Ingrid Holmes
Snellville
Summary
Detail-oriented and tech-savvy administrative professional with 6+ years of experience in customer service, scheduling, and data entry in fast-paced, computerized environments. Proven ability to manage sensitive information, correct data errors, and support both technical and non-technical teams. Skilled in multitasking, problem-solving, and adapting quickly to healthcare or clerical environments.
Overview
8
8
years of professional experience
2020
2020
years of post-secondary education
1
1
Certification
Work History
Customer Service Analyst
Mutual Of Omaha
09.2025 - Current
- Handle high-volume customer inquiries related to policies, billing, and account services while ensuring
- exceptional customer satisfaction.
- Analyze customer concerns to identify root causes and provide accurate, policy-aligned resolutions.
- Maintain strict confidentiality of sensitive customer information (PII) in compliance with company
- standards.
- Utilize multiple internal systems to document interactions, update records, and ensure timely follow-up.
- Collaborate with cross-functional teams to resolve escalated issues and improve overall customer experience.
Risk, Fraud, Credit Analyst II
Cox
Atlanta
08.2021 - Current
- Monitored transaction data to detect suspicious patterns and proactively mitigate fraud across high-volume accounts.
- Conducted deep-dive investigations using SQL to extract transaction data and Excel to summarize findings for senior management.
- Prepared and presented dashboards, risk reports, and performance metrics, enabling strategic fraud prevention decisions.
- Collaborated with internal departments and external partners to recover financial losses and enhance fraud detection protocols.
- Updated and tracked KPIs monthly to highlight trends, red flags, and risk-prone activity across multiple customer segments.
- Atlanta, GA
Customer Solutions Specialist
Allstate
02.2023 - 04.2024
- Surpassed monthly KPIs by consistently resolving billing, service, and account-related inquiries with professionalism and urgency.
- Handled inbound and outbound calls with empathy and accuracy, ensuring customer needs were fully met and follow-up actions were completed promptly.
- Used internal systems to manage accounts, correct discrepancies, and apply policy-based solutions to customer concerns.
- Collaborated with teammates and supervisors to improve service flow and reduce average handling time while maintaining high-quality outcomes.
- Remote
Technical Specialist
LexisNexis
Alpharetta
08.2018 - 07.2021
- Analyzed technical customer feedback to identify recurring issues, leading to faster resolutions and improved user satisfaction.
- Generated performance presentations using PowerPoint and Excel to present call volume, abandon rates, and scheduling insight to management.
- Developed trend reports from customer data to guide issue prioritization and technical fixes by support teams.
- Alpharetta, GA
Education
Bachelor of Science - Information Technology
Clayton State University
Morrow, GASkills
- Customer Resolution & Retention
- Fast & Accurate Data Entry
- Problem Solving & Process Improvement
- Administrative Support
- Excellent Adaptability
- High Attention to Detail
Certification
Basic Life Support (BLS), American Heart Association, 12/31/27
Timeline
Customer Service Analyst
Mutual Of Omaha
09.2025 - Current
Customer Solutions Specialist
Allstate
02.2023 - 04.2024
Risk, Fraud, Credit Analyst II
Cox
08.2021 - Current
Technical Specialist
LexisNexis
08.2018 - 07.2021
Bachelor of Science - Information Technology
Clayton State University