Holly Barba
Boca Raton,FL
Summary
Talented Customer Support Manager with expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
26
26
years of professional experience
Work History
Customer Success Manager (Intern)
Florida International University
01.2023 - 08.2024
- Company Overview: Center for Development, Support, and Success in Engineering and Computing.
- Collected and analyzed client feedback (qualitative and quantitative), reported actionable insights to leadership, and enhanced service quality across departments.
- Coordinated 3+ cross-departmental project initiatives, ensuring alignment, streamlined communication, and timely deliverables.
- Partnered with external organizations to develop long-term strategic plans for the Student Pathways to Access, Readiness, and Knowledge (SPARK) program, aligning goals with stakeholder needs.
- Center for Development, Support, and Success in Engineering and Computing.
Administrative Assistant / Customer Support Specialist
Lime Door Realty & Transformations Treatment Center
01.2016 - 01.2023
- Streamlined requisition processes, budget allocations, and transfer requests, accelerating project execution for more than 50 cases.
- Managed accounts payable by reconciling over 100 invoices monthly, and resolving discrepancies with vendors to ensure accuracy.
- Coordinated leadership events, maintained board partner engagement, and responded to over 100 inquiries monthly, with a 98% satisfaction rate.
- Delivered responsive, empathetic customer support to over 25 clients daily via email, chat, phone, and social media.
Founder & Program Manager
George William Bailey Paramedic Fund, Inc.
01.2011 - 01.2015
- Built and managed 50+ stakeholder partnerships, set KPIs, and automated performance tracking to improve consistency and team speed.
- Implemented 25+ risk mitigation plans, reducing project risks and ensuring the timely delivery of initiatives.
- Led strategic planning, resource reallocation, and performance monitoring, meeting 95% of stakeholder KPIs and deadlines.
- Executed stakeholder updates on project status, promoted clear team communication, and revamped reporting approaches to ensure transparency.
Educator & Educational Consultant
Broward County School Board & Detention Center
01.1989 - 01.2011
- Designed 25+ curricula and 5+ training modules tailored to diverse learner needs, boosting engagement and comprehension.
- Conducted learner assessments, created individualized support plans, and improved performance outcomes for 25+ learners per session.
- Built 5+ comprehensive guides and presentations for stakeholder and learner training sessions.
- Developed data-driven instructional strategies, implemented early interventions, and reduced wasted time by 10%.
- Facilitated 1:1 learner consultations, provided targeted feedback, and maintained ongoing stakeholder communication via email, chat, and LMS.
Education
Master of Science - Higher Education Administration
Florida International University
Miami, FL08-2025
Bachelor of Arts - Education
Florida Atlantic University
Boca Raton, FL05-1989
Skills
- Onboarding and needs assessment
- Stakeholder engagement
- Client retention strategies
- Customer communication
- Data-driven insights
- Workflow optimization
- Project coordination
- Curriculum development
- Learning management systems
Highlight Reel
- Improved client satisfaction by analyzing qualitative and quantitative feedback data, delivering actionable insights that enhanced cross-departmental service quality.
- Coordinated 3+ cross-functional project initiatives, aligning timelines and communication across administrative staff to meet all deliverables on schedule.
- Delivered empathetic customer support to 25+ clients daily across email, chat, phone, and social media with a 98% positive feedback rating.
- Developed and delivered 25+ curriculum and training modules, improving learner engagement and comprehension across diverse audiences.
Timeline
Customer Success Manager (Intern)
Florida International University
01.2023 - 08.2024
Administrative Assistant / Customer Support Specialist
Lime Door Realty & Transformations Treatment Center
01.2016 - 01.2023
Founder & Program Manager
George William Bailey Paramedic Fund, Inc.
01.2011 - 01.2015
Educator & Educational Consultant
Broward County School Board & Detention Center
01.1989 - 01.2011
Master of Science - Higher Education Administration
Florida International University
Bachelor of Arts - Education
Florida Atlantic University
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