Shakenya Williams
Cape Coral
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
18
18
years of professional experience
Work History
Member Service Representative
Liveops
07.2025 - Current
- Handles inbound inquiries regarding benefits,
- Verifies members eligibility through various systems.
- Provides empathy means with members, while understanding their feelings, their needs and concerns.
- Assists members with updating account information.
- Increase first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Product Support Representative
Arise Virtual Solutions
02.2023 - 07.2025
- Provide an empathetic approach to customer interactions, leveraging critical thinking and multi-tasking capabilities.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Responded to customer requests for products, services, and company information.
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication and enhancing user satisfaction and engagement.
Child Support Clerk
Lauderdale County District Attorney Office
05.2019 - 02.2023
- Streamlined office workflows by implementing efficient filing systems.
- Assisted parents/guardians with configuring the amount of financial support to be issued to custodial parent/guardian.
- Made copies of any petitions, motions, and complaints as needed that have been signed by the Assistant District Attorney and/or District Attorney, along with any order to be signed by the Circuit Court Judge.
- Attended court hearings for child support cases to determine financial responsibility of non-custodial parent.
- Replied to emails and made inbound/outbound calls regarding child support cases and other related inquiries in assigned caseload.
Family Self-Sufficiency Case Aide
Lauderdale County DHR
11.2017 - 05.2019
- Answered general questions via phone and email regarding basic eligibility or work participation requirements for Family Assistance.
- Assisted Case Manager with the verification process to verify eligibility.
- Provided administrative support; such as faxing, filing and other general clerical work.
- Assisted recipients in completing forms, developing resumes and other documents.
- Transported clients for job searches and other component related activities.
- Assisted clients with locating and accessing community resources through referrals, phone calls, letters or personal contact.
Email Support Specialist
Rewards Network
03.2008 - 04.2015
- Responded to members via email in a timely manner.
- Assisted members with logging into their online account.
- Provided support via email to members regarding the rewards they have received.
Education
Licensed Cosmetologist - Cosmetology
Miami Lakes Educational Center
Miami Lakes, FL06-2017
Skills
- Proficient in Microsoft Word, Windows, and Excel Type 50 WPM
- Data Entry
- Customer Service
- Filing
- Clerical experience
- Office experience
- Case management
- Phone etiquette
- Communication skills
- Live Chat
Timeline
Member Service Representative
Liveops
07.2025 - Current
Product Support Representative
Arise Virtual Solutions
02.2023 - 07.2025
Child Support Clerk
Lauderdale County District Attorney Office
05.2019 - 02.2023
Family Self-Sufficiency Case Aide
Lauderdale County DHR
11.2017 - 05.2019
Email Support Specialist
Rewards Network
03.2008 - 04.2015
Licensed Cosmetologist - Cosmetology
Miami Lakes Educational Center