Raneshia Robertson
Summary
Claims and customer service professional with 7+ years of experience across insurance, call centers, and client support. Skilled in claims processing, customer account management, and team leadership. Adept at handling 70+ daily customer interactions, processing 50+ claims per day, and using Salesforce, Epic, Excel, and Five9 to streamline workflows. Recognized for problem-solving, de-escalation, and mentoring staff to exceed performance metrics.
Overview
10
10
years of professional experience
Work History
Claims Representative
MCI
01.2025 - 12.2025
- Processed 50+ claims daily with accuracy and compliance to company standards.
- Assisted customers with policy updates, billing, and claims inquiries.
- Applied strong problem-solving skills to resolve disputes and deliver timely claim resolutions.
Team Lead
ShyftOff
01.2021 - 12.2023
- Supervised and supported a team of 15+ customer service agents, providing coaching and performance feedback.
- Assisted agents with escalated claims and policy issues, improving first-call resolution rates by 20%.
- Monitored call metrics through Five9 and Excel, ensuring SLA compliance and quality standards.
- Trained new hires on claims processes, Salesforce, and de-escalation techniques.
Customer Service Agent
Teleperformance
01.2020 - 12.2021
- Handled 70+ inbound customer interactions daily, assisting with account updates, payments, and service inquiries.
- De-escalated challenging calls, achieving a 95% customer satisfaction rate.
- Recognized for consistently exceeding performance targets for accuracy and efficiency.
Customer Service Representative
Arise
01.2016 - 12.2019
- Provided remote customer support for multiple clients, specializing in account management and payment processing.
- Delivered accurate and timely assistance to customers, resolving issues efficiently.
- Developed strong multitasking skills by managing multiple systems and high call volumes.
Education
High School Diploma -
Jaha Education
Skills
- Claims Processing & Adjudication
- Customer Service & Account Management
- Team Leadership & Training
- Conflict Resolution & Call De-Escalation
- CRM Tools: Salesforce, Epic, Five9
- Microsoft Excel & Data Accuracy
- Payment Processing & Policy Updates
- High-Volume Workload Management
- Salesforce
- Epic
- Five9
- Microsoft Excel
- Claims Processing Systems
- CRM Tools
- Data Entry
Timeline
Claims Representative
MCI
01.2025 - 12.2025
Team Lead
ShyftOff
01.2021 - 12.2023
Customer Service Agent
Teleperformance
01.2020 - 12.2021
Customer Service Representative
Arise
01.2016 - 12.2019
High School Diploma -
Jaha Education