Balinda Holmes
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Facilities Coordinator
Powerhouse
04.2022 - Current
- Served as point of contact for internal and external customers seeking support and information.
- Built relationships with vendors and contractors to support timely and cost-effective services.
- Communicated with general managers and facility teams regarding upcoming repairs and projects.
- Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
- Trained new personnel regarding company operations, policies and services.
Senior Account Manager
Advanced Service Solutions
03.2019 - 04.2022
- Mentored colleagues to develop skills and dispatch work orders.
- Oversaw the sourcing team as we dispatched work orders to preferred vendors
- Negotiated prices with vendors to provide lower costs to our clients
- Coordinated with internal teams to facilitate prompt dispatching for emergency work orders
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms..
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Trained new personnel regarding company operations, policies and services.
Account Manager
Totalfacility
08.2016 - 03.2019
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
CMC Energy Services
08.2008 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Implemented and developed customer service training processes.
Customer Service Representative
The Franklin Mint
04.2007 - 08.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Ticket Agent
New Era Tickets
05.2005 - 06.2006
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Processed cash and credit card transactions securely and promptly for customer payments.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Handled ticket sales for concerts, sports games and theatrical performances.
- Monitored ticket sales and provided detailed reports to management.
Customer Service Representative
Target
09.2003 - 10.2005
- Fulfilled customers' special requests for merchandise and delivery times.
- Attended to customer complaints and processed product return or replacement requests.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
Customer Service Representative/Collections Representative
MBNA
10.2001 - 03.2002
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Established relationships with customers to encourage payment of delinquent accounts.
- Processed debtor payments and updated accounts to reflect new balance.
Education
Associate of Science - Business Administration
Goldey-Beacom College
Wilmington, DE05.2023
High School Diploma -
Plymouth-Whitemarsh Senior High School
Plymouth Meeting, PA06.2000
Skills
- Inquiry Requests
- Maintenance and Repair
- Customer Satisfaction
- Workflow Processes
- Work Orders
Timeline
Facilities Coordinator
Powerhouse
04.2022 - Current
Senior Account Manager
Advanced Service Solutions
03.2019 - 04.2022
Account Manager
Totalfacility
08.2016 - 03.2019
Customer Service Representative
CMC Energy Services
08.2008 - 02.2016
Customer Service Representative
The Franklin Mint
04.2007 - 08.2008
Ticket Agent
New Era Tickets
05.2005 - 06.2006
Customer Service Representative
Target
09.2003 - 10.2005
Customer Service Representative/Collections Representative
MBNA
10.2001 - 03.2002
Associate of Science - Business Administration
Goldey-Beacom College
High School Diploma -
Plymouth-Whitemarsh Senior High School
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