Akeya Williams
Fayetteville,USA
Summary
Customer Experience Specialist with over 5 years of experience delivering high-quality support across digital channels, live chat, email, and phone. Skilled in guiding consumers through complex processes with clarity and effective product education. Committed to enhancing accessibility in estate planning for Trust & Will members.
Overview
3
3
years of post-secondary education
8
8
years of professional experience
Work History
Income Maintenance Caseworker II
Hoke County Department of Social Services
Raeaford, NC
07.2024 - Current
- Investigate complex client case issues, uncover root causes behind administrative barriers, and deliver clear, actionable solutions with complete follow-through.
- Educated clients on regulatory and state policies, facilitating navigation of nuanced application and benefit processes.
- Acted as primary point of contact for high-volume client portfolio, delivering empathetic, solution-oriented guidance across digital ticketing systems, email, and phone channels.
- Maintained audit-compliant digital records in central databases, ensuring thorough notes for escalations and cross-team collaboration.
Human Resources Assistant
Penick Village
Southern Pines, NC
10.2022 - 07.2024
- Audited and updated member and employee records in management systems, identifying workflow bottlenecks and recommending administrative enhancements.
- Communicated sensitive information with high empathy, professionalism, and strict confidentiality.
- Provided timely, high-quality support for daily inquiries via chat, virtual platforms, and email, achieving effective resolution on first contact.
Administrative & Customer Support Clerk
Cox Communications
Fayetteville, NC
01.2019 - 09.2022
- Delivered frontline, multi-channel support across digital platforms, live phone calls, and ticketing queues, effectively resolving customer concerns and technical issues.
- Assisted non-technical users with step-by-step product solutions and self-service account navigation, ensuring clarity through thorough, patient explanations.
- Recorded customer interactions and account adjustments in corporate CRM databases, maintaining detailed escalation notes for technical and dispatch teams.
Patient Care Financial Administrator
FirstHealth Moore Regional Hospital
Pinehurst, NC
04.2021 - 04.2022
- Processed patient billing, insurance claims, and reimbursement documentation.
- Managed FirstHealth Moore Regional Hospital financial records and account reconciliations.
- Supported patients in navigating complex account and service inquiries during stressful situations, showcasing empathy and effective communication skills.
- Coordinated with internal departments to resolve multi-step operational inquiries, enhancing overall service delivery.
- Reviewed vendor invoices and prepared payment requests.
Education
Bachelor of Science - Business Administration
Fayetteville State University
Fayetteville, NC 08.2023 - 05.2026
Skills
- Case Management: High-Volume Resolution
- Case assessment
- CRM proficiency
- Complex problem solving
- Client Communication
- Product education
- Communication: Empathetic and Clear Writing
Personal Information
- Title: Member Support & Customer Experience Specialist
- Availability: Remote Work Ready
Timeline
Income Maintenance Caseworker II
Hoke County Department of Social Services
07.2024 - Current
Bachelor of Science - Business Administration
Fayetteville State University
08.2023 - 05.2026
Human Resources Assistant
Penick Village
10.2022 - 07.2024
Patient Care Financial Administrator
FirstHealth Moore Regional Hospital
04.2021 - 04.2022
Administrative & Customer Support Clerk
Cox Communications
01.2019 - 09.2022