Lacreacia Hall
Houston
Summary
Experienced professional with a background in customer service, quality assurance, and operational support. Skilled at solving problems, analyzing situations, and working with teams to improve processes and customer experiences. Strong communication, organizational, and analytical skills.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
ECRT Expert
Asurion Insurance Services
2016 - Current
- Resolve complex and escalated customer concerns through email, chat, and phone communication.
- Partner with internal departments to research issues and provide effective solutions.
- Maintain proactive communication with customers to ensure concerns are addressed and resolved.
- Analyze situations and determine appropriate actions to resolve customer issues.
- Manage multiple priorities while meeting deadlines in a fast-paced environment.
- Demonstrate strong problem-solving and analytical skills to resolve high-level escalations.
CE Quality Analyst
Asurion Insurance Services
2011 - 2016
- Monitored 15–20 calls daily to evaluate quality and compliance with company standards.
- Provided feedback and coaching to improve agent performance and QA scores.
- Conducted qualitative and quantitative analysis to identify performance trends.
- Utilized Voice Analytics software and eTalk systems to locate call types and reporting views.
- Assisted with calibration listening sessions to maintain scoring consistency.
- Supported new hire training and coaching initiatives.
Frontline Representative
Asurion Insurance Services
2005 - 2011
- Handled high-volume customer calls in a fast-paced call center environment.
- Maintained performance metrics while delivering excellent customer service.
- Collected and analyzed customer information to resolve issues efficiently.
- Communicated clearly with customers and internal teams.
- Navigated multiple systems and learned new software quickly.
Education
Associate of Arts - Speech Communication
Houston Community College
Houston, TX12-2026
High School Diploma -
H.P. Carter Career Center
Houston 05-1997
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Communication Skills
- Problem-solving
- Customer Issue Resolution
- Microsoft Office
Certification
Property & Casualty License
Timeline
ECRT Expert
Asurion Insurance Services
2016 - Current
CE Quality Analyst
Asurion Insurance Services
2011 - 2016
Frontline Representative
Asurion Insurance Services
2005 - 2011
Associate of Arts - Speech Communication
Houston Community College
High School Diploma -
H.P. Carter Career Center