Open to opportunities

Lakesha Williams

@lakeshawilliams

Message

I lead high-volume customer support operations, teams, escalations, and service improvement.

United States

Message

What I'm looking for

I'm looking to lead customer support or operations teams where I can improve service delivery, coach employees, resolve escalations, monitor performance, and strengthen workflows in a high-volume remote environment.

At UnitedHealth Group / Optum, I manage high-volume remote operational workflows while consistently achieving 160–200% productivity and maintaining quality and accuracy standards.

I coordinate scheduling, customer and provider communications, documentation, and service requests across teams. I also support onboarding, training, workflow improvement, and resolution of service issues with internal and external stakeholders.

Previously at AAA Texas, I led, coached, and supported a team of 15+ customer service representatives. I monitored productivity, service levels, response times, and quality while serving as an escalation point for complex customer concerns.

My background also includes administrative operations at Parkland Hospital and the Texas Department of Family & Protective Services, where I managed scheduling, records, reporting, and cross-functional coordination in deadline-driven environments.

Experience

Work history, roles, and key accomplishments

Current

Central Support Operations Coordinator

Current

UnitedHealth Group / Optum

May 2023 - Present (3 years 4 months)

Manage high-volume operational workflows, achieving productivity levels of 160–200% while maintaining quality and accuracy standards. Coordinate scheduling, communications, documentation, and service requests across multiple teams.

Customer Support Operations Coordination Scheduling Documentation Process Improvement Cross Functional Collaboration Excel Microsoft Word Outlook Microsoft Teams SharePoint Google Workspace CRM Systems

Radiology Administrative Assistant

Parkland Hospital

Managed high-volume scheduling, registration, telephone communication, and administrative support. Assisted customers with appointments, questions, documentation, and service coordination.

Scheduling Registration Customer Service Documentation Administrative Support Excel Microsoft Word Outlook Microsoft Teams SharePoint Google Workspace CRM Systems

Customer Service Team Lead

AAA Texas

Led, coached, and supported a team of 15+ customer service representatives in a fast-paced environment. Monitored productivity, service levels, and quality standards while serving as an escalation point for complex customer concerns.

Team Leadership Coaching Escalation Management Performance Monitoring Quality Assurance Workforce Scheduling Training Onboarding Process Improvement Customer Service Excel Microsoft Word Outlook Microsoft Teams SharePoint Google Workspace CRM Systems

NOMNC Pilot Program Coordinator

UnitedHealth Group / Optum

Coordinated a specialized operational program requiring accurate tracking, timely customer communication, documentation, and follow-up. Served as a point of coordination between customers, providers, facilities, and internal teams.

Program Coordination Trackings Client Communication Documentation Follow up Cross Functional Collaboration Excel Microsoft Word Outlook Microsoft Teams SharePoint Google Workspace CRM Systems

Unit Administrator

Texas Department of Family & Protective Services

Provided administrative and operational support to leadership and a team of professionals. Coordinated calendars, schedules, meetings, reports, correspondence, and documentation.