Jibril E. Holmes

• Serve as the primary point of contact for customers regarding inquiries, account support, and product offerings.
• Handle escalated concerns with empathy and timely resolution, ensuring customer satisfaction.
• Maintain knowledge of pricing, discount policies, and underwriting procedures.
• Coordinate with field teams to verify data, finalize installation details, and ensure billing accuracy.
• Meet and exceed performance goals, including call resolution and satisfaction metrics.

• Supported field operations by analyzing customer interactions to identify areas of improvement.
• Facilitated calibrations and assisted in developing action plans to improve customer service quality.
• Provided documentation and coaching to enhance representative performance.
• Acted as a liaison to report trends and training needs to management.

• Resolved customer and technical issues via inbound/outbound calls, email, and chat.

• Logged incidents and inquiries using ticketing systems, facilitating effective issue tracking.
• Helped schedule technical resolutions and installation appointments.
• Supported cross-departmental communication for client satisfaction.

• Evaluated employee performance on key success metrics and provided actionable feedback.
• Helped implement improvements in processes impacting call center accuracy and efficiency.
• Trained international team members on quality standards and effective resolution practices.