Peaches Holder
Princeton
Summary
To secure a rewarding and challenging position where I can utilize and enhance my skills, which can offer an opportunity for professional growth and career advancement.
Overview
14
14
years of professional experience
Work History
Supervisor
Iqor
08.2019 - Current
- Manages a team of seventeen customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitored and reviewed calls and correspondence between representatives and customers to ensure compliance with service standards.
- Ensures that representatives are informed about changes to company products and services.
- Identified opportunities to enhance customer service procedures and recommended updates to Director of Customer Service.
- Prepares monthly reports summarizing the assigned customer service team’s performance.
- Collected data and prepared reports on customer complaints and inquiries to inform service improvements.
Quality Analyst
Iqor
10.2018 - 08.2019
- Coached and developed new hire and tenured agents to enhance call efficiency through behavior modification.
- Evaluated recorded content to ensure agents delivered customer service experiences aligned with organizational objectives and adhered to call flow procedures.
- Provided actionable feedback to team leaders and managers to support continuous improvement.
Customer Service Assistant
Iqor
05.2018 - 10.2018
- Delivered exceptional customer service to inbound callers for roadside assistance by identifying and resolving issues, ensuring callers received necessary information during emergencies.
- Assisted team members in navigating the one road system and provided coaching on handling difficult customer service calls.
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving.
- Processed orders and managed returns efficiently and accurately.
Medicare Prescription Drug Plan Specialist
Convergys Corporation
09.2017 - 12.2017
- Resolved pharmacy issues for Blue Cross and Blue Shield providers and pharmacies, enhancing service delivery.
- Select and explain the best solution to solve the issue; expedite corrections or adjustments.
- Addressed routine inquiries on multiple products from members, providers, pharmacies, and employer groups, ensuring timely and accurate information exchange.
- Maintained professionalism when handling patient information to comply with HIPAA regulations.
Transition Floor Support Agent
Convergys Corporation
12.2012 - 09.2017
- Facilitated orientation and training for new Comcast customer service representatives, ensuring effective onboarding.
- Fostered rapport among trainees, promoting trust and collaboration on the sales floor.
- Coordinated with management to stay updated on product knowledge and company policy changes.
Escalation Agent
Convergys Corporation
11.2011 - 12.2012
- Resolved client issues effectively, transforming frustrated customers into repeat clients and contributing to customer retention.
- Maintained professionalism and established positive rapport with clients, enhancing customer experience during each interaction.
- Answered incoming customer calls for Comcast on billing issues, product problems, service questions, and client concerns, ensuring timely resolution.
Education
Bachelor - Corporate Finance
Colorado State University Global
Denver, CO05-2027
Associates - Business Administration
South Plains College
Lubbock, TX05-2019
References
Available Upon Request
Timeline
Supervisor
Iqor
08.2019 - Current
Quality Analyst
Iqor
10.2018 - 08.2019
Customer Service Assistant
Iqor
05.2018 - 10.2018
Medicare Prescription Drug Plan Specialist
Convergys Corporation
09.2017 - 12.2017
Transition Floor Support Agent
Convergys Corporation
12.2012 - 09.2017
Escalation Agent
Convergys Corporation
11.2011 - 12.2012
Bachelor - Corporate Finance
Colorado State University Global
Associates - Business Administration
South Plains College