Lacie Mountain
San Antonio,TX
Summary
Dedicated customer service professional with extensive experience in healthcare and sales industries. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success, specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with a passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
8
8
years of professional experience
Work History
Fraud Operations Specialist
JPMorgan Chase
San Antonio, TX
04.2024 - Current
- Participated in regular meetings with senior management to discuss key performance metrics, challenges, and recommendations for improvement.
- Contributed to a positive work environment by fostering teamwork, open communication, and professional development opportunities among team members.
- Developed comprehensive training materials for new hires, increasing team knowledge and productivity.
- Conducted in-depth analysis of transaction data to identify trends, patterns, and anomalies indicative of fraudulent activity.
- Improved operational efficiency by streamlining fraud investigation processes and procedures.
Sales Retention Specialist
Spectrum
San Antonio, TX
01.2020 - 03.2023
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Led the training and mentorship of new sales representatives.
- Generated new leads through networking and attending industry events.
- Enhanced customer experience by addressing concerns promptly.
- Met customer call guidelines for service levels, handle time and productivity.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Engaged with cross-departmental groups to pinpoint and resolve client requirements.
- Analyzed data trends to identify areas of improvement in customer service, resulting in increased client satisfaction scores across the board.
Engagement Specialist
Carenet
San Antonio, TX
09.2017 - 08.2019
- Obtaining and following up with medical insurance policies. Giving additional information regarding coverage plans.
- Scheduling dental appointments through Medicare and Medicaid.
- Scheduling a health risk screening annually.
- Analyzing survey results to devise and implement targeted solutions.
- Follow up and get feedback from appointments.
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
Education
High School Diploma -
Jefferson County High School
Louisville, GA05-2017
Skills
- Professional Networking
- Inside and Outside Sales
- Customer Satisfaction
- Electronic Systems
- Customer Inquiries
- Medical Insurance
- Office Administration
- Customer Experience
- Customer Service Management
- Document Filing
- Decision-making
- Organizational growth
Accomplishments
Cross-skilled/Trainer
Languages
English
Full Professional
Timeline
Fraud Operations Specialist
JPMorgan Chase
04.2024 - Current
Sales Retention Specialist
Spectrum
01.2020 - 03.2023
Engagement Specialist
Carenet
09.2017 - 08.2019
High School Diploma -
Jefferson County High School