Adam Richey

I am a Customer Engagement Agent with 22 years of experience in customer service, sales, computer literacy, data entry, and over 20 business software programs. I previously ran Big Screen Big World Travel online, providing a first-class customer service and travel booking experience for travelers with a yearning for movie and TV locations. The decision to step away from my business in May 2026 came as I chose to focus more time on my family while still working at home.

My decades of combined industry experience is now being used to assist Amtrak patrons, and management of a customer service team is my ultimate career goal.

Customer Engagement Agent at Teleperformance (2026-03 – Present)

I assist with making, modifying and canceling Amtrak reservations.

• Provide comprehensive Customer Service support for over 50 Amtrak patrons daily for all train coverage nationwide, assisting with complex and special requests.
• Engage in Strategic Planning with travelers for itinerary construction.
• Utilize strong Problem Solving, Critical Thinking, Computer Literacy, and Technical Support skills to resolve an average of 8-12 member technical support inquiries per day.
• Engage in Sales activities, consistently exceeding sales goals through upselling techniques.

Enrollment Coordinator at Randstad USA (2025-05 – 2025-11)

I assisted parents and adults with online school enrollment.

• Engaged in Strategic Planning with parents and legal guardians to find the best online school options.
• Provided comprehensive Customer Service and Sales support for over 40 Stride-K12 members daily in the areas of educational enrollment, research and upselling for gifted students.
• Utilized strong Problem Solving, Critical Thinking, Computer Literacy, and Technical Support skills to resolve an average of 5-8 customer escalation inquiries per day.

Owner & Agent at Big Screen Big World Travel (2025-01 – 2026-05)

Business Owner and Travel Experience Specialist

• Founded and managed all aspects of a travel business, including strategic planning, financial management, and operations, demonstrating strong business acumen and entrepreneurial drive.
• Oversaw all sales activities, consistently meeting or exceeding targets through effective sales techniques, active listening, and a commitment to exceptional customer service.
• Cultivated and maintained strong relationships with clients, addressing inquiries, resolving disputes, and ensuring high levels of satisfaction, leading to repeat business and positive referrals.
• Designed and delivered exceptional travel experiences, managing all logistics, coordinating bookings, and ensuring seamless travel arrangements to meet and exceed client expectations.
• Earned two 5-star customer reviews from my first two customers as a business owner through EZLocal
• Completed Travel Leaders Network certification training 2 months faster than others

Production Supervisor at Goodwill Industries (2024-05 – 2024-12)

I oversaw the production team and managed logistics.

• Engaged in Strategic Planning and excelled at Multitasking, Training, and Logistics Management.
• Coordinated H.R. functions, exhibiting strong Problem Solving and Critical Thinking skills.
• Prepared financial reports and bank deposits and managed Inventory.
• Processed Vendor Orders and implemented Loss Prevention steps, using strong Computer Literacy.
• Trained 4 new employees on the donation processing floor, running a cash till, and stacking boxes.

Member Services Rep at Foundever (2020-01 – 2024-04)

I led my team in loan origination and loan servicing for USAA.

• Provided comprehensive Customer Service and Sales support for over 50 USAA members daily in the areas of loan originations and loan servicing.
• Utilized strong Problem Solving, Critical Thinking, Computer Literacy, and Technical Support skills to resolve an average of 20 member technical support inquiries per day.
• Promoted to a mentor and trainer after one year, contributing to the successful on-boarding of a new hire class that was ranked as one of the best in 6 years.

Customer Service at Publix (2019-11 – 2020-01)

I cashiered and bagged groceries part-time.

• Rendered elite Customer Service, skillfully handling sales transactions and fielding customer inquiries with efficiency and a positive attitude.

Attendant and Cook at Duncan Oil (2019-04 – 2019-09)

I primarily ran a kitchen autonomously but sometimes cashiered.

• Provided excellent Customer Service, efficiently handling sales transactions and assisting customers with their needs.

Assistant Manager at Family Dollar (2018-02 – 2019-02)

I primarily led with customer service, logistics, and inventory management.

• Orchestrated retail operations, overseeing customer service, sales activities, and performance metrics.
• Directed Human Resources functions, including comprehensive employee training and development.
• Spearheaded strategic planning initiatives, optimizing logistics management for efficient operations.
• Promoted to Assistant Store Manager within 4 months of hire, a testament to my proven leadership abilities and rapid mastery of store operations.

Reservations Agent at Alorica (2016-11 – 2018-01)

I booked and managed hotel reservations for La Quinta clients.

• Delivered exceptional Customer Service, adeptly handling inquiries and resolving issues with strong Problem Solving and Critical Thinking skills.
• Engaged in Sales activities, consistently meeting and exceeding sales goals.
• Won the Club LQ award for the top 10% of company sales, recognizing exceptional sales performance.
• Consistently garnered 100% grades on member call reviews, reflecting a commitment to providing high-quality service and adherence to protocols.

B.S. in Business – Information Technology Management – WGU (August 2015-September 2018)

Business Certification – AMCAT (2018)

Project+ Certification – CompTIA (2017)

A.A. in Organizational Management – Ashford University (January 2012-April 2014)