Genesis Holt
Dallas,TX
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Dedicated Crisis Intervention Specialist with over 10 years of experience in high-stakes counseling and 7 years in regulated financial sectors, including MetLife and Wells Fargo. Proficient in active listening, de-escalation techniques, and mental health support, complemented by an Associate's in Psychology and an Honorary Doctorate in Ministry. Expert in managing sensitive data and resolving critical issues under pressure.
Overview
9
9
years of professional experience
Work History
Business Analyst M-F 40hrs Wk.
Metlife
Atlanta, Ga
03.2024 - 03.2026
- Delivered actionable business insights to leadership based on complex client and operational research, directly informing strategy and improving client satisfaction within a highly regulated financial sector.
- Conducted deep-dive analyses on procedural and business results, translating complex findings into clear presentations to drive critical decision-making.
- Developed detailed reports and dashboards to track project performance metrics for informed decision-making.
LTD Claim Specialist Trainee M-F 40hrs Wk
Metlife
Atlanta,Ga
11.2022 - 03.2024
- Ensured timely resolutions for sensitive client communications on complex LTD claims.
- Streamlined workflow procedures, significantly reducing critical claim processing times.
- Collaborated with teams to resolve complex claim issues and boost customer satisfaction.
Customer Claim Advocate M-F 40hrs Wk
Metlife
Atlanta,Ga
10.2021 - 11.2022
- Enhanced client alignment with policies through effective advocacy and support.
- Resolved complex inquiries, improving customer satisfaction and retention metrics.
- Collaborated with teams to develop strategies for client satisfaction and retention.
- Created training materials to ensure compliance and product understanding among team members.
- Achieved higher customer satisfaction by addressing and resolving time-sensitive complaints.
Personal Banker M-F 40hrs Wk.
Wells Fargo
Atlanta, Ga
03.2017 - 11.2019
- Enhanced client loyalty by delivering tailored financial advice, ensuring high retention.
- Guaranteed compliance through expert management of sensitive client data and transactions.
- Boosted customer engagement by executing strategic outreach programs and informative workshops.
Education
Doctor of Philosophy - Practical Ministry
New Life Christian College
Atlanta, Ga02-2026
Associate of Arts - Psychology
Argosy University
Orange, CA01-2019
Skills
- Crisis & Intervention Crisis Intervention, De-escalation Techniques, Active Listening, Emotional Intelligence, Trauma-Informed Care, Complex Problem Resolution, Confidentiality Management
- Communication & Outreach High-Stakes Communication, Audience Engagement (60K), Public Speaking, Counseling & Mentorship, Empathy & Compassion, Cross-Functional Collaboration
Timeline
Business Analyst M-F 40hrs Wk.
Metlife
03.2024 - 03.2026
LTD Claim Specialist Trainee M-F 40hrs Wk
Metlife
11.2022 - 03.2024
Customer Claim Advocate M-F 40hrs Wk
Metlife
10.2021 - 11.2022
Personal Banker M-F 40hrs Wk.
Wells Fargo
03.2017 - 11.2019
Associate of Arts - Psychology
Argosy University
Doctor of Philosophy - Practical Ministry
New Life Christian College