Summary
Overview
Work History
Education
Skills
Timeline
Generic

CAMELLA HOLMES

Summary

To obtain a challenging career within a reputable company that promotes long-term growth and advancement that will allow me to excel within the company.

Customer experience professional skilled in team leadership, customer satisfaction, and problem resolution. Adept at fostering collaboration, driving performance, and adapting to changing needs. Strong in communication, conflict management, and process improvement. Known for reliability and achieving results through strategic initiatives.

Overview

21
21
years of professional experience

Work History

Commercial Team Lead III

GM Financial
04.2017 - Current
  • Coordinated training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one.
  • Planned coaching, created performance plan, and exercised communication and demonstrative workflows for 8-13 team members with optimal results in achieving and exceeding department goals.
  • Developed and maintained positive relationships with key customers to ensure long-term loyalty.
  • Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
  • Participated in company-wide initiatives aimed at improving overall customer experience across all touchpoints.
  • Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
  • Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals.
  • Enhanced cross-functional collaboration by working closely with sales, product management, and technical teams to resolve escalated issues quickly.
  • Played an instrumental role in launching new products or services by coordinating efforts across departments and ensuring seamless integration into existing customer support processes.
  • Championed the adoption of new customer service technologies to improve efficiency and stay ahead in an ever-evolving industry landscape.
  • Communicated with cross department commercial Credit Analyst, DAR's, Account Managers, Dealerships, AVP's and VP's to find high priority resolutions.
  • Assisted with hiring and developing New Hires.
  • Mentored, developed, and encouraged TM's for promotional opportunities.
  • Excellent research skills to create a positive resolution.

Customer Service Representative II

GM Financial
12.2007 - 04.2017
  • I service inbound calling customers, dealers and 3rd party financial institutions with inquiries about auto loans. My daily job tasks consists of me collecting on delinquent accounts, submitting payments, researching contracts and auto titles.

Cosmetologist/ Licensed Instructor

Double Take Salon
01.2004 - 12.2006
  • Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Demonstrated high level of customer service to increase retention and satisfaction.
  • Processed payments, entering sales in register for prompt customer service.
  • Maintained Instructor License with continued education

Education

GED -

South Grand Prairie High School
01.1985

Skills

  • Proficient in leading teams with time efficiency
  • Developing staff skills for updated software
  • Team performance analysis and reporting
  • Analyzing accuracy and quality communicated performance
  • Advocate for company policies and communicate guidelines
  • Organizational strategy implementation
  • Effective communicator in both speech and writing
  • Eager to acquire new skills with positive adaptability
  • Expert research skills

Timeline

Commercial Team Lead III

GM Financial
04.2017 - Current

Customer Service Representative II

GM Financial
12.2007 - 04.2017

Cosmetologist/ Licensed Instructor

Double Take Salon
01.2004 - 12.2006

GED -

South Grand Prairie High School

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