LaCasha Brice
Cordova,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented, with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Bringing top-notch oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Resolution Specialist
Computershare Limited
11.2017 - Current
- Recorded details of conversations, complaints and actions taken in CRM.
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with Fraud, and other teams to resolve customer complaints and drive customer experience.
- Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Answer over 40 customer calls and met customer call guidelines for service levels, handle time and productivity.
Customer Experience Specialist
OpenDoor
01.2015 - 11.2017
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of over 30 incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Resolution Specialist I
Walmart
07.2013 - 01.2015
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Researched and analyzed individual parties' positions to understand dispute background.
- Answered constant flow of over 30 customer calls with minimal wait times.
Education
Associate of Applied Science - Business Entrepreneurship & Small Business Mgmt
Southwest Tennessee Community College
Memphis, TN12.2024
Skills
- Conflict Resolution
- Multitasking
- Positive Attitude
- Customer Service
- CRM Software
- Product Knowledge
- Computer Literacy
- Technical Support
- Conflict Management
- Call Control
- Database Research
- Team Training
Timeline
Customer Resolution Specialist
Computershare Limited
11.2017 - Current
Customer Experience Specialist
OpenDoor
01.2015 - 11.2017
Resolution Specialist I
Walmart
07.2013 - 01.2015
Associate of Applied Science - Business Entrepreneurship & Small Business Mgmt
Southwest Tennessee Community College
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