Keyshla Figueroa
Senior Customer Service Representative
Tampa,FL
Summary
Support professional with a track record of delivering exceptional customer support and resolving complex issues swiftly. Known for strong team collaboration and flexibility in adapting to changing needs. Proficient in technical troubleshooting and customer relationship management.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Senior Support Specialist (Fraud)
ID.me
07.2021 - 09.2026
- Investigated identity verification alerts to detect and address fraudulent patterns and suspicious account activity.
- Investigated identity verification alerts to identify fraudulent patterns and suspicious account activity.
- Handled high volumes of members through email, chat, and phone for customer service and fraud-related issues.
- Former General Support Representative. Former Document Reviewer.
Member Services Trainer
Beacon Health Solutions
02.2019 - 06.2021
- Developed classroom and virtual training materials aligned with compliance and role-specific requirements.
- Mentored staff through coaching, feedback, and job shadowing to strengthen confidence.
- Supported special projects, including QA scoring and managing outgoing mail, to ensure quality assurance and operational efficiency.
- Former Team Lead. Former CSR.
Customer Service Representative
Maximus
11.2016 - 02.2019
- Assisted with Marketplace enrollment and the application process.
- Advised and educated a high volume of consumers on benefits and health plan options available.
- Experienced with multiple systems, such as NGD and CCO learning.
Assistant Manager
Chick-Fil-A
05.2017 - 09.2018
- Led daily shift operations, ensuring consistent service standards and smooth team coordination.
- Balanced registers and managed deposits and daily inventory to ensure accurate financial reporting.
- Trained team members on guest service, food safety, and restaurant procedures.
Education
High School Diploma -
Escuela Nocturna Adrian Torres Torres
Jayuya, Puerto RicoLicensed Full Specialist - Esthetics & Nail Technology
American Institute of Beauty
Largo, FL 05.2001 -
Skills
- Data management
- HIPAA compliance
- Patient confidentiality
- Management
- Fraud investigation
- Multitasking and organization
- Time management
- Team leadership
- Staff training and development
- Microsoft Office
- Multi-line phone talent
- Bilingual (Spanish)
Timeline
Senior Support Specialist (Fraud)
ID.me
07.2021 - 09.2026
Member Services Trainer
Beacon Health Solutions
02.2019 - 06.2021
Assistant Manager
Chick-Fil-A
05.2017 - 09.2018
Customer Service Representative
Maximus
11.2016 - 02.2019
Licensed Full Specialist - Esthetics & Nail Technology
American Institute of Beauty
05.2001 -
High School Diploma -
Escuela Nocturna Adrian Torres Torres