Decara Holman
Atlanta
Summary
Detail-oriented Claims and Operations Professional with over 10 years of experience in investigating customer concerns, analyzing account activity, and resolving complex issues. Skilled in managing high-volume workloads, communicating effectively with customers and cross-functional teams, and ensuring compliance with company policies. Proficient in Salesforce CRM and internal systems, supporting operational efficiency and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Client Care Advisor
TTEC
02.2025 - Current
- Investigated complex customer concerns by reviewing account history, purchase documentation, transaction records, and supporting evidence to ensure accurate resolutions.
- Resolve escalated customer issues through policy interpretation and sound decision-making.
- Managed multiple active customer cases, consistently meeting strict deadlines to provide timely resolutions.
- Analyze customer account activity while ensuring documentation accuracy and compliance.
- Maintain comprehensive electronic case files documenting findings, communications, and resolutions.
- Collaborated with internal teams to resolve discrepancies, enhancing workflow efficiency and customer satisfaction.
- Consistently exceed Quality Assurance expectations.
- Assisted in promoting CHANEL luxury brand through customer engagement.
Business Operations Manager
Holman Legacy Enterprises, LLC
Atlanta
01.2024 - Current
- Directed business operations while managing customer projects, contracts, and vendor communications.
- Coordinated cross-functional teams to ensure successful project execution and alignment with business goals.
- Streamlined operational processes to enhance efficiency across business functions.
- Developed and implemented training programs for staff on operational best practices.
- Analyzed operational performance to implement effective process improvements.
- Analyzed data trends to identify areas for process improvement and cost reduction.
- Developed standard operating procedures that improved workflow consistency and reduced errors.
- Managed vendor relationships to ensure timely delivery of goods and services.
Founder & Operations Manager
Pressed Fresh ATL
01.2020 - 12.2023
- Directed daily operations, ensuring quality assurance, compliance, and high standards in customer service.
- Oversaw inventory management to ensure product availability and freshness.
- Implemented quality control measures to maintain high service standards.
- Established operational procedures to streamline food sourcing and preparation processes.
- Cultivated partnerships with local suppliers for sustainable sourcing practices.
- Developed targeted marketing strategies to increase brand visibility and foster customer engagement.
- Created SOPs and trained employees on documentation and compliance.
Customer Service Representative
Apple Inc.
01.2015 - 12.2020
- Provided exceptional customer support through various communication channels.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled escalated customer complaints with empathy and professionalism, fostering positive customer relations.
- Resolved technical issues for customers using Apple products and services.
- Educated customers on product features, updates, and best practices.
- Managed high-volume customer cases, ensuring thorough documentation and accurate record-keeping to support effective resolution.
- Conducted follow-ups after support interactions to confirm customer satisfaction and address any remaining concerns.
- Collaborated with cross-functional teams to enhance customer experience.
- Mentored new team members on Apple service standards and procedures.
- Investigated account issues utilizing multiple internal systems for effective resolution.
Education
Doctor of Business Administration - Business - Strategic Media and Digital Content
Liberty University
04-2027
Master of Business Administration - Business Administration and Management
Ashford University
08-2016
Bachelor of Science - Business Administration
University of Phoenix
08-2014
Skills
- Claims Processing
- Claims Investigation
- Case Management
- Customer Resolution
- Documentation Accuracy
- Policy Compliance
- Data Analysis
- Reporting
- Reporting analytics
- Process Improvement
- Quality control
- Documentation Management
- Cross-Functional Collaboration
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Reporting analytics
Timeline
Client Care Advisor
TTEC
02.2025 - Current
Business Operations Manager
Holman Legacy Enterprises, LLC
01.2024 - Current
Founder & Operations Manager
Pressed Fresh ATL
01.2020 - 12.2023
Customer Service Representative
Apple Inc.
01.2015 - 12.2020
Doctor of Business Administration - Business - Strategic Media and Digital Content
Liberty University
Master of Business Administration - Business Administration and Management
Ashford University
Bachelor of Science - Business Administration
University of Phoenix