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 for process improvements. Collaborate with cross-functional teams, including IT, Sales, and Operations, to enhance customer satisfaction and operational efficiency. My favorite part of the job is being able to mentor and support my team members by fostering a fun and motivating work environment, while providing hands-on support when necessary.

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 every customer’s experience to be ‘hassle-free,’ leaving a lasting positive impact. I am responsible for all aspects of domestic and international order management: Customer on-boarding, pricing management, order processing, freight quoting, logistics and shipment tracking. I work closely with leadership from Demand Planning , Manufacturing and Distribution to ensure to we provide safe, compliant, and hassle-free delivery of quality goods and services to our customers. Dober is one of the best companies I've ever worked for. They truly care about their employees and you see it in their actions. Dober promotes Team Success, taking chances and thinking outside of the box. Dober pushes you to be your best self and in turn that's how I treat my customers!

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 • Provided leadership for the development and integration of the organization’s culture, values, ethical standards, philosophy on corporate social responsibility, risk management and employer branding• Earned an A+ Better Business Bureau rating by being proactive and resolving customer concerns by implementing a Customer Satisfaction program to decrease social media complaints• Decreased BBB complaints by 60% by analyzing and implementing new processes to minimize customer complaints • Lead a team of Account Managers who resolved written complaints such as social media, Attorney General and BBB while overturning those complaints to positive reviews

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. • Communicated decisions and on-going expectations with claimants and clients. Project Manager (July 2001 to August 2003)• Lead project manager of a 30 person group of customer service representatives. • Conducted training sessions for team members on how to resolve issues related to client healthcare benefits for a leading Healthcare company.• Coached team members on the policies and procedures which ensure that customer issues are resolved in a timely and effective manner.• Exceeded expectations by delivering a one call resolution rate of over 98 percent.Customer Service Associate (November 2000 to July 2001)• Identified caller needs and executed the appropriate resolution.• Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers.• Demonstrated proficiency with the rules, procedures, and guidelines for healthcare plans, short term disability, deferred compensation, 401(K), and pension plans.• Successfully handled a call volume of 80 to 100 incoming calls on a daily basis. • Showed leadership skills by proactively coaching other associates.

B.A., Applied Behavioral Science

Education record