Open To Work
Holly Hardin
White,GA
Work Preference
Summary
Proficient and accomplished SPE/Escalation Supervisor with a zeal for developing personnel, promoting member advocacy, resolving issues, driving innovation, and enhancing processes. Recently completed the creation of a new onboarding curriculum for new SPEs and SPE interns. Hoping to acquire a position as an Associate Instructional Designer.
Business professional prepared for this role, bringing wealth of experience in strategic planning and operational management. Delivered impactful results through effective leadership and resource optimization. Focused on fostering team collaboration and achieving exceptional outcomes with adaptability and reliability. Skilled in financial management, strategic growth, and customer relations.
Overview
12
12
years of professional experience
Work History
Novelist
Moondanser Enterprises
01.2025 - Current
- Developed compelling narratives and engaging characters for diverse literary genres.
- Conducted extensive research to ensure factual accuracy and authenticity in writing projects.
- Collaborated with editors to refine manuscripts and enhance readability and coherence.
- Mentored emerging writers, providing feedback and guidance on their creative processes.
- Organized book launches and promotional events, enhancing visibility of published works.
- Developed captivating storylines and characters, resulting in increased book sales and positive reader feedback.
Escalations Supervisor
UnitedHealthcare
11.2023 - 12.2024
- Analyzed escalated customer complaints, identified root causes of problems, and developed solutions for resolution.
- Developed training materials for customer service team members on handling escalated calls properly.
- Provided coaching sessions to customer service representatives on handling challenging customers.
- Ensured that all escalated cases were resolved within agreed-upon time frames.
- Collaborated with other departments such as sales, marketing, finance, and operations to resolve escalated issues.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Complex Cust Care Rep Sr
UHC Benefit Ops - Consumer Ops
05.2022 - 11.2023
- Developed presentations for coaching and teaching.
- Set up and led meetings.
- Pulled reports for Feedback Loop and SENS Deep Dives.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in a computer system.
Trainer Coordinator
Priority Payment Systems
04.2014 - 11.2017
- Prepared instruction through lesson plans to address call agent's assessed needs, goals, and objectives.
- Implemented instructional materials and curriculum to meet specific program needs.
- Coordinated and facilitated training, encouraging group participation and ownership.
Education
Bachelor of Arts - English
University of West Georgia
Carrollton, GASkills
- Coaching and Development
- Program Design
- Verbal and Written Communication
- Quality Assurance
- Workshop Coordination
- Training Manuals and Materials
- Excel
- Word
- Customer relations
- Operations management
- Strategic planning
Accomplishments
- Supervised team of thirty staff members.
- Documented and resolved customer satisfaction issue which led to promotion to trainer and eventually supervisor.
Timeline
Novelist
Moondanser Enterprises
01.2025 - Current
Escalations Supervisor
UnitedHealthcare
11.2023 - 12.2024
Complex Cust Care Rep Sr
UHC Benefit Ops - Consumer Ops
05.2022 - 11.2023
Trainer Coordinator
Priority Payment Systems
04.2014 - 11.2017
Bachelor of Arts - English
University of West Georgia