Ana Lahens
Cape Coral,FL
Summary
Detail-oriented and bilingual customer service professional with 2+ years of experience in retail, customer service, and state government. Currently serving as a Revenue Specialist II with the State of Florida, Child Support Program. Skilled in casework assessment, data entry with high accuracy, benefits information (Medicaid and other programs), research, and Microsoft Excel. Recognized for providing empathetic, accurate, and efficient service to diverse populations.
Overview
2
2
Languages
3
3
years of professional experience
Work History
Revenue Specialist II / Full Time
State of Florida, Child Support Program
01.2025 - Current
- Conduct detailed research to locate non-custodial parents, verify employment, income, and assets using state and federal databases
- Maintain 98%+ accuracy in data entry, case notes, and financial calculations within CAMS and related systems
- Utilize Microsoft Excel for tracking, reporting, and reconciling case data; create and maintain spreadsheets for caseload management
- Managed caseload of child support cases, conducting assessments, reviewing court orders, and determining actions per state and federal guidelines to ensure compliance and support clients effectively
- Provided accurate information on Medicaid, public assistance, and other benefits, clarifying their intersection with child support to empower clients in decision-making
- Delivered bilingual (English/Spanish) customer service via phone, email, and in-person, effectively de-escalating situations to enhance client satisfaction and resolve issues.
- Maintained compliance with confidentiality, data security, and program integrity standards.
Sales Associates/ Part Time
Dollar General
, Florida
11.2024 - 02.2025
- -Provided fast, friendly customer service in a high-volume retail environment
- -Operated cash register accurately during busy shifts, handling returns and customer inquiries efficiently
- -Organized store shelves and displays to improve customer experience through effective stocking and inventory management
Customer Service / Part Time
Transport express logistics
, Florida
01.2024 - 11.2024
- -Experienced in customer service to obtain the necessary information and documentation with customers about cars information, demonstrating my customer service skills.
- Organized documents in Microsoft Word for efficient retrieval.
- -Experienced filling tables in Microsoft systems with car information, dates and prices.
Customer Service Associate/ Part Time
JCPenney
, Florida
07.2026
- Processed customer service requests and sales exchanges efficiently, maintaining workflow continuity.
- Worked collaboratively with team members to achieve daily service and sales objectives.
- Optimized procedures for handling requests, enhancing operational efficiency.
- Supported team efforts by training new members on best practices.
- Tracked performance metrics to ensure alignment with targets.
- Facilitated inter-team communication to foster a cohesive work environment.
Education
High School Diploma -
Somerset Academy South Homestead High School
Homestead, FloridaSkills
- Fast learning
- Problem solving
- Bilingual (English and Spanish)
- Creativity
- Adaptability
- Critical Thinking
- Interpersonal communication
- Computer literacy
- Teamwork
- Decision-making
- Organization
- Empathy
- Data Entry & High Accuracy Data Management
- Research & Information Verification
- Medicaid, Child Support & Public Benefits Knowledge
- Microsoft Excel, Microsoft Office Suite & State Database Systems (CAMS)
- Customer Service & Conflict Resolution
- Confidentiality & Compliance (HIPAA / State Regulations)
Clubs and Activities
- Health Awareness Club
- Participated in initiatives to promote health education, where I demonstrated decision-making skills by organizing events and communicating with club members about health topics.
- Technology Club
- Engaged in collaborative projects that highlighted my computer skills and math skills such as leading discussions on software use and presenting technology solutions to improve efficiency in school operations.
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Associate/ Part Time
JCPenney
07.2026
Revenue Specialist II / Full Time
State of Florida, Child Support Program
01.2025 - Current
Sales Associates/ Part Time
Dollar General
11.2024 - 02.2025
Customer Service / Part Time
Transport express logistics
01.2024 - 11.2024
High School Diploma -
Somerset Academy South Homestead High School