Lasheika Williams
Muskegon,MI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Visitation Specialist
Catholic Charities West Michigan
Muskegon, MI, MI
07.2023 - 10.2024
- Conducted home visits, supervised visitations, monitored safety of the environment and provided support to families involved in court proceedings.
- Adhered strictly to all confidentiality requirements outlined by state laws when handling sensitive information related to ongoing cases.
- Coordinated transportation for clients to ensure safe transport from one location to another for court ordered visitations.
- Maintained detailed records regarding client interactions including notes on each visitation session.
Program Assistant
Catholic Charities West Michigan
Muskegon, MI
10.2022 - 07.2023
- Assisted management with planning and logistics for program activities.
- Assisted with set up for social events and food deliveries.
- Assisted organizational efforts by filing, entering data and answering phones.
- Handled incoming calls and directed callers to appropriate department or employee.
- Maintained positive working relationship with fellow staff and management.
Customer Service Advocate
Gerber Life Insurance Company
Fremont , MI
01.2021 - 04.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers regarding needs and addressed concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maximized customer satisfaction by handling customer email and telephone interactions.
Direct Support Professional
Turning Leaf Residential Rehabilitation Services
Muskegon, MI
04.2018 - 03.2021
- Supervised medication administration, personal hygiene and other activities of daily living.
- Followed care plan and directions to administer medications.
- Assisted individuals in development of social skills to become integrated in community.
- Tracked and reported clients' progress based on observations and conversations.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Accompanied or transported clients to appointments, errands and social activities.
- Documented current patient information to update vital signs, behaviors and eating habits.
Customer Service Representative
Babbitt's Sports Center
Muskegon, MI
08.2019 - 07.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Associate of Applied Science - Administrative Office Management
Muskegon Community College
Muskegon, MISome College (No Degree) - Early Childhood Education
Baker College of Muskegon
Muskegon, MISkills
- Data Entry
- Verbal and Written Communication
- Customer Retention Strategies
- Efficient and Detail-Oriented
- 45 wpm Typing Speed
- Transaction Processing
- Problem-Solving Abilities
- Credit Card Processing
- Inbound and Outbound Calling
- Clerical Support
- Customer Data Confidentiality
Timeline
Visitation Specialist
Catholic Charities West Michigan
07.2023 - 10.2024
Program Assistant
Catholic Charities West Michigan
10.2022 - 07.2023
Customer Service Advocate
Gerber Life Insurance Company
01.2021 - 04.2022
Customer Service Representative
Babbitt's Sports Center
08.2019 - 07.2020
Direct Support Professional
Turning Leaf Residential Rehabilitation Services
04.2018 - 03.2021
Associate of Applied Science - Administrative Office Management
Muskegon Community College
Some College (No Degree) - Early Childhood Education
Baker College of Muskegon