LaCresia Braxton
Richmond
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Elevance Health
Richmond, Virginia
11.2024 - 03.2025
- Providing remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Using ticketing systems to manage and process support actions and requests.
- Using different systems across multiple screens, such as Genesys, Anthem, and Medisys, while verifying in response to tech issues dealing with Medicare/Medicaid accounts resetting login, etc.
- Managed the configuration and setup of customer accounts and systems.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- See to customer issues by providing guidance or escalating for advanced support.
- Evaluated software or hardware to recommend improvements or upgrades.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Customer Support Specialist
Cognizant Technologies
08.2024 - 11.2024
- Developed strong relationships with clients, resulting in repeat business, and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Audited customer account information to identify issues and develop solutions.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Applied consultative approach to collect information on customer service, account and technical concerns.
Enrollment Specialist
Mass Markets
Richmond
04.2024 - 08.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
- Maintained up-to-date knowledge of changes in college policies, procedures, regulations, and fees.
- Provided guidance to new students on selecting courses and degree requirements.
- Answered incoming calls from prospective students seeking admissions information.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
Debt Collection Specialist
Department of Taxation and Finance
Richmond, Virginia
02.2023 - 01.2024
- Advised clients on best practices for managing their accounts receivable portfolio to minimize future delinquencies effectively.
- Recovered outstanding debts by implementing effective collection strategies, and maintaining professional communication with debtors.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained a high volume of calls and met the demands of a busy, productive group.
- Monitored customer accounts for any changes in status or updates from creditors.
- Negotiated credit extensions and waivers when necessary.
- Contacted delinquent customers via telephone and mail to negotiate payment arrangements.
- Employed persuasive communication skills to encourage prompt debt repayment.
- Recorded information about status of collection efforts.
Enrollment Specialist
Bloom Insurance Agency
Richmond
08.2022 - 01.2023
- Assisting members with secure financial transactions, upholding BSA standards
- Cooperated with team to safeguard member information, ensuring privacy
- 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
- Managed a portfolio of client accounts, maintaining strong relationships and ensuring retention.
- Answered incoming calls from prospective students seeking admissions information.
- Reviewed applications for accuracy before submitting them for approval.
- Resolved student inquiries regarding registration and enrollment processes.
- Updated and maintained databases with current information.
Phone Banker
Wells Fargo
01.2022 - 08.2022
- Wrote and distributed customer correspondence.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Handled incoming telephone calls, emails and chat requests.
Banking Customer Service Representative
M&T Bank
Richmond
09.2020 - 01.2022
- Recovered outstanding debts by implementing effective collection strategies, and maintaining professional communication with debtors.
- Decreased delinquency rates through consistent follow-ups, negotiation skills, and timely resolution of disputes.
- Handling manual and automatically dialed outbound calls & inbound
- Collected on delinquent accounts to reduce
- Verified customer information against existing records to detect discrepancies or inconsistencies.
- Documented investigative findings in reports.
- Monitored call queues to ensure timely response times for each call received.
- Verified completion of legal formalities prior to closing dates through research and process.
- Responded to customer emails, Live chats and phone calls promptly
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Medicaid Enrollment Specialist
Sentara
03.2018 - 08.2020
- Updated, entered, and reviewed customer data.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Collected premiums on or before effective date of coverage.
- Enhanced customer satisfaction with personalized enrollment assistance.
- Resolved applicant inquiries promptly, providing detailed information and clarifications when needed.
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
- Remote support
- Ticketing system management
- Call handling
- Issue resolution
- Technical documentation
- Team collaboration
- Written communication
- MS office proficiency
- Issue troubleshooting
- Technical communication
- Multitasking Abilities
- Remote Desktop
- Multitasking capacity
- Account administration
- Customer relationship management
- Account configuration
- Process improvement
- Employee computer support
- Interpersonal skills
- Microsoft office specialist (MOS) master
Skills
Certification
- Guard Card
- Personal Care Aide
- CCMA Certification
- CPR Certification
- Driver's License
- First Aid Certification/AED
- BLS Certification
Timeline
Technical Support Representative
Elevance Health
11.2024 - 03.2025
Customer Support Specialist
Cognizant Technologies
08.2024 - 11.2024
Enrollment Specialist
Mass Markets
04.2024 - 08.2024
Debt Collection Specialist
Department of Taxation and Finance
02.2023 - 01.2024
Enrollment Specialist
Bloom Insurance Agency
08.2022 - 01.2023
Phone Banker
Wells Fargo
01.2022 - 08.2022
Banking Customer Service Representative
M&T Bank
09.2020 - 01.2022
Medicaid Enrollment Specialist
Sentara
03.2018 - 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