Summary
Overview
Work History
Education
Skills
Timeline
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LaTreasa Brookins

Jacksonville,FL

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Sagesure
Jacksonville, FL
08.2024 - 02.2025
  • Manage a high volume of incoming calls, chats, and emails from policyholders, agents, and producers.
  • Identify and assess customers' needs to achieve satisfaction.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Meet personal and team customer service targets, and performance measures.
  • Answer questions about underwriting concerns related to home inspections, and select property and liability hazards.
  • Handle product eligibility and underwriting inquiries from producers.
  • Process policy changes, including endorsements, cancellations, customer name changes, and mailing address changes.
  • Handle complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, and file documents.
  • Follow communication procedures, guidelines, and policies.

Member Choice Center Representative

Express Scripts
Jacksonville, FL
10.2021 - 05.2024
  • Take overflow of patient calls to assist with converting to Express Scripts Home Delivery.
  • Research and understand Express Scripts' services and patient plan designs to effectively educate patients.
  • Educate patients on their medication status, prior authorization requirements, and next steps.
  • Assist with prior authorization processes, including gathering information, submitting requests, and following up.
  • Work closely with healthcare providers, pharmacists, and other internal departments to ensure smooth operations and patient care.
  • Provide excellent customer service, resolving patient issues, and answering questions in a clear and concise manner.
  • Accurately and timely, enter data into appropriate systems.
  • Take initiative for problem-solving, with the ability to multitask effectively, and use critical thinking.

Case Advisor

Ovation Credit Services a Lending Tree Company
Jacksonville, FL
09.2017 - 09.2021
  • Review client credit reports from the three major credit bureaus (Equifax, Experian, and TransUnion) to identify inaccuracies, errors, and potential issues.
  • Prepare and submit dispute letters to credit bureaus, challenging inaccurate or unverifiable information on the client's credit report.
  • Create customized credit repair plans tailored to each client's specific needs and financial goals.
  • Monitor the client's credit repair progress, and provide regular updates, ensuring transparency and accountability.
  • Offer guidance and education on credit management, budgeting, and debt reduction strategies to help clients improve their financial health.
  • Keep accurate and organized records of client information, including credit reports, dispute letters, and communication logs.
  • Keep abreast of changes in credit reporting laws, regulations, and industry best practices.
  • Interact with clients in a professional and courteous manner, addressing their questions and concerns effectively.

Office Of The President Agent

ERC
Jacksonville, FL
09.2015 - 09.2017
  • Addressed escalated calls and situations in real time if a supervisor is not able to resolve a consumer’s inquiry readily and easily, thus allowing our Team Supervisors, Operations Managers, and Directors to focus mainly on production.
  • Researched all internal consumer complaints and escalations received via phone, customer care, ERC help, correspondence, or any other intake channel available to consumers.
  • I spoke with consumers to address highly escalated items and provide solutions in the event that Operations needs assistance. While remaining within legal guidelines and client SLAs.
  • Assisted in addressing SIF closures to accurately ensure customer accounts are closed correctly, and clients are notified properly.

Education

High School Diploma -

Palestine High School
Palestine, TX
05-2000

Skills

  • Proficient in Microsoft Office, Word, Excel, PowerPoint, and Outlook
  • Excellent customer service, active listening, interpersonal skills
  • Proficient in computer literacy
  • Regulatory compliance
  • Debt negotiation
  • Analytical skills
  • Date entry
  • Conflict resolution
  • Attention to detail
  • Multitasking

Timeline

Customer Service Representative

Sagesure
08.2024 - 02.2025

Member Choice Center Representative

Express Scripts
10.2021 - 05.2024

Case Advisor

Ovation Credit Services a Lending Tree Company
09.2017 - 09.2021

Office Of The President Agent

ERC
09.2015 - 09.2017

High School Diploma -

Palestine High School

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LaTreasa Brookins