Letha Holland Email & Phone Number

Woodridge, Illinois, United States

I am excited to be promoted to the Senior Manager of Customer Experience at Dober. In my role, I will continue to oversee the daily operations of the Customer Experience and Logistics teams, ensuring a seamless integration between domestic and international operations. I will analyze team performance metrics to identify patterns and define opportunities.

Woodridge, Illinois, United States

Oversees the day to day operations of the Customer Experience team while exceeding business goals

Woodridge, IL

The Customer Service Team is responsible for approximately 2,200 different customer accounts spread across 40 countries. We are committed to amazing our customers and scaring our competitors with exceptional service through positive attitudes, problem ownership, high quality work (accuracy), clear communication, and timely responses to requests. We want.

Northlake, IL

• Pulled reports to provide data to the executive team based on KPI (Key Performance Goals) along with performance trends to make recommendations
• Reviewed call center statistics to maintain high service levels and NPS goals
• Exceeded in industry standard KPI (Key Performance Indicator) goals with extensive training
• Successfully maintained a high team morale by implementing incentive programs
• Identified, hired, and retained a diverse group of talented candidates for open roles
• Lead career path conversations with direct reports

Woodridge, IL

• Successfully implemented a virtual call center with over 100 call-center employees across multiple locations.
• Reviewed call center statistics to maintain high service levels.
• Communicated call-center key performance indicators on a weekly and monthly basis to an executive team.
• Facilitated career path discussions with direct reports.

Northbrook, IL

• Designed, built, tested and documented rate changes as they became effective. Helped pricing actuaries to pinpoint pricing anomalies, and identify opportunities for rate increases/decreases.
• Determined opportunities for discounts by using a snapshot of customer data.
• Liaison between vendor relations and field representatives for competitive intelligence for up to 14 regions.
• Coordinated with legal to ensure that vendors adhered to agreed upon service level agreements.
• Implemented a quarterly audit process to measure the quality of vendor deliverables on behalf of various Allstate business units.
• Facilitated weekly team meetings and discussions that included guest speakers and executive staff.

Lincolnshire, IL

• Managed 14 clients as a member of the billing and direct payments resolutions team.
• Processed wire transfers of up to 1 billion dollars monthly for leading health care companies including AETNA, HMO, Cigna, and United Health Care.
• Worked directly with HR representatives to resolve inconsistencies related to their employees’ direct billing and payments.Case Manager (August 2003 to November 2005)
• Established FMLA claims; tracked and coded documentation in accordance with internal workflow processes.
• Analyzed FMLA claims to determine eligibility and certification in compliance with state and federal regulations.
• Identified action plans; benefits due and made timely case decisions on service expectations as established by the client.

B.A., Applied Behavioral Science

Education record