LaCresia Braxton
Richmond
Summary
Bringing years of expertise in financial services, debt collection, and customer support. Adept at account payables, debt recovery, and Medicaid enrollment. Demonstrated success in enhancing communication processes and improving client satisfaction. Excited to apply skills and drive results in a new opportunity in x months.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative (Contract)
Elevance Healthcare
09.2024 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Account Payable Specialist (contract)
MCI (Mass Markets)
04.2024 - 08.2024
- Reduced invoice processing time with accurate data entry and timely vendor communication.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
Phone Banker
InTouch Credit Union
01.2024 - 04.2024
- Analyzed risk assessments for school clients, identifying coverage gaps
- Streamlined email communication with students, enhancing response times and satisfaction
- Student support through phone and online chat, ensuring clarity and boosting client satisfaction rates
- Implemented strategic improvements to mitigate payment risks, enhancing financial security for the organization
- Delivered exceptional client support to College students via phone and online chat, clarifying complex insurance information
- Managed account payables efficiently, ensuring timely payments for student healthcare coverage and maintaining accurate financial records
- Delivered top-tier customer service, enhancing member loyalty and trust
- Collaborated with team to ensure member confidentiality and integrity
- Provided technical support, resulting in improved customer retention and increased overall customer satisfaction
- Enhanced member experience by swiftly tackling digital banking issues, ensuring high levels of customer satisfaction and loyalty
Debt Collection Specialist
Virginia Department of Taxation
02.2023 - 01.2024
Health Plan Advisor
Bloom Insurance Agency
08.2022 - 01.2023
- Assisted members with secure financial transactions, upholding BSA standards
- Cooperated with team to safeguard member information, ensuring privacy
- Passionately delivered top-tier customer support, enhancing member loyalty
- Fostered teamwork to uphold data privacy and enhance service quality
- Great attitude daily while giving my interpersonal skills Ability to multitask in a fast-paced environment
- Awesome at Critical thinking, problem-solving, which my ability to work independently
- Managed client interactions, enhancing response efficiency and accuracy
- Boosted client satisfaction by streamlining communication processes
- Provided consistent support, improving team adaptability and client trust
- Implemented innovative solutions to elevate customer service standards
- Monitored and updated database systems to ensure information accuracy
- Ensured data integrity through meticulous database management and updates
- Managed to ensure customer satisfaction with our outstanding results through chat & email correspondence
- Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions
- Managed 40-75 daily customer interactions, enhancing data accuracy and client satisfaction
- Boosted efficiency through continual learning and application of new insurance policies
- Maintained high accuracy in customer data handling, ensuring reliable service delivery
Phone Banker
Wells Fargo
01.2022 - 08.2022
- Maintained high call quality standards with active listening skills for optimal client experiences.
- Improved efficiency by assisting with the implementation of new processes that streamlined workflows within the phone banking team.
- Assisted customers with banking needs and inquiries.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Cross-sold credit cards, loans and other bank products.
- Handled incoming telephone calls, emails and chat requests.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Completed transactions for customers and capitalized on opportunities
Debt Collection Specialist
Truist Bank
09.2020 - 01.2022
- Managed high-volume customer interactions, enhancing data accuracy and client satisfaction while continuously learning and applying new insurance policies
- Analyzed and interpreted insurance policies to provide accurate solutions, managing 40-75 daily customer interactions and enhancing data accuracy
- Analyzed caller information to recommend appropriate healthcare plans and enhance customer satisfaction
- Led call center team, managing 50-80 daily inquiries, enhancing satisfaction via Geneysis, MS Teams
- Conducted performance diagnostics, provided feedback, and implemented corrective actions
- Monitored calls for script adherence, ensuring knowledgeable and courteous customer interactions
- Analyzed problem areas, revised policies, and developed strategies to exceed monthly goals
- Mentored inbound/outbound teams, ensuring thorough responses and adherence to lead order
- Revamped call center policies based on problem area analysis
- Implemented creative strategies to boost team motivation and exceed monthly goals
- Mentored inbound and outbound teams, ensuring knowledgeable responses, adherence to scripts, and consistent courtesy in customer interactions
- Replied to chat and helped through chat, ensuring seamless customer experience and fostering positive relationships to increase customer loyalty
- Managed high-volume calls & transactions, ensuring accuracy in payment processing and client satisfaction
- Assessed financial stability of clients, tailoring effective debt repayment plans
- Boosted debt recovery rates by 32% using expert negotiation skills and personalized repayment strategies
- Enhanced client payment accuracy through detailed financial audits
Medicaid Enrollment Specialist
Sentara
03.2016 - 08.2020
- Pioneered innovative credit management tools to streamline debt collection
- Payment processing, card payments or checks over the phone for client car payments
- Deferred some clients payments if eligible
- Partnered with clients to assess financial stability, creating personalized debt repayment strategies that reduced default rates and improved recovery
- Responsible for provider enrollment process to review, research, analyze and process provider enrollment applications
- Ensures that all personnel and services adhere to facility and staff policies, department guidelines, regulations, and government laws
- Optimized Medicaid enrollment processes, significantly reducing processing time and enhancing data integrity through innovative system improvements
- Ensured strict HIPAA compliance, maintaining client data confidentiality while processing and reviewing provider enrollment applications
- Optimized claims resolution pathway by evaluating and resolving escalated issues, leading to substantial efficiency gains in processing time
- Composed professional business correspondences for supervisors and managers, facilitating effective communication across departments
- Meticulously reviewed provider enrollment applications, ensuring completeness and accuracy while maintaining strict HIPAA compliance and data confidentiality
- Implemented creative solutions to enhance provider file integrity, ensuring suppliers' compliance with established standards and guidelines
- Ensured HIPAA compliance while meticulously reviewing provider enrollment applications for completeness and accuracy
Education
Certicate - Clinical Medical Assistant
Richmond Adult Technical Center
Richmond, VATrade School - Pharmacy Technician
JT Pharmacy
Richmond, VATechnical - Healthcare Management
Professional Career Training Institute
Chestereld, VAGED -
Adult Career Development Center
Richmond, VADiploma - Human Resources (HR)
Alison
Richmond, VirginiaSkills
- Accounts Management
- Accounts Payable
- Accounts Receivable
- Administrative
- Adobe Acrobat
- Analytical Thinking
- Cash Deposit Preparation
- Check Processing
- Client Management
- Client Relations
- Communication Skills
- Conflict Management
- Critical Thinking
- Customer Advocacy
- Customer Engagement
- Customer Retention
- Customer Service
- Data Analysis
- Data Entry
- Digital Banking
- Disaster Recovery
- Dispatching
- DNS
- Documentation
- Document Retrieval
- Employee Leadership
- Engagement
- Fraud Detection
- Help Desk
- Management
- Medical Terminology
- Microsoft Access
- Microsoft Excel
- Multi-Line Telephone Systems
- Negotiation
- Network Support
- PowerShell
- Problem-Solving
- Process Optimization
- Quality Assurance
- Report Analysis
- Research
- Risk Assessment
- SAP
- Supervising Experience
- Technical Expertise
- Time Management
- Troubleshooting
- VMWare
Certification
- Guard Card
- Personal Care Aide
- CCMA Certification
- CPR Certification
- Driver's License
- First Aid Certification/AED
- BLS Certification
Timeline
Technical Support Representative (Contract)
Elevance Healthcare
09.2024 - Current
Account Payable Specialist (contract)
MCI (Mass Markets)
04.2024 - 08.2024
Phone Banker
InTouch Credit Union
01.2024 - 04.2024
Debt Collection Specialist
Virginia Department of Taxation
02.2023 - 01.2024
Health Plan Advisor
Bloom Insurance Agency
08.2022 - 01.2023
Phone Banker
Wells Fargo
01.2022 - 08.2022
Debt Collection Specialist
Truist Bank
09.2020 - 01.2022
Medicaid Enrollment Specialist
Sentara
03.2016 - 08.2020
Certicate - Clinical Medical Assistant
Richmond Adult Technical Center
Trade School - Pharmacy Technician
JT Pharmacy
Technical - Healthcare Management
Professional Career Training Institute
GED -
Adult Career Development Center
Diploma - Human Resources (HR)
Alison
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