HOLLY BARNES
Winter Haven,FL
Summary
Led initiatives to improve service delivery and customer engagement. Fostered professional relationships to drive business growth and profitability. Oversaw multitasking efforts to enhance operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Team Leader
Concentrix
2024 - Current
- Led team to achieve operational targets through effective communication and motivation.
- Developed training materials to enhance team performance and onboarding processes.
- Implemented process improvements, resulting in increased efficiency and reduced turnaround time.
- Monitored daily workflows, identifying issues and facilitating timely resolutions.
- Manage a team of over 20 agents, fostering a dynamic environment to enhance service metrics.
- Attend client calibration calls for quality assurance and audit calls to ensure agent performance.
- Monitor agent auxiliary use live to boost productivity and develop client-centric curriculum using the GROW development method
- Provid technical support during outages, host war rooms for blackout scenarios, and produce presentations for client metrics
- Execute high-level escalations for urgent needs and continually adapt to evolving business requirements.
- Correct and submit time cards for payroll
- Put together smarter plans weekly for each advocate, highlighting stats and areas of improvements, making goals and actively working working with advocates to meet goal
- Call auditing 2-4 a week proving feedback live to advocates
Customer Service Advocate
Concentrix
11.2022 - 2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- SME
- SME for OJT with Transportation
- Work From Home
- 1 yr 5 mos
Manager
SS Designs
Winter Haven, FL
01.2000 - 06.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- 22 yrs 5 mos
Education
No Degree - X Ray Technician
Polk State College
WinterhavenSkills
- Facilitated effective communication between customers and service teams to resolve inquiries and issues
- Executed data entry tasks to support operational data management
- Utilized critical thinking to develop effective solutions for operational challenges
- Provided essential administrative support to streamline office processes and improve workflow
- Managed and resolved customer complaints to ensure a positive service experience
- Addressed and managed customer grievances to enhance satisfaction and loyalty
- Managed order fulfillment operations to enhance customer satisfaction and streamline logistics
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Advocate
Concentrix
11.2022 - 2024
Manager
SS Designs
01.2000 - 06.2022
No Degree - X Ray Technician
Polk State College
Team Leader
Concentrix
2024 - Current