Wilnesha Shine
Fort Lauderdale,FL
Summary
Dedicated Case Management Professional with expertise in staff supervision and program compliance. Enhanced service quality and maintained accurate documentation while fostering strong customer relationships. Focused on team success and organizational objectives through effective communication and proactive problem-solving.
Overview
1
1
Language
1
1
Certification
7
7
years of professional experience
Work History
Economic Self Sufficiency Supervisor
Department Of Children and Families, State of Florida
Fort Lauderdale, Florida
02.2026 - Current
- Supervised staff in daily operations within department of children and families.
- Coordinated case management activities, ensuring compliance with state regulations and enhancing service quality.
- Monitored program implementation to uphold quality service delivery standards.
- Facilitated resolution of conflicts between team members and clients to enhance collaboration. among team members and clients effectively.
- Facilitated training sessions for new employees on policies and procedures, improving onboarding experience and team readiness.
- Conducted monthly team meetings to communicate program updates and address staff concerns, fostering team collaboration and alignment.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Reviewed documentation for accuracy before submission to relevant authorities.
- Participated in the interview and selection process for prospective new hires, helping identify qualified candidates to meet program staffing needs.
- Reviewed and validated employee timesheets for accuracy and compliance, approving submissions or returning them for necessary corrections.
- Attended monthly supervisor meetings with the Program Office to strengthen communication, collaboration, and alignment with program goals and expectations.
- Developed and updated Excel spreadsheets to efficiently organize daily work assignments and track staff workload. to organize daily work assignments, track workload, and support efficient staff coordination.
- Proficient in Microsoft Word, Excel, and other computer-based systems used to support daily program operations and administrative responsibilities.
- Utilized multiple systems and software platforms to manage information, maintain accurate records, and complete daily assignments efficiently.
Customer Service Representative
Uhaul Moving And Storage
Miami, FL
06.2021 - Current
- Resolved customer complaints using effective communication to enhance satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with rental inquiries and service issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided product knowledge to enhance customer experiences.
- Built strong customer relationships through personalized assistance to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Ensured high customer satisfaction by addressing issues with knowledgeable, friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Trained new staff on customer service protocols and systems.
- Managed inventory levels for moving supplies and equipment.
- Performed data entry tasks accurately using company software.
- Updated databases with new and modified customer data.
- Collaborated with team members to streamline operations daily.
- Maintained cleanliness and organization of the rental facility.
- Processed rental agreements and payments efficiently.
Eligibility Specialist II
Department Of Children and Families, State of Florida
Fort Lauderdale, Florida
08.2025 - 02.2026
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Assessed client eligibility for various state assistance programs.
- Explained program requirements and benefits to clients in clear terms.
- Reviewed and verified documentation submitted by applicants for accuracy.
- Analyzed applicants' financial information to verify income levels and ensure compliance with eligibility criteria.
- Utilized state systems to track application status and updates efficiently.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Trained new staff on eligibility determination procedures and best practices.
- Performed accurate and timely data entry while maintaining confidentiality and attention to detail.
- Collaborated with team members to enhance efficiency of application processes.
- Demonstrated strong time-management, organization, and communication skills while working independently in a remote setting.
- Provided professional customer service, information, and assistance while maintaining confidentiality and accuracy.
- Served as an ESS II Senior in the DCF lobby, assisting with daily operations and supporting customers with program-related needs.
- Coordinated daily work assignments and data entry while utilizing multiple computer systems to maintain organized lobby operations.
Eligibility Specialist
Department Of Children and Families, State of Florida
Fort Lauderdale, Florida
10.2023 - 08.2025
- Evaluated client eligibility for state assistance programs and services.
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
- Conducted interviews to thoroughly gather information and assess applicant eligibility.
- Processed applications and documentation to ensure timely benefits determination for clients.
- Analyzed financial information provided by applicants to verify income levels.
- Provided guidance on program requirements and application procedures.
- Provided guidance on how to apply for benefits and answered questions related to the process.
- Explained application denial reasons and provided actionable recommendations for next steps.
- Collaborated with team members to resolve client issues and inquiries.
- Maintained accurate case records in the electronic management system.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Worked remotely as an Eligibility Specialist for over one year, independently managing daily workload while meeting productivity, accuracy, and deadline requirements.
Rental Agent
Braman BMW Miami
Miami, Florida
06.2023 - 10.2023
- Assisted customers in selecting optimal vehicles tailored to their specific needs, enhancing overall rental experience.
- Provided excellent customer service by addressing inquiries and resolving issues.
- Resolved customer complaints in a professional manner while adhering to company guidelines.
- Processed rental agreements and ensured accuracy of documentation.
- Explained policies and reviewed documentation to secure necessary signatures for rental agreements.
- Completed paperwork associated with each transaction accurately and efficiently.
- Collected and recorded rental payments and late fees, ensuring accurate entry into financial reports for forecasting and budgeting.
- Collected payment by processing credit card transactions.
- Coordinated vehicle preparation and maintenance with service department.
- Monitored fuel levels in vehicles before and after each rental period.
- Handled vehicle exchange requests efficiently in the computer system. in computer system.
- Prepared sales contracts, researched customer needs, and promoted various products and services.
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
- Coordinated shuttle services by communicating with drivers.
- Prepared and submitted reports to supervisor.
- Maintained knowledge of current promotions and discounts offered by the company.
Warehouse Associate
Amazon
Opa-locka, Florida
11.2019 - 04.2021
- Loaded and unloaded delivery trucks efficiently to maintain workflow.
- Conducted regular inspections of equipment to ensure operational safety.
- Collaborated with team members to optimize storage space and organization.
- Prepared orders for shipment by packing products accurately and securely.
- Maintained cleanliness and organization of work areas in compliance with standards.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Communicated effectively with team members on matters related to work assignments.
- Used pallet jacks to move items to and from warehouse locations.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Labeled containers correctly for product identification purposes.
- Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Staged and sorted multiple types of products for loading.
Education
High School Diploma -
Miami Northwestern Senior High School
Miami, FL06-2017
Some College (No Degree) - Criminal Justice
Miami Dade College
Miami, FLSkills
- Case management
- Program compliance
- Data analysis
- Documentation accuracy
- Documentation and reporting
- Customer relationship management
- Customer service
- Staff supervision
- Staff management
- Employee development
- Staff training
- Performance management
- Policy enforcement
- Time management abilities
- Quality control
- Decision-making
- Attention to detail
- Effective communication
- Public speaking
- Reliability
- Goal-oriented
- Payroll processing
- Positive attitude
Certification
- Florida Integrated Pre-Service Training
Accomplishments
- Peace Ambassador Award
Languages
English
Full Professional
Timeline
Economic Self Sufficiency Supervisor
Department Of Children and Families, State of Florida
02.2026 - Current
Eligibility Specialist II
Department Of Children and Families, State of Florida
08.2025 - 02.2026
Eligibility Specialist
Department Of Children and Families, State of Florida
10.2023 - 08.2025
Rental Agent
Braman BMW Miami
06.2023 - 10.2023
Customer Service Representative
Uhaul Moving And Storage
06.2021 - Current
Warehouse Associate
Amazon
11.2019 - 04.2021
High School Diploma -
Miami Northwestern Senior High School
Some College (No Degree) - Criminal Justice
Miami Dade College