SHANAE WILLIAMS
Lake Worth
Summary
Hardworking and knowledgeable professional well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Sutherland (ZAPPOS)
Manchester
07.2023 - 07.2025
- Answered incoming calls promptly and professionally within company standards.
- Attended training sessions regularly to stay current on new products or services.
- Mentored junior team members and managed employee relationships.
- Answering questions about product and services.
- Collaborated with team members to enhance customer service strategies. Answered incoming calls promptly and professionally within company standards.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Assistant Caregiver
New Vision Children’s Home
Manchester
01.2021 - 08.2021
- Teaching at grade (1-5) level, which included online classes assistance and individual reading interventions.
- Assisted children with daily living activities and personal care needs.
- Facilitated recreational activities to promote social interaction and engagement.
- Provided companionship to clients by engaging in conversation and playing games.
- Facilitated group therapy sessions to encourage peer support and discussion.
- Organized and led engaging educational activities and play sessions.
Customer Service Representative/Online Shopper
King Kullen super market
Southampton
05.2019 - 09.2019
- Put products in correct temperature areas, follow special requests for each customer, providing order information for customers and floor assistance.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with team members to improve service delivery.
- Developed strong customer relationships to encourage repeat business.
Social Work (Internship)
Percy Junor Hospital
Spalding
04.2018 - 05.2019
- Assisted in grief counseling, helped clients understand and deal with patient conditions, using counselling.
- Kept clients on-track with treatment and care plans and continuously monitored and evaluated success.
- Presentations to different public places e.g. Schools and workplaces, going on ward to write up intake forms, assess and refer different clients to services.
- Participated in home visits and outreach activities.
- Engaged with patients to address concerns and provide information about services.
- Provided emotional support and crisis intervention for clients in distress.
- Supported social worker with client case management services.
Education
Bachelor’s Degree - Social Work
Knox Community College
01.2021
Associate Degree - Social Work
Knox Community College
01.2018
High School Diploma -
Spalding High school
06-2013
Skills
- Conflict Resolution
- Grief Management
- Academic & Career counselling
- Emotional Intelligence
- Decision making
- Confidentiality
- Critical thinking
- Proficient in Microsoft words
- Good research skills
- Organized
- Ability to work independently
- Empathetic
- Communication
- Team collaboration
- Typing speed
- De-escalation techniques
- Language proficiency
Volunteer Experience
- N.C.D.A (National Council on Drug Abuse), Trained Volunteer, 2019
- St. Elizabeth Infirmary (outreach), 2019
- Bohemia All Age School, Assistant Teacher Grade (2), 2016
- Better Foundation Jamaica (non-profit organization), Volunteer
Timeline
Customer Service Agent
Sutherland (ZAPPOS)
07.2023 - 07.2025
Assistant Caregiver
New Vision Children’s Home
01.2021 - 08.2021
Customer Service Representative/Online Shopper
King Kullen super market
05.2019 - 09.2019
Social Work (Internship)
Percy Junor Hospital
04.2018 - 05.2019
Bachelor’s Degree - Social Work
Knox Community College
Associate Degree - Social Work
Knox Community College
High School Diploma -
Spalding High school