SHEKINAH WILLIAMS
Maximus
Houston,TX
8
years of professional experience
Customer service professional with 7+ years of experience in remote support, high-volume customer interactions, claims and documentation, escalations, and team leadership. Skilled in de-escalation, active listening, accurate data entry, issue resolution, and working independently in remote environments. Seeking a full-time remote night shift / overnight customer service position.
Work History
Overnight Customer Service Representative
1 Year 9 Months- Provided remote customer support for FEMA, resolving customer inquiries while maintaining accuracy and professionalism.
- Assisted with claims processing, documentation, case information, and timely submission of required materials.
- Managed a high volume of customer interactions while using active listening, problem-solving, and clear communication.
- Handled customer concerns and escalations using de-escalation and resolution-focused communication.
- Worked independently in a remote environment while meeting service and productivity expectations.
Night Shift Communication Specialist
2 Years 6 Months- Conducted high-volume remote outbound communications with donors and prospective donors.
- Used client-approved scripts to provide accurate, consistent, and professional information.
- Maintained an engaging tone while actively listening and responding to questions and concerns.
- Demonstrated strong time management, computer skills, multitasking, and independent remote work.
Assistant Manager
3 Years 9 Months- Led and supported customer service staff to maintain performance and customer service standards.
- Supervised team operations and provided coaching and support to resolve customer service issues.
- Managed grievances and escalations involving customers and employees using professional conflict-resolution skills.
Education
Bachelor's - Business Administration
High School Diploma
Skills
Night Shift
Overnight Customer Service
Remote Customer Support
Inbound & Outbound Calls
High-Volume Calls
Call Center
Customer Care
De-escalation
Conflict Resolution
Active Listening
Issue Resolution
Escalation Management
Data Entry
Documentation
Claims Processing
Account Support
Ticket/Case Management
Email & Chat Support
Computer Proficiency
Microsoft Office
Google Workspace
Dual Monitors
Time Management
Independent Work
Reliability
Multitasking
WORK PREFERENCES
- Full-time remote
- Night shift / overnight
- Evening availability
- Customer service
- Call center
- Customer support
- Billing/support
- Scheduling/dispatch support
Timeline
Overnight Customer Service Representative
Maximus
08.2024 - 05.2026Read More
Night Shift Communication Specialist
MDS Communications
01.2022 - 07.2024Read More
Assistant Manager
iQor
03.2018 - 12.2021Read More
Wickenburg High School
High School Diploma
Read More
South Texas College
Bachelor's from Business Administration
Read More