Lakisha Clement
755 E. Virginia Way Apt 67
Summary
Dedicated and detail-oriented professional with a proven track record in social services and customer support. Experienced in guiding clients through various assistance programs, including Medicaid, SNAP, and TANF, while ensuring compliance with federal and state policies. Adept at conducting thorough intake interviews to assess individual and family needs, calculating eligibility and benefit levels, and maintaining meticulous records in state eligibility systems. Skilled in fostering strong relationships with clients through effective communication, providing clear explanations of program rules, rights, and responsibilities. Demonstrated ability to handle sensitive situations with empathy and professionalism, contributing to improved client outcomes. Proven expertise in screening for immediate needs, such as homelessness, and efficiently coordinating referrals to relevant resources. Strong customer service background, with experience in resolving inquiries and issues in a timely manner. Proficient in utilizing various communication channels to enhance customer experience and streamline processes. Committed to teamwork and collaboration to achieve departmental goals, ensuring delivery of high-quality services.
Overview
13
13
years of professional experience
Work History
Family Service Specialist
State of Nevada Department of Welfare
03.2025 - 12.2025
- Guided clients through applications, re-certifications, and changes for Nevada Medicaid (medical), SNAP, and TANF cash assistance, ensuring complete forms and required verifications.
- Conducted thorough intake interviews to assess household composition, income, resources, and needs; explained program rules, rights, and responsibilities in clear terms.
- Calculated budgets and determined eligibility and benefit levels in accordance with federal and state policy; recorded determinations in state eligibility systems within mandated timelines.
- Verified information with employers, landlords, and agencies; resolved discrepancies to prevent improper payments and protect program integrity.
- Coordinated referrals to community resources (healthcare, housing, employment) and maintained detailed case notes, documentation, and confidentiality compliance.
- Assisted applicants in filling out housing applications and verifying assets.
- Helped clients find permanent or temporary housing.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Managed/processed up to 14 case per day.
Eligibility Worker II
San Bernardino County
01.2022 - 03.2025
- Assisted clients with applications and renewals for CalWORKs cash aid, Medi-Cal, and CalFresh (SNAP), guiding them through forms, verifications, and interviews.
- Conducted interactive interviews; gathered and verified income, assets, and household details with employers, banks, and agencies; entered accurate data in CalSAWS/BenefitsCal.
- Screened for homelessness and immediate needs; processed CalWORKs Homeless Assistance and issued referrals to shelters and housing resources.
- Coordinated referrals for subsidized childcare, Social Security benefits (SSI/SSDI) appointments, and employment services (EDD/AJCC).
- Maintained compliance with regulations, policies, and procedures to ensure timely, accurate eligibility determinations and quality case management.
- Managed/processed up to 25 case per day.
Customer Service Representative
Spectrum
05.2021 - 08.2021
- Provided exceptional customer support by responding to inquiries, resolving issues, and managing complaints with a focus on customer satisfaction.
- Assisted clients in navigating products and services, offering tailored solutions to meet their needs and enhance their experience.
- Collaborated with team members to identify trends in customer feedback, contributing to process improvements and increased efficiency.
- Maintained accurate records of customer interactions using CRM software, ensuring all information is updated and readily accessible.
- Handled customer complaints with empathy and professionalism, ensuring a positive outcome and retention of customer loyalty.
- Provided exceptional support to customers via phone, email, and chat, resolving inquiries and issues with a professional and courteous approach.
- Managed over 50 customer calls per day.
Customer Service Representative II
AppleOne (Wells Fargo Home Mortgage)
11.2020 - 03.2021
- Managed customer accounts and processed transactions efficiently, contributing to a streamlined service experience.
- Collaborated with team members to improve service delivery and participated in training sessions to enhance product knowledge.
- Utilized CRM software to log interactions and maintain accurate records of customer issues and resolutions.
- Processed orders, returns, and exchanges efficiently while ensuring customer satisfaction.
- Assisted customers with inquiries, providing detailed information on products and services to enhance their experience.
- 'Managed over 50 customer calls per day.
Customer Service Manager (CSM)
LanguageLine Solutions
03.2016 - 07.2017
- Led regular team meetings and performance reviews, fostering a positive work environment that encouraged open communication and continuous improvement.
- Oversaw a team of customer service representatives, ensuring their alignment with the company's standards of customer satisfaction and operational efficiency.
- Developed and implemented training programs to enhance team performance and improve product knowledge, which resulted in a 20% reduction in customer complaints.
- Collaborated closely with cross-functional teams to streamline processes and ensure seamless customer experiences throughout the service journey.
- Analyzed customer feedback and metrics to identify trends and areas for improvement, leading initiatives that increased customer retention by 15%.
Customer Service Representative
Dish Network Technologies
10.2014 - 03.2016
- Provided exceptional customer service by addressing inquiries and resolving issues promptly and accurately.
- Managed high volumes of customer interactions through various channels including phone, email, and live chat.
- Collected customer feedback to improve service processes and enhance client satisfaction.
- Utilized CRM software to track customer interactions, ensuring a high level of service and follow-up.
- Trained new team members on procedures and best practices for customer engagement to enhance team performance.
- 'Managed over 50 customer calls per day.
Technical Support Representative
AT&T
04.2013 - 10.2014
- Resolved technical issues for customers via phone, chat, and email support.
- Documented customer interactions in ticketing system to ensure accurate follow-up.
- Collaborated with cross-functional teams to escalate complex technical challenges.
- Trained new team members on support protocols and best practices for service delivery.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Managed over 50 calls per day to keep up with flow and responded to technical support needs.
Education
No Degree - Massage Therapy
ICDC College
Los Angeles02-2004
Skills
- Customer Service
- Typing
- Administrative Skills
- Time Management
- Microsoft Word
- Microsoft Excel
- Report preparation
- Case recordkeeping
- Clerical Skills
- Call Center
- Remote
- Professional ethics
- Eligibility determination
- Client interviewing
Timeline
Family Service Specialist
State of Nevada Department of Welfare
03.2025 - 12.2025
Eligibility Worker II
San Bernardino County
01.2022 - 03.2025
Customer Service Representative
Spectrum
05.2021 - 08.2021
Customer Service Representative II
AppleOne (Wells Fargo Home Mortgage)
11.2020 - 03.2021
Customer Service Manager (CSM)
LanguageLine Solutions
03.2016 - 07.2017
Customer Service Representative
Dish Network Technologies
10.2014 - 03.2016
Technical Support Representative
AT&T
04.2013 - 10.2014
No Degree - Massage Therapy
ICDC College