LaKendra Miller
Goodyear
Summary
Customer-focused professional with experience in Trust & Safety investigations, high-volume customer service, and behavioral health support. Proven ability to manage sensitive, high-risk situations using empathy, critical thinking, and strong communication skills. Adept at navigating complex systems, de-escalating escalated issues, and delivering excellent customer experiences across digital and live support channels.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Triage Safety Investigation Specialist (TSIS)
Uber
06.2024 - Current
- Manage a high-volume, live queue of urgent and critical safety incidents, including accidents and sensitive cases.
- Conduct thorough interviews with reporting parties via phone and email to gather accurate and complete case details.
- Handle explicit content and emotionally charged situations with professionalism, discretion, and empathy.
- Collaborate closely with Trust & Safety Investigation teams to ensure continuous case improvement.
- Apply critical thinking, emotional intelligence, and creative problem-solving to resolve high-severity safety concerns.
- Master multiple internal knowledge bases and contact management systems.
Customer Service Representative (CSR)
Arizona Public Service (APS)
09.2022 - 03.2024
- Resolved residential customer inquiries via phone, email, and text related to outages, billing disputes, and payment challenges.
- Utilized CC&B systems to manage and track work orders through completion.
- Delivered empathetic, solution-oriented support while de-escalating sensitive and high-stress customer situations.
- Proactively identified customer needs and recommended services such as Budget Billing and alerts.
- Maintained compliance with emergency procedures, ACC rules, and regulatory requirements.
- Escalated critical customer concerns to supervisors when necessary.
Licensed Insurance Agent
American Family Insurance
07.2021 - 08.2022
- Handled customer inquiries related to billing, policy coverage, and policy changes via phone, email, chat, and digital platforms.
- Took full ownership of customer requests to ensure end-to-end resolution and satisfaction.
- Exercised judgment to make exception decisions balancing customer needs and organizational policies.
- Built strong customer relationships to support retention and long-term loyalty.
- Educated customers on current and future insurance needs.
- Collaborated cross-functionally to deliver seamless service experiences.
- Adhered to federal and state insurance regulations.
- Applied LEAN principles to identify process improvements.
- Participated in training and peer development initiatives.
- Successfully worked in a remote environment.
Licensed Insurance Agent
CSAA Insurance Exchange
11.2011 - 01.2018
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Utilized CRM software to manage client relationships.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Analyzed risk factors to recommend appropriate coverage levels.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Worked effectively in fast-paced environments.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Able to process changes to Flood and Earthquake Policies
- The ability to be a rotational coach to provide knowledge and answers to other agents
- Successfully worked in a remote environment.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
Education
Bachelor of Science -
Grand Canyon University
Phoenix, AZ12-2027
GED -
Anthis Career Center
Fort Wayne, IN08-2011
Skills
- Interview techniques
- Evidence collection
- Research
- Customer Support & Case Management
- Trust & Safety Investigations
- High-Severity Incident Handling
- Emotional Intelligence & De-escalation
- Critical Thinking & Problem Solving
- Phone, Email, Chat, & Digital Support
- Regulatory & Compliance Adherence
- Documentation & Data Accuracy
- Cross-Functional Collaboration
Certification
Property & Casualty License – Personal Lines ( #17311036) Valid: February 2022 – February 2026
ACSR - Valid
Timeline
Triage Safety Investigation Specialist (TSIS)
Uber
06.2024 - Current
Customer Service Representative (CSR)
Arizona Public Service (APS)
09.2022 - 03.2024
Licensed Insurance Agent
American Family Insurance
07.2021 - 08.2022
Licensed Insurance Agent
CSAA Insurance Exchange
11.2011 - 01.2018
Bachelor of Science -
Grand Canyon University
GED -
Anthis Career Center