Lacresia M. Braxton

Clinical Medical Assistant-trained professional experienced in remote patient and member support, care coordination, follow-up, insurance and eligibility assistance, confidential documentation, and high-volume call center operations. Skilled in EHR/EMR workflows, Microsoft Office, data entry, KPI tracking, reporting, and cross-functional collaboration. Prepared to support medication refill programs, special projects, and patient engagement while developing motivational interviewing and behavior-change support skills.

Team Leadership - Wells Fargo - Remote

(2022-08 - 2025-09)

• Led a high-volume remote support team, managing workflows, call queues, quality, compliance, and timely resolution.
• Resolved escalations, verified information, researched discrepancies, processed payments, and documented interactions accurately.
• Coached employees on empathy, de-escalation, confidentiality, workflow procedures, and performance expectations.
• Performed quality reviews, call monitoring, workflow analysis, KPI reporting, and trend identification for leadership.
• Supported leadership with scheduling, onboarding, training, special projects, reporting, coaching, and mentoring.
• Used SAP CRM, Pega, Genesys, Avaya, Microsoft Word, Excel, Outlook, Teams, VPN, VoIP, and cloud-based applications.

Phone Banker - InTouch Credit Union - Remote

(2020-03 - 2022-08)

• Provided high-volume remote phone support involving account maintenance, payments, billing questions, identity verification, and confidential customer information.
• Researched accounts and transactions, documented interactions in Salesforce, and resolved disputes, access issues, and service concerns.
• Explained complex information clearly, completed follow-up, and maintained accurate records while meeting quality and productivity standards.

IT Help Desk Analyst - T-Mobile - Remote

(2018-03 - 2020-02)

• Provided remote phone, email, and live-chat support for customer accounts, billing questions, service plans, account access, device concerns, and technical issues.
• Verified identity, documented interactions in ServiceNow and Zendesk, resolved access issues, and escalated complex concerns for timely resolution.

Enrollment Specialist / Crisis Call Center Representative - Aetna Better Health - Richmond, VA

(2015-02 - 2018-02)

• Guided members through Medicaid enrollment, eligibility verification, benefits education, healthcare navigation, and patient support.
• Managed patient intake, verified demographic information, documented case notes in VACMS/EMR systems, and maintained HIPAA-compliant records.
• Provided crisis-call and telehealth support, coordinated services, connected callers with resources, and completed timely follow-up.
• Explained coverage, authorization, and eligibility requirements and coordinated communication among patients, providers, insurers, and community organizations.

Associate Degree - Radiologic Technology - American National University (2026-05)

Clinical Medical Assistant (CCMA) Program - Clinical Medical Assistant - Richmond Adult Technical Center (2025-03 - 2026-05)

Pharmacy Technician Program - Pharmacy Technician - J.T.

Pharmacy Technician Training

School (2019-04 - 2019-08)

Personal Care Aide (PCA) Certification - Personal Care Aide - Professional Career Institute (2014-03 - 2014-04)