LaKeshia Robinson
Columbus
Summary
Results-driven professional with over 10 years of experience in customer service and insurance claims. Led initiatives in organizational development and data analysis to enhance workflows and mitigate risk. Managed high-volume pipelines and resolved critical customer escalations while mentoring teams to foster long-term client loyalty.
Overview
17
17
years of professional experience
Work History
Customer Care Specialist
Aflac
08.2023 - Current
- · Manage high-volume inbound inquiries under general supervision, delivering definitive policy updates and accurate claims status information.
- · Navigate seamlessly across multiple complex computerized database systems to ensure immediate data retrieval and minimal customer wait times.
- · Uphold strict ethical and compliance behaviors at all times, securing exceptional customer satisfaction ratings.
- DC assist colleagues in team chats with questions and escalated calls
- Call Coach New Hire Class
Claims Specialist
Aflac
02.2020 - 02.2023
- Evaluated, validated, and processed complex accident claims while consistently meeting or exceeding a stringent 65-daily production quota.
- Audited new claim files comprehensively to identify injury status, policy coverage parameters, and strategic plans of action.
- Conducted deep-dive assessments of insurance policies to confidently approve or deny payouts based on precise coverage terms.
- Mitigated organizational risk by identifying and escalating high-indemnity exposure files to executive management for targeted investigation.
- Resolved entrenched internal processing friction points, directly driving continuous improvement initiatives for broader office operations.
Customer Service Lead
Winn Dixie
03.2009 - 01.2020
- Directed daily front-end customer service operations and supervised a dedicated team of 4 to 6 cashiers to ensure rigorous adherence to service guidelines.
- Built and optimized a comprehensive training program to mentor new hires, rapidly boosting performance metrics and domain knowledge.
- Managed point-of-sale (POS) operations, handled financial reconciliations (cash, check, credit), and audited daily cashier batches for flawless balance accuracy.
- Acted as primary escalation point for sensitive customer complaints, leveraging active listening to resolve friction and preserve long-term brand loyalty.
- Stepped up proactively to command shift operations and manage high-traffic periods, minimizing customer bottlenecks under pressure.
Education
Associate of Science - Business Administration
University of Phoenix
Tempe, AZMedical Assistant -
Miller Motte
Columbus Georgia01-2020
Skills
- Operations: Claims Administration, Risk Management, File Processing & Management, POS Transactions
- Leadership: Team Training & Mentorship, Performance Management, Operational Excellence, Process Optimization
- Technical: Data Analysis, High-Accuracy Data Entry, Accounting, Computerized CRM & Database Navigation
- Customer Care: Dispute Resolution, Customer Loyalty, High-Volume Inbound Inquiries, Ethical Standards
Timeline
Customer Care Specialist
Aflac
08.2023 - Current
Claims Specialist
Aflac
02.2020 - 02.2023
Customer Service Lead
Winn Dixie
03.2009 - 01.2020
Associate of Science - Business Administration
University of Phoenix
Medical Assistant -
Miller Motte