Le'Rashaun I. Roberts
Garfield Heights,OH
Summary
Dedicated customer service professional with significant achievements at New York Life Insurance Co, celebrated for excellence in digital enhancements.Expertise in conflict resolution and technical navigation enhances client policy understanding and team collaboration. Committed to delivering high-quality service and maintaining operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
New York Life Insurance Co
Cleveland, Ohio
01.2019 - Current
- Delivers high-quality customer service, maintaining professionalism and efficiency consistently.
- Handles over 50 inbound calls daily, addressing complex inquiries and processing payments.
- Serves as primary resource for technical issues, providing coaching and real-time support.
- Achieves recognition for excellence in digital updates, ranking top performer for four consecutive weeks.
- Assist in team-building activities, enhancing knowledge and morale through side-by-side coaching.
- Navigates multiple systems to retrieve data with precision and accuracy.
- Empowers customers with policy knowledge, facilitating with informed and effective decision-making.
- Maintains composure during escalated concerns, delivering effective solutions.
Department Assistant – DNP Program
Case Western Reserve University,
Cleveland, Ohio
04.2012 - 08.2018
- Managed sensitive data, ensuring quality assurance and accuracy in study documentation.
- Conducted rigorous quality control checks while maintaining comprehensive study logs for multiple projects.
- Reconciled subject folders, performed data entry, and organized confidential documents efficiently.
- Provided essential administrative support, including proofreading correspondence and coordinating travel arrangements.
- Assisted in departmental training initiatives to effectively onboard new staff and student workers.
- Served as liaison between internal teams and external vendors, managing office equipment requirements.
- Supported faculty and staff with clerical tasks to ensure streamlined departmental operations.
Education
Bachelor of Science - Business Management
Indiana Wesleyan University
Marion, IN12-2018
Skills
Customer relationship management
Efficient leadership
Peer-to-peer coaching
Data entry and record keeping
Team collaboration
Professional communication
Critical thinking
Inspire and motivate others
Adaptability
Time management
Certification
Accident, Life & Health Insurance, 12/2018
Accomplishments
- LEAP Program (Leadership, Engagement and Awareness Program) 2025 Cohort
Timeline
Customer Service Representative
New York Life Insurance Co
01.2019 - Current
Department Assistant – DNP Program
Case Western Reserve University,
04.2012 - 08.2018
Bachelor of Science - Business Management
Indiana Wesleyan University
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