Alleissa Holder

Managed a team of customer-facing account managers, cultivating an environment of supportive production metrics. Provided direct feedback regarding results and change management, assessing performance against Key Performance Indicators.

Handled inbound phone calls from customers with billing disputes, assisting them in contacting merchants directly if necessary. Explained resolution of disputes and applicable credits, including conference calls with merchants.

Provided inbound call assistance with internal and external customers, offering support based on subpoena information or power of attorney review. Effectively inputted data into systems to ensure accurate responses to written documentation.

Took inbound phone calls based on customer call volume, assisting customers with various needs such as redeeming cash back bonuses and taking payments. Provided team assistance when questions were asked.

Managed new hire tasks in a fast-paced remote environment, collaborating with business partners based on performance needs. Analyzed agent needs to produce solutions to common errors and influenced training metrics.

Supported agents and team leaders with attention to detail, providing prompt coaching to impact performance metrics. Constructed calibrations and activities to benefit customer experience.

Currently pursuing a Bachelor of Business Management, focusing on core business principles and management strategies. Developing skills in leadership, organizational behavior, and strategic planning.