Tanya Holsten

Accomplishments:

• Maintaining a 96% QA average 2025 year
• Serve as the TPA remaining HIPPA Compliant to educate participants on Benefit plans including : HSA investments, FSA Plans, Dependent Care Plans, HRA Plans, Mass Transit, Parking and Commuter Plans.
• Research and analyze client concerns and communicate any necessary information to the appropriate party of resolution via phone calls as well as email.

Accomplishments:

• Maintained a consistent 99%+ QA rating across four quarters, demonstrating a commitment to excellence and high-quality service
• Awarded 115% HPP Bonus Payout for 2023 year
• Recognized by leadership and peers for consistently high quality, thorough research, and meeting all performance standards, contributing to team success

Responsibilities:

• Inbound call center CS Specialist for our North American Fuel card fleet accounts in the US and Canada for Global Vendors
• Conducted in-depth case research and audits on complex inquiries including credit line increases, rebates, and government fleet payments, ensuring accurate and timely resolution for clients

• Recruited and onboarded new hires by sourcing candidates, performing background checks, and securing necessary approvals from the Director of Safety.
• Streamlined the applicant tracking process with daily follow-ups via phone, text, and email.
• Managed new hire logistics, including travel arrangements and event coordination for Driver Appreciation Week.

• Managed comprehensive office administration, including maintaining meticulous records and files to ensure the accuracy and organization of all documents and spreadsheets.
• Oversaw all bookkeeping tasks, from managing invoices and payments to reconciling accounts, to ensure financial accuracy and compliance.
• Provided direct leadership and guidance to a small support staff, optimizing workflows and ensuring operational efficiency across the team.

• Supervised a support team and oversaw monthly quality compliance metrics, ensuring all standards were met.
• Conducted quality reviews and managed all data submissions, which included evaluating customer and unauthorized contact interactions to maintain high performance and accuracy.
• Collaborated with the Owner and Vendor Partner in monthly meetings to ensure strict regulatory compliance and review Quality Adherence, successfully securing monthly quality scores.
• Partnered with the HR supervisor on all accounting tasks, where precise attention to detail was essential for ensuring accuracy.
• Acted as the lead investigator for all billing discrepancies, collaborating with billing and operations teams to efficiently resolve errors and disputes.

• Acted as a key liaison for corporate operations, managing communications between executives and on-site property managers.
• Handled all administrative support, including call and mailroom management, payment processing for HOA dues, and conference room scheduling for HR Executives.

• Operated a POS system to itemize and complete customer purchases; set up and explained new membership contracts; maintained and operated a drawer of $500.
• Assisted clients with needs for parts and orders during seasons from the lumber department to the seasonal department.

• Collaborated with the finance director, sales manager, and accounting team to meet daily deadlines, which included processing leases and sales to ensure timely payroll.
• Maintained a precise buy sheet log and managed cost and invoice adjustments to ensure financial accuracy.
• Managed a comprehensive filing system for TxDOT license plates, registrations, and dealer tags, and created temporary plates to ensure compliance and efficiency.
• Maintained and verified the Used Car check-in log and ensured the accuracy of ACV on all bid sheets.
• Supported office operations by assisting the receptionist and office staff with phone management, customer service, document processing, and data entry.
• Pulled and verified Autocheck and CARFAX reports for all trade documents, titles, and registrations to ensure data integrity.
• Provided notary services for a range of official documents.