Open to opportunities

Shamyia Williamson

@shamyiawilliamson

Message

Escalation leader restoring trust through cross-functional resolution and process improvement.

United States

Message

What I'm looking for

I seek a role where I can lead high-stakes escalations, drive cross-functional improvements, mentor teams, and influence policy and system changes to improve customer outcomes and compliance.

I am a dynamic escalation leader with 15+ years managing high-risk customer scenarios, restoring trust, and driving cross-functional resolution across operations, product, leadership, and compliance teams. I specialize in sensitive data handling, regulatory environments, vendor and policy governance, and building repeatable frameworks that prevent recurrence.

I have a proven record of improving client satisfaction, reducing cycle times, and coaching teams through critical escalations while delivering executive-level communications and root-cause analysis. I leverage Salesforce, CRM platforms, and escalation workflows to deliver measurable improvements in first-call resolution, onboarding efficiency, and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

De-Escalation Manager

Current

Shellpoint Mortgage Servicing

Nov 2024 - Present (1 year)

Own end-to-end critical escalations for high-risk mortgage customer cases, restoring confidence through structured resolution plans and reducing repeat interactions; delivered executive-level communications and root-cause driven mitigation for leadership and regulatory review.

Escalation Management Root Cause Analysis Executive Communication Salesforce CRM Risk Mitigation Regulatory Compliance

Contract Specialist

Financial Independence Group

Nov 2020 - Mar 2023 (2 years 4 months)

Managed onboarding and support lifecycle for high-value annuity, life, and LTC contracts, improving onboarding cycle times and CRM data integrity while ensuring compliance with carriers and regulatory requirements.

Contract Management Onboarding & Compliance Data Management Process Optimization Case Management

Customer Service Lead

Public Works Commission

Aug 2016 - Aug 2019 (3 years)

Led escalation resolution for high-stakes utility account disputes and partnered with IT/PMO on IVR and CRM enhancements, reducing repeat service issues through UAT, documentation, and targeted training.

IVR CRM Testing UAT Process Improvement Vendor Management & Compliance Training Customer Experience

Assistant Manager

AT&T Mobility

Sep 2009 - Jul 2016 (6 years 10 months)

Led a 16-member high-volume team to top regional performance, de-escalated complex service issues to protect revenue and satisfaction, and implemented call monitoring and coaching that reduced complaints.

Team Leadership Coaching Performance Analysis Customer Retention Operational Excellence