JUSTIN R. HOLLINS
Atlanta,GA
Summary
A dedicated, trustworthy, and enthusiastic employee with a strong background in customer service. Punctual and a team builder with a positive outlook. Proven ability to take initiative and adapt to changing priorities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Aspire Loyalty Group / Bakkt
03.2023 - Current
- Oversee the day-to-day activities of the call center team, including scheduling, monitoring attendance, and managing performance.
- Ensure all team members comply with company policies, call center procedures, and regulatory requirements.
- Respond to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Customer Service Representative /Corporate Travel Consultant
Aspire Loyalty Group / Bakkt
03.2021 - 02.2022
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Customer Service Representative
Flagstar Bank
03.2020 - 01.2021
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
- Assist customers in restricting loans to avoid foreclosure
- Received “supervisory access” after 6 months of employment (managed escalated issues)
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Assisted customers with completing loan applications and other paperwork.
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
Title Insurance Agent
Amrock (Quicken Loans Company)
10.2018 - 03.2020
- Oct 2018 (Scan Team)
- Data Entry
- Ensure all documents are successfully uploaded to the system / properly with correct signage
- Organize files by date and secure file in assigned storage area to be picked up and sent to State for recording
- July 2019 (PCDS/Post Close)
- Document/Case Work
- Send out Mortgages to Lender’s for processing
- Create/Change Processes according to Amrock and Specific Lender Requirements/Request
- Hold Meetings to present New Information or Findings
- November 2019 (LC Recording Audit)
- Approve Lender/Borrower Checks
- Receive all Original Documents/Mortgages
- Respond to Every Email within a 2-hour time frame (In-House/Lender/Customer)
- Notate file Accordingly and accurately
- Work efficiently with team to handle difficult cases
Administration/Personal Assistant
HDR Marketing (AT&T/DirectTV)
11.2016 - 09.2018
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Coordinated events and functions with attention to detail ensuring successful execution.
- Maintained appropriate filing of personal and professional documentation.
- Accomplished project deadlines by assisting with task completion whenever required.
Education
Bachelor of Business Administration -
University of Phoenix
Tempe, AZ05-2026
High School Diploma -
Oak Park High School
Oak Park, MI05-2012
Skills
- General Office Skills
- Good Communication
- Good Customer Service
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Data Entry
- Event Facilitator
- FedEx Ship Manager
- Quality Assurance
- Operations Management
- Business Administration
- Marketing
Certification
- Lean Six Sigma Yellow Belt Certification – IASSC Lean Six Sigma Yellow Belt Exam.
- Google Project Management, Professional Certificate – Coursera and Google.
- Google Data Analytics Professional Certificate - Google.
Timeline
Call Center Supervisor
Aspire Loyalty Group / Bakkt
03.2023 - Current
Customer Service Representative /Corporate Travel Consultant
Aspire Loyalty Group / Bakkt
03.2021 - 02.2022
Customer Service Representative
Flagstar Bank
03.2020 - 01.2021
Title Insurance Agent
Amrock (Quicken Loans Company)
10.2018 - 03.2020
Administration/Personal Assistant
HDR Marketing (AT&T/DirectTV)
11.2016 - 09.2018
- Lean Six Sigma Yellow Belt Certification – IASSC Lean Six Sigma Yellow Belt Exam.
- Google Project Management, Professional Certificate – Coursera and Google.
- Google Data Analytics Professional Certificate - Google.
Bachelor of Business Administration -
University of Phoenix
High School Diploma -
Oak Park High School
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