Lashawn Massey
Houston,TX
Summary
Professional Support Specialist with 6 years of problem-solving, and customer-centric approach. Possesses foundational knowledge in crisis intervention and proficient in de-escalation and communication techniques. Strong focus on team collaboration, adapting to changing needs, and achieving results to meet company metrics. Individual who pays attention to detail, quality, and accuracy.
Overview
5
5
years of professional experience
Work History
Customer Care Support Specialist
Alight Solutions
12.2022 - 09.2024
- Aid with written and verbal communication with customers.
- Ensure compliance with internal and external regulations and maintain accurate and timely records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed incoming calls while maintaining effective work from home environment.
Loan Document Specialist
Wells Fargo
11.2020 - 12.2022
- Maintained confidentiality of sensitive client information while effectively managing diverse loan portfolios.
- Reduced errors in loan applications with thorough review processes, ensuring compliance with lending regulations.
- Developed strong relationships with clients and internal teams, fostering open communication channels for efficient problem solving.
- Supported high-performance lending team by managing multiple tasks simultaneously, maintaining organization and focus under pressure.
Crisis Intervention Specialist
Thompson Child and Family Focus
03.2021 - 05.2022
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Supported residents in coping with emotions and fears through one-on-one sessions.
- Served as liaison between clients'' families and healthcare providers, ensuring seamless communication regarding treatment progress or concerns that may arise.
Crisis Counselor
New Hope
09.2019 - 11.2020
- Meet the ethical and clinical standards in compliance with all accreditation.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Evaluated risk to client or others by gathering information and conducting assessments.
- Attend team meetings, in-service training, supervision, and other quality assurance training.
- Demonstrate high level of clinical knowledge and skill in providing telephonic clinical screenings, risk assessments, means restriction, and crisis intervention to clients.
Education
Bachelor of Social Work - Child Development
North Carolina Central University
Durham, NC05-2019
Skills
- Customer relationship management
- Empathy and patience
- Crisis Intervention
- Microsoft products expertise
- Critical Thinking and Decision-Making
- Remote Support
- Digital Literacy and Technical Proficiency
Timeline
Customer Care Support Specialist
Alight Solutions
12.2022 - 09.2024
Crisis Intervention Specialist
Thompson Child and Family Focus
03.2021 - 05.2022
Loan Document Specialist
Wells Fargo
11.2020 - 12.2022
Crisis Counselor
New Hope
09.2019 - 11.2020
Bachelor of Social Work - Child Development
North Carolina Central University
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