Jeira Holguin
Charlotte,NC
Summary
Self-motivated Call Center Supervisor at Maximus, who thrives in enhancing team performance through effective communication and coaching. Fosters empathy and innovation in agents, for better customer experience. Equipped to train, monitor and manage teams in fast-paced environments. Personable and decisive with expertise in conflict resolution and consumer behavior.
Overview
13
13
years of professional experience
Work History
Call Center Supervisor - Remote
Maximus
12.2021 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Maintained open lines of communication with team, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Executed Monthly Performance Plans with representatives to to identify agents success and area for improvement.
- Ensure agents have a comprehensive knowledge of student loans and stay up to date on new information and updates.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Call Center Supervisor
Navient Solutions
10.2014 - 12.2021
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Ensured compliance with industry regulations and company policies through regular call reviews and ongoing agent education.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Team Lead
Navient Solutions
08.2014 - 10.2014
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to call center agents requests and questions to better assist customers.
- Followed up with customers about escalated issues to maintain high standards of customer service.
Account Resolution Specialist (ART TEAM)
Sallie Mae
08.2012 - 08.2014
- Conducted thorough research on complex cases to provide accurate information.
- Completed in-depth research to investigate claims and resolve problems.
- Resolved account discrepancies by analyzing data and collaborating with internal departments.
- Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
Call Center Representative
Sallie Mae
02.2011 - 08.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Certificate - Customer Service Certificate Program
Keystone College
La Plume, PA11.2020
High School Diploma -
Norman Thomas High School
New York, NY06.2007
Skills
- Effective Communication
- Coaching and Mentoring
- Staff Motivation and Management
- Performance Management
- Proficient in Microsoft office applications
- Conflict Resolution
- Emotional Intelligence / Empathy
Avid book reader
I typically read a few books a week - mostly psycological thrillers.
Languages
Spanish
Native or Bilingual
Timeline
Call Center Supervisor - Remote
Maximus
12.2021 - Current
Call Center Supervisor
Navient Solutions
10.2014 - 12.2021
Team Lead
Navient Solutions
08.2014 - 10.2014
Account Resolution Specialist (ART TEAM)
Sallie Mae
08.2012 - 08.2014
Call Center Representative
Sallie Mae
02.2011 - 08.2012
Certificate - Customer Service Certificate Program
Keystone College
High School Diploma -
Norman Thomas High School