Keisha Leflore
Houston
Summary
Experienced and empathetic Customer Service Representative with over 6 years of success in fast-paced environments including insurance, healthcare, and tech support. Proven ability to resolve complex issues, maintain client satisfaction, and support cross-functional teams. Skilled in call handling, CRM systems, health insurance processes, and technical troubleshooting.
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
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Technical Support Representative
QuickTech Solutions
San Francisco
06.2025 - 02.2026
- Handled inbound tech support calls for internet and software services; diagnosed and resolved common issues remotely.
- Documented technical issues in CRM system and followed up with customers for feedback.
- Created FAQs and internal knowledge base articles to improve first-call resolution.
- Assisted with Level 2 escalation support for network and email issues.
Customer Support Specialist/ Chat Support
Ansafone
Houston
04.2022 - 06.2025
- Provided compassionate support to over 50 patients daily regarding health plan benefits, billing, and appointment scheduling.
- Resolved escalated issues and insurance claim denials by collaborating with internal departments.
- Trained new hires on call scripts, documentation, and handling sensitive patient data under HIPAA.
- Maintained 98% customer satisfaction rating over 12-month period.
Insurance Claims Associate
GroupO
Washington Heights
03.2019 - 03.2022
- Processed medical, dental, and life insurance claims accurately and within SLA timelines.
- Explained coverage details to policyholders in easy-to-understand language.
- Identified fraud indicators and escalated suspicious claims for investigation.
Education
High school diploma - Mathematics
Chicago Math, And Science Academy
Chicago 03.2007 - 06.2010
Skills
- Customer Support (Phone, Chat, Email)
- Health Insurance & Claims Assistance
- Technical Troubleshooting (Software/Hardware)
- Policy Explanation & Claims Processing
- EMR & CRM Software (Salesforce, Epic, Zendesk)
- Conflict Resolution & Deescalation
- HIPAA Compliance
- Zendesk
- Salesforce
- Epic
- Microsoft Office
- Google Workspace
- Zoom
- VoIP Systems
- Windows & Mac OS
Timeline
Technical Support Representative
QuickTech Solutions
06.2025 - 02.2026
Customer Support Specialist/ Chat Support
Ansafone
04.2022 - 06.2025
Insurance Claims Associate
GroupO
03.2019 - 03.2022
High school diploma - Mathematics
Chicago Math, And Science Academy
03.2007 - 06.2010