Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Accomplishments
References
Timeline
Generic

TREEZA HOLLAND

Middleburg

Summary

Seasoned supervisor with a history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity. Recognized and commended for collaborating with upper management to achieve organizational objectives.

Overview

28
28
years of professional experience

Work History

Contact Center Service & Digital Supervisor

RadiFi Credit Union
Jacksonville
12.2023 - Current
  • Manage team schedules and oversee the contact center service and digital operations, including training, scheduling, and performance evaluations.
  • Collaborated with management to align team goals with company objectives.
  • Monitor employee productivity to provide constructive feedback and coaching. Including on-the-job coaching and development to ensure that assigned metrics, such as abandonment rate, average talk time, and first call resolution, are met.
  • Assure that all metrics are maintained by monitoring incoming calls, chats, and online banking messages daily.
  • Serve as members' advocates to research in-depth issues and provide top-notch service to members requiring additional assistance with complex matters.
  • Perform problem resolutions, handle overflow, and escalated calls for the department.
  • Act as backup to the department when call volumes are high due to an increase in calls, time off from associates, or providing support for credit union promotions.

Senior Client Services Manager

Ovation Credit Services by Lendingtree
01.2017 - 08.2025
  • Managed a team of Case Advisors in the areas of performance standards, compensation, training, recognition, and implementation of all policies and procedures.
  • Ensures that business goals are met, with adherence to approved budgets.
  • Conduct regular assessments of service delivery standards and compliance via process improvement plans, efficient reporting, and the flow of information.
  • Developed strategies for improving client service processes and workflows.
  • Trained and mentored junior staff on best practices in client service.
  • Collaborated with cross-functional teams to resolve client issues efficiently.
  • Implemented new tools to streamline communication with clients.
  • Collaborated with cross-functional teams to develop innovative solutions that met customer needs.
  • Ensured that all customer complaints were resolved promptly and professionally.

Team Leader Case Advisor

Ovation Credit Services by Lendingtree
05.2014 - 01.2017
  • Continued Case Advisor duties as outlined above.
  • Call escalations: establishing and maintaining relationships with individual clients and resolving issues they may have.
  • Team-based mentoring and motivating.
  • Training and development of new agents.
  • General team supervision.

Case Advisor

Ovation Credit Services by Lendingtree
06.2005 - 05.2014
  • Managed case documentation and ensured compliance with credit service policies.
  • Analyzed client credit reports to identify potential issues and discrepancies.
  • Conducted regular client reviews via inbound and outbound calls, as well as emails.
  • Identified and resolved client credit questions and concerns in a professional, friendly, and timely manner through Ovation systems and processes.
  • Sold consumers on Ovation’s products and services to repair their credit.
  • Retaining clients by providing elite service to each customer.

Quality Assurance Coordinator /Supervisor

Teleperformance USA
03.2003 - 05.2005
  • Facilitated regular call performance sessions between our vendors and the contact centers servicing those vendors via conference call and on-site visits.
  • Gave real time constructive feedback to each vendor for product compliance and call handling during these sessions.
  • Coordinated any necessary actions plans following performance sessions to ensure continued compliance requirements and goals were met.
  • Managed a team of QA analysts that provided daily evaluations for multiple vendors contracted with the company.
  • Ensured business targets were met by each agent on my team, with adherence to account compliance, budgets, and projection requirements.
  • Conducted regular coaching sessions to develop each team member and provide feedback on their progress.
  • Owned other duties as assigned by management.

Warehouse Manager

HOST services - Salt Lake City International Airport
08.2000 - 07.2002
  • Responsible for receiving, cataloging, organizing, tagging, and storing all the merchandise sold within the airport terminal kiosks.
  • Managed a team of employees who were responsible for each kiosk product order fulfillment and the delivery of those orders to the kiosks.
  • Ensure that business goals are met, with adherence to approved budgets.
  • Responsible for any disciplinary actions when necessary. And the continued training and development of my team.
  • Coordinated the additional stock, storage, and fulfillment of all SLC 2002 Olympic merchandise, including the creation of an online ordering system and the shipment of those specialty Olympic merchandise orders.

Customer Service Representative

Providian Bank
07.1999 - 10.2000
  • Assisted customers with account inquiries and transaction processing.
  • Maintained accurate records of customer interactions in the database system.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Call Center Supervisor

Teltrust Inc.
07.1997 - 04.1999
  • Supervised daily operations of call center staff to ensure efficient service delivery.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Conducted performance reviews of call center staff and documented results.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coordinated special events and contests designed to help with department motivation.

Education

GED -

Kearns High
Utah
03.1989

Skills

  • Team leadership
  • Performance evaluation
  • Customer service
  • Conflict resolution
  • Schedule development
  • Processes and procedures
  • Employee motivation
  • Employee development
  • Goal oriented
  • Effective communication
  • Problem solving
  • Coaching and mentoring
  • Time management
  • Documentation and reporting
  • Organizational skills

Hobbies and Interests

I love to spend time exploring and building memories with my family. I enjoy designing interior spaces, baking, and painting. I am an avid dancer and enjoying music and moving to everything I do. 

Accomplishments

Was named the Wave Rider (employee of the month) for July 2024.

Selected for a special Leaders Making Waves program.

References

References available upon request.

Timeline

Contact Center Service & Digital Supervisor

RadiFi Credit Union
12.2023 - Current

Senior Client Services Manager

Ovation Credit Services by Lendingtree
01.2017 - 08.2025

Team Leader Case Advisor

Ovation Credit Services by Lendingtree
05.2014 - 01.2017

Case Advisor

Ovation Credit Services by Lendingtree
06.2005 - 05.2014

Quality Assurance Coordinator /Supervisor

Teleperformance USA
03.2003 - 05.2005

Warehouse Manager

HOST services - Salt Lake City International Airport
08.2000 - 07.2002

Customer Service Representative

Providian Bank
07.1999 - 10.2000

Call Center Supervisor

Teltrust Inc.
07.1997 - 04.1999

GED -

Kearns High

Similar Profiles

CREATE PROFILE