Holley Laibe
Arizona
Summary
Results-driven customer service and operations professional with 8+ years of experience in remote support, financial services, business management, and client relationship management. Proven ability to resolve complex account issues, manage high-volume call environments, and exceed performance metrics (KPIs). Skilled in CRM systems, case management, compliance documentation, billing resolution, and process improvement. Seeking a remote or hybrid role in customer success, account management, insurance services, or operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Solutions Representative
Nationwide Insurance
01.2022 - 03.2025
- Managed high-volume inbound calls supporting policyholders and financial advisors in a fast-paced call center environment
- Resolved billing discrepancies, account corrections, and service escalations with strong first-call resolution
- Processed policy updates, financial transactions, documentation requests, and compliance-sensitive changes
- Educated customers on insurance coverage options and financial products to improve retention
- Documented cases in CRM systems while meeting productivity, quality assurance, and customer satisfaction KPIs
- Remote
Owner / Operator / General Manager
Marauders
01.2019 - 01.2023
- Directed daily business operations including P&L management, budgeting, payroll, scheduling, and vendor negotiations
- Recruited, trained, and supervised staff while improving performance and accountability
- Implemented standard operating procedures (SOPs) to streamline administrative workflows
- Oversaw customer service strategy, inventory management, compliance, and financial reporting
Digital Marketing & Customer Relations Specialist
Honda Factory Race Team
01.2016 - 01.2020
- Managed multi-channel digital marketing campaigns including social media strategy and content planning
- Generated qualified leads through targeted audience segmentation and campaign optimization
- Analyzed performance data, engagement metrics, and market trends to improve ROI
- Managed VIP client relationships and sponsorship communications
Property Manager
Garden Commons
01.2014 - 01.2016
- Managed leasing operations, tenant relations, and maintenance coordination
- Oversaw accounts payable/receivable, rent collection, and financial reporting
- Transitioned manual processes to digital record-keeping systems to increase efficiency
Education
Associate Degree - EMT Medic
Glendale Community College
Skills
- Customer Service
- Customer Success
- Account Management
- Remote Work
- Call Center Operations
- Financial Services Support
- Insurance Support
- CRM Systems
- Case Management
- Billing Resolution
- Compliance Documentation
- Administrative Support
- Process Improvement
- KPI Performance
- Budgeting
- Payroll
- Vendor Management
- Team Leadership
- Microsoft Office
- Google Workspace
- Data Entry
- Creative solutions
- Customer relationship management
- Product knowledge
- Data entry
Certification
- Certified Health Coach - Institute for Integrative Nutrition
- Fingerprint Clearance Card
- Food Handler’s License
Timeline
Solutions Representative
Nationwide Insurance
01.2022 - 03.2025
Owner / Operator / General Manager
Marauders
01.2019 - 01.2023
Digital Marketing & Customer Relations Specialist
Honda Factory Race Team
01.2016 - 01.2020
Property Manager
Garden Commons
01.2014 - 01.2016
Associate Degree - EMT Medic
Glendale Community College