tracking, case escalation, and customer updates.
• Trained new hires on internal systems and troubleshooting workflows.

Achievements / Projects

• Reduced average call handling time by 18% through scripting and internal troubleshooting guides.
• Assisted in rolling out VoIP systems to 5 branch offices with zero downtime.