Demitria Holmes
Alameda,US
Summary
Accomplished customer service professional with over 15 years of proven expertise in delivering unparalleled support across diverse industries. Renowned for cultivating strong, lasting relationships, driving customer loyalty, and creating memorable experiences that contribute to sustained business growth. A highly motivated and collaborative team player with a forward-thinking approach, exceptional communication abilities, and a natural talent for solving complex problems. Deeply committed to exceeding customer expectations through tailored service, strategic solutions, and an unwavering passion for helping others thrive.
Overview
12
12
years of professional experience
Work History
Member Services Rep
Alameda Alliance
Alameda, CA
05.2023 - 09.2025
- Act as the primary liaison for members, providers, and stakeholders, addressing inquiries related to claims, benefits, authorizations, and eligibility with professionalism and expertise
- Respond promptly to and resolve member service inquiries by effectively identifying and addressing the nature of the request, ensuring a high level of satisfaction
- Manage and resolve incoming communication through calls, emails, live chats, and other channels, ensuring all inquiries are addressed in a timely and efficient manner
- Skillfully de-escalate challenging situations involving dissatisfied members, providing compassionate assistance and empathetic support to resolve issues and improve customer experience
- Accurately document all interactions in the Customer Relationship Management (CRM) system, ensuring compliance with departmental standards and facilitating seamless follow-up
- Collaborate with internal departments to ensure seamless service delivery and uphold the highest standards of member care and satisfaction
- Educate members on managed healthcare topics, offering guidance on how to access and navigate online resources for self-service and enhanced understanding
- Take ownership of member concerns, managing issues from initiation to resolution, ensuring a seamless process whether through a single interaction or necessary follow-up
- Consistently meet performance metrics, including compliance, efficiency, call quality, and member satisfaction, contributing to the department's overall success
- Uphold strict confidentiality and adhere to privacy guidelines, ensuring the protection of sensitive information in line with departmental protocols
- Assisted members with healthcare inquiries, resolved complex service issues, and maintained detailed records while ensuring high satisfaction rates
- Processed member documentation, verified eligibility requirements, and coordinated with healthcare providers to streamline service delivery
- Managed high-volume inquiries while maintaining quality standards, reduced response times, and implemented efficient service protocols
- Partnered with cross-functional teams to resolve escalated cases, enhance member experience, and develop improved service solutions
- Streamline healthcare access by resolving complex member inquiries, coordinating with providers, and maintaining precise documentation for optimal service delivery
- Drive member satisfaction through efficient resolution of healthcare inquiries, while managing high-volume communication across multiple channels
Sr. Operations Specialist
Schneider Transportation
Livermore, CA
05.2023 - 06.2024
- Managed and oversaw the logistics of goods movement among warehouses, customers, vendors, and various destinations
- Diligently upheld systematic records of diverse shipping documents, meticulously organizing and managing invoices, bills of lading, manifests, and related paperwork to ensure accuracy and compliance
- Tracked the entire logistics journey from pick-up through transportation to the final delivery of goods
- Performed comprehensive quality checks on both incoming and outgoing shipments, ensuring the accuracy of product shipments and proper tagging in adherence to established standards
- Delivered exceptional service and attentive support to customers, whether in face-to-face interactions or during phone conversations, ensuring a positive and professional customer experience
- Performed nightly trailer audits and addressed any discrepancies found
- Collaborated with senior management to implement necessary changes aimed at enhancing customer satisfaction
- Streamlined logistics operations by implementing systematic tracking methods for warehouse movements, enhancing supply chain visibility and reducing transit delays
- Optimized trailer audit processes and resolved discrepancies promptly, leading to improved inventory accuracy and operational efficiency
- Maintained meticulous documentation of shipping records while ensuring compliance with transportation regulations and industry standards
- Fostered strong client relationships through responsive communication and proactive problem-solving, resulting in enhanced customer satisfaction
- Partnered with management to develop and execute strategic improvements in operational workflows, strengthening overall service delivery
Customer Support Specialist
Room and Board
San Francisco, CA
01.2021 - 05.2023
- Displayed a dedication to prioritizing customers, guaranteeing the provision of outstanding client experiences
- Established and upheld strong vendor relationships, ensuring punctual material deliveries
- Proficiently managed the receipt and meticulous recording of purchase orders (PO's) within the SAP warehouse system, ensuring accurate processing and contributing to streamlined operations
- Performed thorough reviews of purchase orders and invoices to ensure accuracy and correctness, while also meticulously cross-referencing with shipments and inventory for precise documentation
- Proactively recognized avenues for process enhancement, optimizing workflows within the customer service domain
- Effectively supervised customer inquiries, adeptly resolving issues and delivering impactful solutions, demonstrating robust problem-solving abilities
- Streamlined warehouse operations through SAP system management, coordinating vendor relationships and optimizing purchase order processing for enhanced efficiency
- Led cross-functional initiatives to improve customer service workflows, implementing solutions that enhanced response times and service quality
- Maintained precise documentation of inventory transactions, reconciling purchase orders with shipments to ensure operational accuracy
- Resolved complex customer inquiries through strategic problem-solving, delivering tailored solutions while maintaining high satisfaction levels
- Identified and implemented process improvements in customer service operations, leading to enhanced workflow efficiency and team productivity
- Developed and implemented customer service workflow enhancements, resulting in measurable improvements to response times and service delivery
Clerk 1
Challenge Dairy Products INC
San Leandro, CA
08.2016 - 12.2019
- Provided expert assistance to customers with online navigation and order placement
- Managed customer accounts, ensuring accurate records, timely updates, and resolution of account-related inquiries
- Identified and resolved order entry errors, product damages, return discrepancies, and fraud cases
- Handled high-volume inbound and outbound customer communications with professionalism and efficiency
- Oversaw inventory management across multiple warehouses, ensuring optimal stock levels and timely deliveries
- Verified and checked out drivers, ensuring all orders were correctly processed and dispatched
- Conducted end-of-day inventory reconciliation, ensuring all stock was accurately accounted for and discrepancies were promptly addressed
- Implemented process improvements to enhance operational efficiency and reduce turnaround times
- Processed various payment methods, including cash, checks, and credit cards, ensuring accurate and timely posting to customer accounts
- Conducted regular bank deposits, reconciling daily transactions for accuracy before submission
- Collaborated with accounting teams to maintain accurate financial records, ensuring proper ledger entries and promptly addressing discrepancies
- Streamlined inventory management across multiple warehouses while maintaining accurate stock records and resolving discrepancies through systematic daily reconciliation
- Optimized customer service operations by implementing efficient order processing systems and resolving complex account inquiries with consistent accuracy
- Managed financial transactions and bank deposits while maintaining precise documentation and collaborating with accounting teams to ensure ledger accuracy
- Developed process improvements for order verification and dispatch procedures, reducing processing time while maintaining high accuracy standards
- Facilitated seamless customer experience through expert assistance in online navigation and order placement while managing high-volume communications
Customer Support and Claims Specialist
WorldPantry.com
San Francisco, CA
12.2013 - 08.2016
- Managed eCommerce customer support for over 75 companies, assisting customers with website navigation, order placement, and technical troubleshooting
- Investigated order entry errors, damaged products, return discrepancies, and fraud cases, collaborating with cross-functional teams for timely and accurate resolutions
- Addressed customer concerns and negative feedback promptly, fostering strong relationships and ensuring satisfaction
- Managed damaged and lost claims with couriers, securing fair compensation and timely resolutions
- Collected and analyzed customer feedback, driving process improvements to enhance overall satisfaction
- Oversaw inventory management across multiple warehouses, ensuring optimal stock levels and timely deliveries
- Implemented process enhancements to streamline claims resolution and improve operational efficiency
- Accurately calculated damages to determine appropriate compensation for claimants
- Effectively managed multiple orders simultaneously with strong organizational skills
- Coordinated with warehouse teams on new product arrivals, backorders, and delivery schedules
- Resolved customer issues swiftly and efficiently, prioritizing a positive customer experience
- Managed eCommerce support operations for 75+ companies, streamlining claims processes and implementing data-driven solutions for inventory optimization across multiple warehouses
- Developed and executed comprehensive claims management system, reducing resolution time and securing fair compensation through effective courier negotiations
- Led cross-functional collaboration between customer service and warehouse teams, ensuring seamless product delivery and maintaining optimal stock levels
- Orchestrated multi-channel customer support operations, resolving complex technical issues while maintaining high satisfaction rates
- Pioneered process improvements based on customer feedback analysis, enhancing operational efficiency and elevating service quality standards
Education
General Education -
Castro Valley Adult
Castro Valley, CASkills
- Customer service
- SAP
- Order Entry
- Payment processing
- AS/400
- Data Entry
- Google Suite
- Microsoft 365
- Excel
- Word
- Outlook
- Logistics
- Route planning
- Fleet dispatching
- Shipping
- Receiving
- Inventory Management
- Problem solving
- Communication
Timeline
Member Services Rep
Alameda Alliance
05.2023 - 09.2025
Sr. Operations Specialist
Schneider Transportation
05.2023 - 06.2024
Customer Support Specialist
Room and Board
01.2021 - 05.2023
Clerk 1
Challenge Dairy Products INC
08.2016 - 12.2019
Customer Support and Claims Specialist
WorldPantry.com
12.2013 - 08.2016
General Education -
Castro Valley Adult
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