Customer Service Contact Center
Resume:
Treeza Holland
Middleburg, FL *****
ad1dgt@r.postjobfree.com
I am a loyal and dependable individual that takes great personal pride in working hard and achieving results.
I have been providing customer service excellence for over 30 yrs. and mentoring countless others to provide the same superior customer service.
I enjoy data research and creating reports as much as I enjoy interacting with customers and coaching and developing an agent under my supervision.
I truly believe I would be an asset to any employer. Work Experience
Senior Client Services Manager
Ovation Credit Services by LendingTree - Jacksonville, FL January 2017 to October 2023
# Manage a team of Case Advisors in the areas of performance standards, compensation, training, recognition, and implementation of all policy and procedures.
# Take initiative to drive superb client satisfaction results via process improvement plans and efficient reporting and flow of information.
# Establish and maintain relationships with individual clients and aid with problems these clients may encounter.
# Ensures that business goals are met, with adherence to approved budgets. Conduct regular coaching sessions to develop each team member and provide feedback on their progress.
# Collaborate with other internal departments to facilitate new programs, messages, campaigns, and offerings.
# Own other duties as assigned by management.
Team Leader Case Advisor
Ovation Credit Services - Middleburg, FL
May 2014 to January 2017
# Continued Case Advisor duties as outlined above.
# Call escalations: establishing and maintaining relationships with individual clients and resolving issues they may have.
# Team-based mentoring and motivating.
# Training and development of new agents.
# General team supervision.
Case Advisor
Ovation Credit Services - Jacksonville, FL
June 2005 to May 2014
Case Advisor
# Living by the company's high levels of integrity and ethics as it applies to our consumer clients.
# Speaking with consumers via inbound/outbound calls and email who have negative items on their credit reports.
# Selling these consumers on Ovation’s products and services to repair their credit.
# Identifying and resolving client credit questions and concerns in a professional, friendly, and timely manner through
Ovation systems and processes.
# Retaining clients by providing elite service to each customer. Quality Assurance Coordinator /Supervisor
Teleperformance USA - Salt Lake City, UT
March 2003 to May 2005
# Facilitated regular call performance sessions between our vendors and the contact centers servicing those vendors via conference call and on-site visits.
# Gave real time constructive feedback to each vendor for product compliance and call handling during these sessions.
# Coordinated any necessary actions plans following performance sessions to ensure continued compliance requirements and goals were met.
# Managed a team of QA analysts that provided daily evaluations for multiple vendors contracted with the company.
# Ensured business targets were met by each agent on my team, with adherence to account compliance, budgets, and projection requirements.
# Conducted regular coaching sessions to develop each team member and provide feedback on their progress.
# Owned other duties as assigned by management.
Warehouse Manager
HMS/ HOST services - Salt Lake City, UT
January 2001 to January 2003
# Responsible for receiving, cataloging, organizing, tagging, and storing all the merchandise sold within the airport terminal kiosks.
# Managed a team of employees that were responsible for each kiosk product order fulfillment and delivery of those orders to the kiosks.
# Ensure that business goals are met, with adherence to approved budgets.
# Responsible for any disciplinary actions when necessary. And the continued training and development of my team.
# Coordinated the additional stock, storage, and fulfillment of all SLC 2002 Olympic merchandise, including the creation of an online ordering system and shipment of those specialty
Olympic merchandise orders.
Customer Service Representative.
Providian Bank - Salt Lake City, UT
July 1999 to October 2000
Typical contact center customer service representative duties: Handled inbound calls for customer account issues and questions. Accurately documented conversations and followed through on actions discussed. Escalated calls when necessary.
Call Center Supervisor
Teltrust Inc. - Sandy, UT
July 1997 to April 1999
Similar responsibilities as my Client Services role with Ovation Credit Services, by LendingTree.
Education
GED
Kearns High School - Kearns, UT
September 1986 to March 1989
Skills
• Customer Service Management (10+ years)
• Relationship management (10+ years)
• Salesforce (3 years)
• Team management (10+ years)
• Financial services (10+ years)
• Recruiting (10+ years)
• Budgeting (5 years)
• Forecasting (10+ years)
• Customer service (10+ years)
• Training & development (10+ years)
• Interviewing (10+ years)
• Order fulfillment (3 years)
• Risk management (8 years)
• Mentoring (10+ years)
• CRM Software
Contact this candidate