Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tamika Holden

Summary

Professional manager with significant expertise in overseeing complex projects and ensuring timely delivery. Skilled in strategic planning, analytical thinking, and risk assessment. Strong focus on team collaboration, fostering results-driven environment, and adapting to changing needs. Known for reliability, leadership, and effective communication.

Overview

14
14
years of professional experience

Work History

Client Integrations Project Manager

Sterling
12.2021 - Current
  • Project Management
  • Manage the coordination of multiple customer integration deployment projects between Sterling's Screening System and HR Platforms
  • Interact with clients, internal departments, and partners to deploy standard pre-packaged integration projects
  • First level support for integration issues
  • Maintain activation/deployment and training documentation
  • Provide/assist in knowledge sharing/training of new hires and existing team members
  • Assist in the monitoring and support of existing integrations and clients

Senior-Lead Customer Care Specialist

Employment Background Investigations
08.2014 - Current
  • Company Overview: (Company acquired by Sterling)
  • Project Management
  • Managed employee training for all new hires, offering continuous guidance and mentorship on best practices while providing constructive feedback
  • Managed implementation of Service Cloud for the Customer Care department to include system testing, workgroup assignment for customization requests
  • Implementation of Desk.com to include system testing, workgroup assignment for customization requests
  • Co-technical writer for software utilization in customer care team
  • Liaison for software troubleshooting; executed system updates based on team/management/leadership recommendations
  • Developed and implemented customer care team training module
  • Updated Standard Operating Procedures (SOPs)/Confluence
  • Liaison for software testing for new systems and products for the Customer Care department and EBI as a whole
  • Client Relations / Customer Service
  • Lead trainer for onboarding of new hires
  • Lead trainer for new/existing clients with J-One and E-Verify
  • Co-lead for troubleshooting client inquiries with E-Verify
  • Facilitate adverse action disputes for client applicants
  • Assist with scheduling/tracking/updating occupational health screenings
  • Analyze client inquiries and proactively identify alternate solutions to processes/procedures/system updates
  • Manage client profiles in Sales Logix, Desk.com and Service Cloud
  • Partner with Account Management Group to identify trend analysis for client reporting
  • Acting supervisor for escalated calls
  • Customer Care Lead Administration (Team of 10)
  • Conducted monthly 1 on 1's
  • Managed daily/weekly/monthly call and email metrics
  • Reviewed and assisted with monthly call monitoring audits
  • Implemented and managed monthly email audits
  • Interview, Hire, Train, Mentor, and On-going Coaching new members of the Customer Care Team
  • Analytics / Quality Assurance
  • Adherence to ISO Compliance policies
  • Review and update client data for export into Desk.com and Service Cloud
  • Ensure information reported to clients adheres to national FCRA guidelines

Client Services Specialist

Pinkerton Global Screening Solutions
03.2011 - 08.2014
  • Implementation
  • Facilitate potential client(s) service demonstration (product testing)
  • Draft and finalize client contracts
  • Onboarding and credentialing of new client accounts
  • Client Relations / Customer Service
  • Liaison for new/existing clients
  • Troubleshoot system errors; partner with software support team to resolve Tier II issues

Education

Bachelor Of Science -

University Of Phoenix
07.2015

High School Diploma - Certified Cosmetologist

Mergenthaler Vocational - Technical High School
06.2000

Skills

  • Microsoft Office
  • J-One Background Screening/Sterling Direct Screening Systems
  • I3Screen – Occupational Healthcare Management System
  • E-Verify/I9 Advantage
  • Sales Logix
  • Deskcom
  • Service Cloud/Salesforce
  • Jira
  • Confluence

Accomplishments

  • Ranked #1 in above satisfaction for performance
  • Leadership Training and Development Training

Timeline

Client Integrations Project Manager

Sterling
12.2021 - Current

Senior-Lead Customer Care Specialist

Employment Background Investigations
08.2014 - Current

Client Services Specialist

Pinkerton Global Screening Solutions
03.2011 - 08.2014

Bachelor Of Science -

University Of Phoenix

High School Diploma - Certified Cosmetologist

Mergenthaler Vocational - Technical High School

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Tamika Holden