JOANN HOLLEY
Dallas
Summary
Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance.
Experienced with leading customer service teams to achieve high satisfaction levels and operational efficiency. Utilizes problem-solving and conflict resolution skills to address customer concerns effectively. Track record of fostering team collaboration and maintaining positive work environment.
Overview
12
12
years of professional experience
Work History
Remote Customer Service Lead
Chime Solutions
Remote
10.2023 - 11.2025
- Oversaw team operations, ensuring adherence to company policies and safety standards.
- Implemented process improvements that streamlined workflows and increased efficiency.
- Managed resource allocation effectively, optimizing team productivity and project outcomes.
- Trained new team members by relaying information on company procedures and safety requirements.
Healthcare Customer Service Representative
State Farm
Dallas, TX
05.2018 - 09.2023
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized CRM software to manage client interactions and maintain accurate records.
- Collaborated with healthcare providers to ensure timely processing of claims and benefits.
- Monitored service quality metrics to identify areas for improvement and implement solutions.
- Streamlined workflow processes, enhancing efficiency in handling customer requests and follow-ups.
- Led initiatives to enhance patient satisfaction through proactive communication strategies.
Claims Adjuster
Teleperformance
Richardson, TX
10.2013 - 04.2018
- Evaluated claims to determine coverage and liability based on policy terms.
- Mentored junior adjusters in best practices for claims assessment and negotiation.
- Collaborated with legal teams to resolve disputed claims efficiently.
- Developed strategies to enhance accuracy in claim processing workflows.
- Implemented quality control measures, improving overall claims resolution time.
- Analyzed data trends to identify potential areas for process improvement within the department.
- Led training sessions on new software tools for enhanced claims management efficiency.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
Education
High School Diploma -
South Oak Cliff
Skills
- Payment processing
- Email etiquette
- Customer complaint resolution
- Call center experience
- Interpersonal communications
- Call flow maximization
- Staffing oversight
- Quality assurance
- Customer relations
- Research and analysis
Timeline
Remote Customer Service Lead
Chime Solutions
10.2023 - 11.2025
Healthcare Customer Service Representative
State Farm
05.2018 - 09.2023
Claims Adjuster
Teleperformance
10.2013 - 04.2018
High School Diploma -
South Oak Cliff