Summary
Overview
Work History
Education
Skills
Timeline
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Santanna Holman

Summary

Experienced customer service representative with a proven track record of providing exceptional customer support. Skilled in handling inquiries, resolving issues, and maintaining positive customer relationships. Proficient in using CRM systems and delivering high-quality service. Known for excellent communication, problem-solving, and interpersonal skills.

Overview

21
21
years of professional experience

Work History

Customer Service Advisor

Anthology
04.2025 - 05.2025
  • Resolved customer service issues promptly and professionally to enhance satisfaction.
  • Assisted customers with billing inquiries and product information requests.
  • Utilized computer technology to manage high call volumes efficiently.
  • Compiled reports to monitor performance metrics and service quality.
  • Collaborated with team leads and supervisors to ensure adherence to policies.
  • Answered customer inquiries through phone, chat, and electronic methods effectively.
  • Maintained compliance with call scripts to deliver consistent service.

Digital Team Lead

Walmart
03.2022 - 12.2024
  • Supervised and coached a team of digital associates, fostering collaboration and meeting performance goals consistently.
  • Managed online order fulfillment processes, ensuring 98% on-time delivery and customer satisfaction.
  • Monitored and updated stock levels for online orders, minimizing discrepancies and improving inventory accuracy by 15%.
  • Resolved escalated customer inquiries related to digital orders, providing solutions that enhanced loyalty and retention.
  • Identified and implemented workflow improvements that increased order processing efficiency by 20%.
  • Trained team members on digital tools and systems, improving productivity and reducing system errors.
  • Analyzed key performance indicators (KPIs) to track progress, addressing gaps to exceed operational targets consistently.
  • Designed and delivered training programs to enhance team skills, resulting in a 20% increase in productivity.

Medical Records Clerk

Gardner Health Center
05.2004 - 12.2005
  • Organized and maintained patient medical records in compliance with HIPAA regulations, ensuring accuracy, accessibility, and confidentiality.
  • Digitized paper records, accurately indexing files to streamline record-keeping processes.
  • Identified and corrected discrepancies in medical records, minimizing billing errors and improving documentation quality.
  • Processed high volumes of patient information with 99% accuracy, supporting seamless access for healthcare providers.
  • Implemented digital filing systems, reducing retrieval times by 30% and improving team productivity.
  • Conducted regular audits of records to identify and correct inconsistencies, ensuring up-to-date and error-free documentation.
  • Assisted with patient requests for medical records, maintaining a high level of professionalism and empathy.
  • Worked closely with healthcare teams to ensure timely record sharing for optimal patient care outcomes.
  • Proficient in electronic medical records (EMR) systems to enhance efficiency and data security.

Education

Medical Assistant/Medical Billing and Coding -

Remington College
01.2004

Skills

  • Customer service
  • Customer support
  • Inquiries handling
  • Issue resolution
  • Customer relationship management
  • CRM systems
  • High-quality service
  • Communication
  • Problem-solving
  • Interpersonal skills

Timeline

Customer Service Advisor

Anthology
04.2025 - 05.2025

Digital Team Lead

Walmart
03.2022 - 12.2024

Medical Records Clerk

Gardner Health Center
05.2004 - 12.2005

Medical Assistant/Medical Billing and Coding -

Remington College

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