Leah Holdman

• Provide superior customer service to all internal/external business partners by handling 50 calls daily.
• Assume ownership and timeliness in handling agency inquiries and policy change requests in an efficient, accurate and professional manner
• Responsible for the issuance of personal insurance new business, endorsements, and renewal policies.
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems
• Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries.

• Maintained a high level of confidentiality when handling sensitive information, ensuring the privacy of handling 225 tenants.
• Expedited report generation by compiling data accurately from various sources for supervisors'' review.
• Optimized time management by effectively multitasking across various responsibilities while adhering to strict deadlines.
• Explained rental and housing regulations to clients and helped each discover best options for housing.
• Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
• Calculated tenant rent amounts to prepare leases and contracts.

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• Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
• Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
• Created new hire and termination documents for payroll.
• Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.

• Collected and recorded information in electronic medical records.
• Collaborated with multidisciplinary teams, sharing insights from case investigations to inform broader public health initiatives aimed at combatting COVID-19 transmission.
• Managed the COVID-19 response by efficiently conducting case investigations and contact tracing.
• Leveraged cultural competency skills to effectively communicate with diverse populations impacted by the pandemic.
• Enhanced data accuracy in tracking systems through meticulous documentation of case investigation findings.
• Contacted people exposed to individuals with COVID-19, assessed symptoms and referred for testing.
• Participated in ongoing professional development opportunities related to COVID-19 best practices, staying informed on emerging trends and strategies for effective outbreak management.

• Enhanced customer satisfaction by providing personalized travel recommendations and booking services by taking up to 50 inbound calls daily.
• Maintained accurate records of all bookings and transactions, adhering to strict data privacy guidelines.
• Ensured client satisfaction by proactively addressing any potential issues before they arose during their travels.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Managed complex itineraries for multi-destination trips, ensuring a seamless travel experience for clients.

• Built strong relationships with B2B travel agents through exceptional communication and personalized service.
• Organized trips for individual, family and business travelers.
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference while answering inbound calls in a fast paced environment..
• Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
• Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Answered constant flow of customer calls by answering up to 80 calls daily.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Processed insurance payments for customers of Florida Blue
• Promoted to Team Lead within 6 months of employment
• Assisted in the process of enrolling customers and family members for health insurance plans
• Worked closely with affordable care act to ensure guidelines were meant when enrolling customers
• Team lead supervisor a team of 19 people
• Monitoring and tracking team members to ensure adherence and call handle times are being met
• Monitored team member calls to ensure customers are receiving exemplary service and team members are following touch points on calls
• Tracked attendance, adherence, and call handle time via IEX and Cisco Connect
• Coach team members in order to increase productivity and provide goals.