Clarence Brice
Customer Support Specialist Iii @Movement Mortgage
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WORK HISTORY
Customer Support Specialist Iii @Movement Mortgage
Handle complex customer inquiries, resolve escalated complaints, and provide excellent phone, email, and personal service. Managed customer records, analyzed trends, and prepared reports on customer service issues. Lead, direct, and coach representatives in quality and SLA adherence through coaching and mentorship, participate in driving special projects for complex client resolutions, manage escalated member inquiries across systems to ensure resolutions comply with SLA standards, and document resolutions/engagements in Service Now, MSP, and Salesforce. Advise senior management on risk to successfully identify, analyze, and mitigate any major threats to the company. Collaborate with teams and partners to resolve complaints; achieve compliance with State and Federal guidelines through workflow improvements from member feedback. Conduct outreach to address frequent issues like caller trends and claim denials while enhancing the member experience; document resolutions in CRM, MSP, Service Now, and Salesforce to support client needs. Provide IT support to resolve tech issues to ensure business continuity and online web access for internal/external customers.
EDUCATION
Post University
Master of Science - MSPM, Project Management
Post University
Bachelor of Business Administration - BSBA, Business Administration
ABOUT CLARENCE BRICE
Project Management Professional (PMP®) and Master of Science in Project Management…
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