Adam Adkins
About Adam Adkins
Adam Adkins is the Mid Market Support Team Lead at Cision in Beltsville, Maryland, where he coaches a team to improve performance and productivity.
Current Role at Cision in Beltsville, Maryland
Adam Adkins is the Mid Market Support Team Lead at Cision, located in Beltsville, Maryland, United States. He coaches a 20-person team to enhance their performance and productivity. He is responsible for defining internal processes and identifying opportunities to improve the customer experience. Additionally, Adam supports the development of product manuals, FAQs, and support articles. He schedules and organizes shift patterns according to customer contact trends and provides ad hoc coaching and feedback sessions based on issues that arise.
Previous Roles at Cision
Before becoming the Mid Market Support Team Lead, Adam Adkins served as a Mid Market Support Specialist at Cision from 2015 to 2020. During his tenure, he undertook various responsibilities, such as troubleshooting technical issues, diagnosing errors within Cision applications, and liaising with Product teams, Development, Quality Assurance, and Technical Operations. He also shared the responsibility of monitoring phone, email, and chat queues, participated in coverage during high-volume periods, and assisted in handling client escalations.
Professional Experience Before Joining Cision
Prior to his tenure at Cision, Adam Adkins worked in several other roles. From 2014 to 2015, he was a Temporary Hire at Trak Recruiting in the Washington D.C. Metro Area. Before that, he worked at Molotov Theatre Group as a Company Member - Special Events Coordinator for a year. Between 2010 and 2014, Adam held the position of Senior Research Associate at Stone Street Capital in Bethesda, MD. Additionally, he took on the role of Production Apprentice at Downstairs Cabaret Theater from 2009 to 2010.
Educational Background
Adam Adkins completed his higher education at Salisbury University, where he studied Theatre and Communications. He earned a Bachelor of Arts degree after a five-year program from 2002 to 2007. His educational foundation has contributed to his multifaceted career, including roles in both the performing arts and corporate sectors.