Summary
Overview
Work History
Education
Skills
Certification
Awards
Languages
Accomplishments
Languages
References
Timeline
Generic

NAVELLYS HOLLAND

Riverdale,MD

Summary

Dynamic professional with extensive experience in customer service and HIPAA compliance. Proven leader in enhancing operational efficiency and resolving complex issues. Expertise in data entry accuracy, technical troubleshooting, and fostering strong client relationships. Efficient Human Resources Coordinator skilled in employee relations, payroll management, and recruitment processes, ensuring smooth HR operations.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Unarmed Lead Security Officer

Independent
01.2017 - Current
  • Monitored premises to detect potential threats and secured all entry points.
  • Patrolled client grounds and parking lots, reporting prohibited activities.
  • Responded promptly to emergency reports, ensuring protocols were followed.
  • Maintained daily logs of irregularities, including property damage and unauthorized presence.
  • Conducted regular ID checks for staff and students to uphold security standards.
  • Performed checkpoints throughout buildings, managing access based on schedules.
  • Secured critical areas and assets to prevent unauthorized access.
  • Exhibited a strong presence to deter criminal activity and enhance safety.

Call Center Supervisor / Training Supervisor / QA Specialist / Recruiter / Workforce Management & Payroll

The net.America Corporation
Upper Marlboro, MD
08.2017 - 07.2024
  • Facilitated connections between members and dental providers, clarifying benefits and resolving grievances.
  • Supported providers with claim submissions, remittance inquiries, and coordination of benefits.
  • Supervised 20-35 customer service representatives per shift, ensuring adherence to service level agreements.
  • Developed training materials and conducted sessions on effective call handling and customer service skills.
  • Monitored performance metrics and provided feedback to enhance team efficiency and satisfaction.
  • Coordinated schedules to maintain coverage and meet service level metrics effectively.
  • Conducted quality assurance evaluations to uphold 'World Class Services' standards across the call center.
  • Collaborated with team members to address escalated issues and implement process improvements.
  • Conducted performance reviews of call center staff and documented results.
  • Managed daily operations, client relations and IT.
  • Assisted in onboarding of new hires by providing orientation materials and training sessions.
  • Sourced and screened potential candidates for open positions.
  • Coordinated background checks on successful candidates prior to offer acceptance.

Associate Clinical Administrative Coordinator (Bilingual / WAH)

UnitedHealth Group (Optum)
Columbia, MD
10.2018 - 08.2019
  • Scheduled appointments for members enrolled in health plans within Team Care department.
  • Facilitated connections between members and healthcare providers through in-home visit arrangements.
  • Conducted high-volume outbound calls to members for survey completion.
  • Handled inbound calls, addressing member inquiries and providing assistance.
  • Validated member demographic information and collected additional data using plan scripts.
  • Entered accurate member records based on information gathered during calls.
  • Resolved scheduling issues and routed calls to appropriate departments as needed.
  • Met performance metrics by completing 125-140 calls and 25-30 surveys daily.

Retail Manager

Noly's Fashion
Laurel, MD
05.2016 - 09.2017
  • Oversaw store opening and closing procedures to ensure operational efficiency.
  • Provided courteous service, receiving highly positive feedback from customers.
  • Managed customer inquiries through phone, messaging platforms, and social media channels.
  • Directed launch and operations of clothing retail chain, focusing on customer service and merchandising.
  • Hired and trained sales and recovery staff while maintaining compliance with policies.
  • Administered scheduling, disciplinary processes, and assigned sales quotas and incentives.
  • Conducted cash and credit transactions, ensuring balanced drawers at shift end.
  • Prepared daily sales reports and bank deposits to monitor financial performance.

Unarmed Security Officer

Blueline Security Services
Landover, MD
03.2016 - 05.2016
  • Monitored premises to detect and prevent potential threats, ensuring security of doors, windows, and emergency exits.
  • Patrolled client premises and parking lots to observe, detect, and report prohibited activities.
  • Responded to all emergency reports on client premises to ensure swift assistance.
  • Executed emergency notifications according to established protocols to summon emergency services promptly.
  • Maintained daily logs of irregularities, including equipment damage, theft, and unauthorized presence.
  • Conducted regular ID checks for staff and students to uphold safety and security standards.
  • Performed checkpoints throughout the building; managed unlocking and locking of classrooms per program schedule.
  • Exhibited a strong physical presence to deter criminal activity and protect assets.

Teacher Assistant

Springboard Education
Washington, DC
08.2015 - 03.2016
  • Monitored children's play, snack, and homework activities to ensure safety and engagement.
  • Organized recreational activities, worksheets, and arts and crafts to foster creativity.
  • Incorporated music and art into Spark activities to enhance learning experiences.
  • Mentored over 20 students in grades one and two, reinforcing classroom rules for positive behavior.
  • Maintained a clean, child-friendly environment conducive to learning.
  • Translated for Hispanic community during enrollment and parent-teacher conferences to support inclusion.
  • Reinforced teacher lessons through one-on-one and small group material reviews with students.
  • Supported students in completing assignments across subjects, providing guidance and emotional support.

Daycare Assistant

Mildre's Daycare
Hyattsville, MD
03.2013 - 08.2015
  • Delivered comprehensive care for children, including grooming, feeding, and maintaining cleanliness of rooms and toys.
  • Developed and encouraged age-appropriate learning, focusing on communication, manners, sharing, and mobility skills.
  • Monitored children's health and behavior to maintain a safe environment, reporting concerns to staff and parents.
  • Introduced children to diverse interests such as art, music, and sports to foster exploration.
  • Guided children in adopting positive behaviors with appropriate discipline when necessary.
  • Prepared children for transition to next level of care or school readiness.
  • Prepared balanced meals for breakfast, lunch, and snacks to promote healthy eating habits.

Front Desk Manager /Receptionist

Comunicar Travel (HR Block)
Hyattsville, MD
01.2012 - 04.2015
  • Managed receptionist area, greeting visitors and responding to inquiries regarding products and services.
  • Coordinated appointment scheduling for tax filing, notary, and customs services.
  • Created databases and spreadsheets to enhance inventory management and reporting accuracy.
  • Resolved customer service complaints, adjusting bills and ensuring satisfaction.
  • Maintained detailed records of customer interactions, documenting inquiries and actions taken.
  • Processed payments, canceled accounts, and filed confidential records accurately.
  • Handled incoming and outgoing correspondence while keeping office organized and stocked.
  • Performed administrative tasks including making copies, sending faxes, and distributing mail.

Head Computer Technician

Nova's Computer Service
San Juan, PR
09.2009 - 12.2011
  • Diagnosed equipment issues through customer interactions to identify problems.
  • Reassembled machines after repairs or part replacements to restore functionality.
  • Executed hardware and server repairs as needed to ensure operational continuity.
  • Traveled to customer locations for machine servicing and emergency repair interventions.
  • Reinstalled and configured software to resolve machine malfunctions effectively.
  • Educated customers on equipment operation, maintenance, and programming best practices.
  • Provided technical support and troubleshooting assistance as required.
  • Maintained computer systems and software for secure and efficient operations.

Education

High School Diploma -

C.E.D.E.A
RIO PIEDRAS, PR

Computer Technician & PC/Laptop Repairs -

Educational Computer Center
CAROLINA, PR

Skills

  • Costpoint and POS expertise
  • Microsoft applications proficiency
  • MacOS and Linux navigation
  • Payment collection strategies
  • Multi-line phone operation
  • Data entry accuracy
  • Team collaboration
  • Scheduling efficiency
  • Management skills
  • Customer service excellence
  • Technical troubleshooting
  • Computer literacy
  • Problem solving ability
  • Critical thinking skills
  • HIPAA compliance knowledge
  • Training and onboarding facilitation
  • Service level reporting
  • Conflict resolution techniques
  • Incident investigation skills
  • Surveillance monitoring expertise
  • Team leadership capabilities
  • Safety protocol adherence
  • Attention to detail focus
  • Effective communication skills
  • Regulatory compliance understanding
  • Time management proficiency
  • CCTV monitoring experience
  • Crisis management strategies
  • Workplace safety practices
  • Relationship management and building skills
  • Sensitive information handling expertise
  • Background check processes knowledge

Certification

  • Certificate of Training: Customer Service Skills MDHS Project
  • HIPAA Compliance
  • CPR/AED
  • Microsoft Expert
  • Maryland Security Guard

Awards

  • Spirit Award (3rd Quarter), The net.AMERICA Corporation, 2022
  • Exceptional Leadership Award (2nd Quarter), The net.AMERICA Corporation, 2022
  • Exceptional Leadership Award (1st Quarter), The net.AMERICA Corporation, 2022
  • Exceptional Leadership Award (1st Quarter), The net.AMERICA Corporation, 2021
  • Exceptional Leadership Award (2nd Quarter), The net.AMERICA Corporation, 2021
  • Exceptional Leadership Award (3rd Quarter), The net.AMERICA Corporation, 2021
  • Presidential Award, The net.AMERICA Corporation, 2021
  • Award of Excellence for Outstanding Achievement & Performance, The net.AMERICA Corporation, 2018
  • Overachiever Award - Outstanding Assistance Offered, The net.AMERICA Corporation, 2017

Languages

Spanish

Accomplishments

  • Exceptional Leadership
  • Spirit Awards
  • Oustanding Service

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Associate Clinical Administrative Coordinator (Bilingual / WAH)

UnitedHealth Group (Optum)
10.2018 - 08.2019

Call Center Supervisor / Training Supervisor / QA Specialist / Recruiter / Workforce Management & Payroll

The net.America Corporation
08.2017 - 07.2024

Unarmed Lead Security Officer

Independent
01.2017 - Current

Retail Manager

Noly's Fashion
05.2016 - 09.2017

Unarmed Security Officer

Blueline Security Services
03.2016 - 05.2016

Teacher Assistant

Springboard Education
08.2015 - 03.2016

Daycare Assistant

Mildre's Daycare
03.2013 - 08.2015

Front Desk Manager /Receptionist

Comunicar Travel (HR Block)
01.2012 - 04.2015

Head Computer Technician

Nova's Computer Service
09.2009 - 12.2011

High School Diploma -

C.E.D.E.A

Computer Technician & PC/Laptop Repairs -

Educational Computer Center

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