LaCasha Brice
Cordova
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Customer Resolution Specialist
Computershare Investor Services
01.2023 - Current
- Recorded details of conversations, complaints and actions taken in CRM.
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with fraud and leadership teams to resolve customer complaints and drive customer experience.
- Maintained updated records of all financial transactions to support traceability.
- Produced financial statements and reports to comply with regulations.
- Investigated and resolved accounting, service, delivery concerns and customer complaints..
- Evaluated customer data to identify and prevent fraudulent activities.
Customer Service Agent
Cigna
07.2016 - 11.2017
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adapted to new applications and maintained knowledge of current technologies.
- Answered over 75 constant flow of customer calls with minimal wait times.
Technical Support Agent
Concentrix
07.2013 - 07.2016
- Improved customer satisfaction by providing timely and efficient technical support to clients.
- Resolved complex technical issues for better client experience and smoother operations.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
Education
Associate of Applied Science - Nursing
Southwest Tennessee Community College
Memphis, TN12.2024
High School Diploma -
Cordova High School
Cordova, TN05.2012
Skills
- Sales Expertise
- Conflict Mediation Abilities
- CRM
- Multi-Line Phone Talent
- Quality Control
- Telecommunications
- Account management
- Microsoft Excel
- Data Recovery
- Incident Reporting
Timeline
Customer Resolution Specialist
Computershare Investor Services
01.2023 - Current
Customer Service Agent
Cigna
07.2016 - 11.2017
Technical Support Agent
Concentrix
07.2013 - 07.2016
Associate of Applied Science - Nursing
Southwest Tennessee Community College
High School Diploma -
Cordova High School
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