Lehana Williams
Beaverton,OR
Summary
Customer support and technical operations specialist with 5+ years of experience in complaint resolution, process improvement, and employee training. Expertise in troubleshooting complex cases, managing support tickets, and documenting findings. Skilled in email and messaging support, workflow testing, and operational certifications, with proficiency in Microsoft Office and support platforms.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Technical Support Specialist
KinderCare
Lake Oswego, OR
04.2026 - Current
- Provide frontline technical support to corporate and field employees via phone, email, and ticketing systems.
- Diagnose and troubleshoot hardware, software, account access, and connectivity issues, guiding users toward effective resolutions.
- Manage support tickets from intake through resolution, prioritizing requests, documenting troubleshooting steps, and providing timely status updates.
- Deliver empathetic, customer-focused support while balancing multiple open issues and meeting service-level expectations.
- Investigate technical issues, identify potential root causes, and escalate unresolved cases to appropriate internal teams with detailed documentation.
- Contribute to knowledge sharing and process improvement by documenting recurring issues and effective troubleshooting steps.
Complaint Operations Specialist
Cash App
Portland, OR
10.2025 - 02.2026
- Manage and investigate high-priority, complex customer complaints across multiple channels (phone, email, chat, social), ensuring timely and thorough resolution within SLAs.
- Conduct detailed investigations, document findings, and determine appropriate resolutions in alignment with company policies, regulations, and the Global Complaints Program.
- Collaborated with cross-functional teams (Risk, Legal, Compliance) to escalate and resolve complex cases, ensuring proper handling and mitigation of risks.
- Maintained accurate records and ensured regulatory compliance while delivering clear communication and de-escalation strategies to enhance customer satisfaction.
Business Process Improvement Specialist
Cash App
Portland, OR
05.2023 - 03.2024
- Developed business cases leveraging efficiency data and organizational priorities to secure leadership buy-in for initiatives.
- Supported process improvement tickets from submission to implementation, aligning with quarterly OKRs to enhance operational effectiveness.
- Proposed process changes to address evolving customer inquiries, ensuring responsiveness to stakeholder needs.
- Built cross-functional relationships with department heads and subject matter experts of all levels.
- Oversaw multiple initiatives across various departments.
Customer Experience Improvement Specialist
Cash App
Portland, OR
01.2023 - 05.2023
- Provided subject matter expertise to support change management and process improvement life-cycles, representing the advocate perspective as well as the customer's.
- Designed and implemented new workflows to enhance operational efficiency.
- Recommended operational changes to meet changing customer requirements.
- To maintain my Subject Matter Expertise, I frequently took cases as a Messaging Support Advocate.
Learning Consultant
Cash App
Portland, OR
05.2021 - 01.2023
- Upskilled, trained, and provided alternate explanations to adhere to the variety of adult learning styles for new hires.
- Built, audited and constructed Elearning programs while also independently fabricating processes on how to facilitate sessions.
- Responsible for auditing learning material based on updated workflows.
- Displayed effective communication skills while coaching voice and messaging advocates towards a resolution with real - time cases through Live Agent Escalations.
Voice & Email Support Advocate
Cash App
Portland, OR
11.2020 - 05.2021
- Performed inbound calls and emails to customers experiencing a variety of issues, with empathy, compassion and urgency.
- Mentored 3 new advocates that were in their first 90 days to further understand workflows and case topics.
- Resolved, transferred, and escalated customer inquiries on a daily basis, while articulating the voice of Cash.
Skills
- Tech support
- Customer support
- Ticket management
- Issue resolution
- Root cause analysis
- Workflow Optimization
- User Training Sessions
- Project management tools
- Office suite
Certification
- Lean Six Sigma - Green Belt September 21, 2023
- Lean Six Sigma - Yellow Belt June 23, 2023
- Lean Six Sigma - White Belt June 21, 2023
Timeline
Technical Support Specialist
KinderCare
04.2026 - Current
Complaint Operations Specialist
Cash App
10.2025 - 02.2026
Business Process Improvement Specialist
Cash App
05.2023 - 03.2024
Customer Experience Improvement Specialist
Cash App
01.2023 - 05.2023
Learning Consultant
Cash App
05.2021 - 01.2023
Voice & Email Support Advocate
Cash App
11.2020 - 05.2021