Leslie Roberson
West Bloomfield,MI
Summary
Dynamic Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations with diverse customers and individual needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Licensed P&C Insurance Sales and CSR Agent
AAA Auto Club Group
Dearborn, MI
08.2023 - Current
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Monitored customer satisfaction levels through surveys and feedback forms.
Licensed P&C Insurance Agent
Farmers Insurance The Yessica Alderete Agency
Houston, TX
03.2023 - 06.2023
- Negotiated contracts between insurers and insured parties in order to obtain favorable terms for both sides.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Assessed customer risk levels and recommended appropriate coverage options.
Health Insurance Customer Service Representative
Blue Cross and Blue Shield Anthem
Richmond , VA
11.2021 - 07.2022
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Facilitated payment processing for premium payments and renewals.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Verified that all necessary documents such as licenses, certificates, authorizations were valid and up-to-date before each flight.
- Mitigated regulatory risks by obtaining documents, clearances, certificates and approvals from local, state and federal agencies.
- Monitored weather conditions and provided pilots with information about potential delays or hazardous conditions.
- Participated in weekly meetings with senior management team members in order to discuss current projects and upcoming initiatives.
Flight Operations Specialist
US Army Fort Hood
Killeen, TX
11.2007 - 05.2010
- Mitigated regulatory risks by obtaining documents, clearances, certificates and approvals from local, state and federal agencies.
- Provided technical support to pilots in order to ensure safety during all phases of a flight.
- Maintained records of crew members' flying hours and rest periods in accordance with FAA regulations.
- Enforced FAA and airline rules with passengers in business, economy and first class.
Education
Some College (No Degree) - English
Wayne State University
Detroit, MIBBA -
University of Phoenix
Tempe, AZSkills
- Policy management
- Customer service
- Product knowledge
- Customer relationship management
- Regulatory compliance
- Risk assessment
- Effective communication
- Problem solving
- Relationship building
- Policies and procedures adherence
- Interpersonal skills
- Call center experience
- Opening and closing accounts
- Product and service sales
- Teamwork
Certification
- Property and Casualty License issued April 2023
- Accident and Health License issued April 2023
References
References available upon request.
Timeline
Licensed P&C Insurance Sales and CSR Agent
AAA Auto Club Group
08.2023 - Current
Licensed P&C Insurance Agent
Farmers Insurance The Yessica Alderete Agency
03.2023 - 06.2023
Health Insurance Customer Service Representative
Blue Cross and Blue Shield Anthem
11.2021 - 07.2022
Flight Operations Specialist
US Army Fort Hood
11.2007 - 05.2010
Some College (No Degree) - English
Wayne State University
BBA -
University of Phoenix
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