Laurie Lacoude
Tallahassee,Florida
Summary
- I Graduated from Tallahassee Community College to pursued occupational therapist degree While being enrolled at this college, I have had the experience to expand my qualifications with several employers. I have become a qualified customer service representative with up to six years of customer service-related experience and maintained the ability to use proper phone etiquette. I am also able to adapt rigorous calls daily while consistently resolving client issues in a short time span. I can also speak fluently in several languages which include English, French, & Creole. These skills have time and time again proven to be invaluable to me during my time as a customer service representative.
- Productive Call Center Representative with years experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Accomplished in consistently earning top customer satisfaction ratings by remaining professional and allowing customers to determine when needs have been met.
- Patient-oriented Pharmacy Technician with extensive experience preparing, filling and labeling medications. Highly skilled at processing prescriptions and managing pharmacy inventory. Well-versed in interacting with patients to answer questions and provide status updates on prescription fills.
- I also Astute accounting professional well-versed in analyzing data to identify ways to reduce costs and improve accounting processes. Skilled at boosting profitability and minimizing accounting errors. Dedicated to reducing outstanding debt and avoiding additional fees. Prepares and distributes statements to customers while maintaining comprehensive, accurate records. Accustomed to answering questions, providing information and resolving concerns. Good communication, organizational and multitasking abilities.
- Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Reconciliation Specialist
Alight Solutions
Tallahassee, FL
06.2022 - Current
- Maintained accounts payable and receivable ledgers, ensuring all invoices were recorded correctly.
- Researched and resolved complex reconciliation issues in a timely manner.
- Collaborated with internal departments to resolve discrepancies quickly and accurately.
- Performed month-end close activities related to the reconciliation process.
- Identified opportunities for process improvement within the reconciliation function.
- Documented procedures for the reconciliation process, ensuring accuracy and consistency across business units.
- Reconciled intercompany transactions on a monthly basis to ensure accurate reporting of results.
- Performed detailed analysis of cash flows, preparing variance explanations as needed.
Refund Specialist
Alight Solutions
Tallahassee, FL
11.2021 - Current
- Processed refunds on credit balances to maintain positive account relationships.
- Operated POS systems to tabulate bills and issue refunds, receipts, credits and change to customers.
- Expedited resolutions to correct customer problems and complaints.
- Processed invoice payments and recorded information in account database.
- Managed all payments processing, invoicing and collections tasks.
- Monitored past due accounts and pursued collections on outstanding invoices.
Agent Trainee
Alight Solutions
Tallahassee, FL
02.2021 - Current
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Identified issues and determined when to appropriately escalate.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed and maintained thorough knowledge of regulatory, departmental and company policies.
- Collaborated with individuals through meetings and conference calls.
- Expanded client list by compiling information of potential clients to contact.
- Followed up with warm leads to drive deals to completion.
- Oriented and trained new staff members in job duties and corporate procedures.
Problem Resolution Specialist
Alight Solutions
Tallahassee, FL
09.2019 - Current
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Documented customer inquiries and feedback, including service delivery suggestions, in company database
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Consulted with customers to determine best methods to resolve service and billing issues
- Explained key information regarding products and services to customers to encourage informed decision-making
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered questions and informed customers of current sales and promotions.
GOSH INK
Tallahassee, FL
01.2017 - 01.2019
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Enforced company policies and procedures to strengthen operational standards across departments
- Directed and led employees, supervising activities to drive productivity and efficiency
- Enhanced sales by implementing merchandising and promotional improvements
- Supported sales management initiatives to optimize business development
- Produced monthly sales and performance reports, supporting operational planning and strategic decision making
- Completed inventory audits to identify losses and project future demands
- Increased annual sales by driving operational efficiencies and building customer rapport to foster loyalty
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
Customer Service Representative
SAM'S CLUB
Tallahassee, FL
01.2015 - 01.2017
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Set up and activated customer accounts
- Documented conversations with customers to track requests, problems and solutions
- Evaluated customer account information to assess current issues and determine potential solutions
- Worked with managers to develop service improvement initiatives
- Delivered high level of service and support to each customer, paving way for future business opportunities
- Educated customers on special pricing opportunities and company offerings
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Shift Leader
PIZZA HUT
Tallahassee, FL
01.2014 - 01.2015
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity
- Automated contact management system to maintain efficient client organization
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
- Supervised and coached sales managers and sales representatives while developing training strategies to boost profitability
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Associate of Science - Pharmacy
Ultimate Medical Academy - Clearwater
Clearwater, FL06.2022
Associate of Arts - Communication
Tallahassee Community College
07.2020
High School Diploma -
Penn Foster Career School
06.2015
Bachelor of Science - Health Administration
South New Hampshire University
Manchester, NHSkills
- Account collections
- Interest calculations
- Quality control
- Manual processing
- Payroll liabilities
- Year-end reporting
- Payment transactions
- Bill payment
- Materials transport
- Problem-solving abilities
- Product and service knowledge
- Product branding
- Staff development
- Customer rapport
- Documenting information
- Strong communication abilities
- Report creation
- Report generation
- Resolving issues
- System documentation
- Call center operations
- Check processing
- Mail sorting
- Reporting familiarity
- Improvement plan knowledge
- Experience in leadership
- People skills
- Conflict resolution
- Organizational skills
- Accuracy and Precision
- Accounting expertise
- Accounts Payable and Receivable
- Data Reconciliation
- Cost accounting
- Reporting management
- Accounting Principles
Languages
English
Full Professional
French
Full Professional
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Recognized as Employee of the year for outstanding performance and team contributions.
- Promoted from problem resolution specialist to refund specialist, in less than 12-months
- Exceeded sales goals by an average of 100% in less then one year.
Certification
- Certified Coding Specialist (CCS)
- Certified Billing and Coding Specialist (CBCS)
- Certified Risk Adjustment Coder (CRC)
Timeline
Reconciliation Specialist
Alight Solutions
06.2022 - Current
Refund Specialist
Alight Solutions
11.2021 - Current
Agent Trainee
Alight Solutions
02.2021 - Current
Problem Resolution Specialist
Alight Solutions
09.2019 - Current
GOSH INK
01.2017 - 01.2019
Customer Service Representative
SAM'S CLUB
01.2015 - 01.2017
Shift Leader
PIZZA HUT
01.2014 - 01.2015
Associate of Science - Pharmacy
Ultimate Medical Academy - Clearwater
Associate of Arts - Communication
Tallahassee Community College
High School Diploma -
Penn Foster Career School
Bachelor of Science - Health Administration
South New Hampshire University