Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaCheka Crutchfield

Arlington,TX

Summary

Energetic and approachable professional with a demonstrated history of success in De-Escalations, Escalations, Administrative Support, and Superior Customer Care. Proficient in tactful communication with individuals at all levels. Also, adept at navigating computer software including Microsoft Office, Outlook, Excel, Service Console, and Mastermind Business and many others.

Overview

9
9
years of professional experience

Work History

Account Manager (Remote)

ADT LLC
06.2023 - Current
  • In my role, I address and oversee customer escalations and complaints beyond the frontline scope
  • I collaborate with customers to pinpoint concerns, strategize optimal solutions, and promptly resolve outstanding issues
  • Additionally, I serve as a bridge between frontline staff and upper management, providing feedback on the handling of these resolutions.

Executive Assistant (Hybrid)

Prepared Place Funeral Home - Dallas, TX
09.2015 - Current
  • Responsibilities include service and assistance, conflict resolution, proficient in computer software, instructional abilities, coaching expertise, customer relationship management, handling inbound/outbound calls, analytical thinking, troubleshooting, and team leadership.

RSC Rep III Escalation Helpdesk

Charter Spectrum - Irving, TX
06.2020 - 12.2022
  • Responsibilities include handling ticket escalations, performing both inbound and outbound support for escalated customers via phone and email to de-escalate and manage challenging situations and circumstances, seeing escalations and resolutions through from start to finish and appropriately documenting feedback and outreach, working with customers to resolve any difficulties or complaints by offering exceptional customer-focused solutions and demonstrating an elevated level of attention, care, and follow-through, conducting investigations to determine whether conflicts are escalating or if new conflicts are developing, and being a subject matter expert and brand ambassador for all brands and products.

Lead Escalations (Promotion)

Spectrum/Time Warner Cable Irving,Tx
11.2015 - 12.2018
  • Responsibilities include handling escalated calls for billing agents, providing day-to-day coaching to billing agents to improve call handling and first call resolution, documenting coachings and performance improvements, reviewing performance data, assisting training agents to become supervisor escalators, and actively and consistently supporting all efforts to simplify and enhance the customer and employee experience.

Education

Cybersecurity - Cybersecurity

Tarrant County College District
Fort Worth, TX

Skills

  • Adaptability
  • Active listening
  • Empathy
  • Patience
  • Problem solving
  • Time management
  • Positive language
  • Persuasion
  • Communication

Timeline

Account Manager (Remote)

ADT LLC
06.2023 - Current

RSC Rep III Escalation Helpdesk

Charter Spectrum - Irving, TX
06.2020 - 12.2022

Lead Escalations (Promotion)

Spectrum/Time Warner Cable Irving,Tx
11.2015 - 12.2018

Executive Assistant (Hybrid)

Prepared Place Funeral Home - Dallas, TX
09.2015 - Current

Cybersecurity - Cybersecurity

Tarrant County College District

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LaCheka Crutchfield