Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Software
Interests
Golf, spendng time with family, reading
Timeline
Kendrick Sheppard

Kendrick Sheppard

IT support
Fort Smith,AR

Summary

Customer Manager offering a 2-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

7
7
years of professional experience
11
11
years of post-secondary education

Work History

Delivery Driver

Waitr
Fort Smith, AR
09.2020 - Current
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
  • Kept and studied detailed mileage and fuel reports to track overall fuel costs.
  • Verified daily deliveries against shipping instructions before delivering to customers.
  • Communicated customer complaints, requests and feedback to company management for swift resolution.
  • Maintained consistent on-time delivery record with 87% of orders arriving ahead of schedule

Material Handler Team Lead

Hytrol Conveyor Company
Fort Smith, AR
06.2021 - 01.2022
  • Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
  • Oversaw and motivated team of 5 employees in warehouse to increase efficiency by 23%.
  • Divided and categorized cargo received and redirected shipments in response to customer requests.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Conducted research, gathered information from multiple sources and presented results.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Within 6 months of working was recommended for management position for Hytrol Conveyor Company Inc.

Supervisor

Finish Line
Fort Smith, AR
11.2018 - 09.2020
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Interviewed, hired and trained new employees for production positions.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Performed annual evaluations and reviews for large staff of employees.
  • Streamlined operations of multiple lines of business within organization.
  • Tracked and prepared quarterly reports of sales goals to management.
  • Consistently met quarterly sales goals and increased customer retention rate year-over-year.
  • Audited and documented processes and procedures for new accounts department.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives

Customer Service Specialist

Best Buy
Fort Smith, AR
04.2018 - 07.2019
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Answered average of 20-50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.


  • Recorded product or service failure complaints and notified appropriate departments.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Customer Service Lead

Savers
Fort Smith, AR
12.2016 - 04.2018
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Park Services Associate

Parrot Island Waterpark
Fort Smith, AR
03.2016 - 09.2016
  • Maintained cleanliness of park public spaces such as visitors' center, restrooms and picnic areas by scheduling routine cleaning procedures.
  • Enforced laws and regulations within parks for campgrounds, trails, nature preserves and roadways.
  • Provided exemplary customer service by making patrons feel welcome, answering park questions and giving directions.
  • Utilized motorized equipment and vehicles to perform groundskeeping, lawn care and gardening.
  • Closely follows biohazard cleaning procedures to avoid bloodborne pathogen transmission when sanitizing public restrooms.
  • Reported safety, customer and staffing issues directly to supervision.
  • Interacted pleasantly with visitors and promoted park rules, regulations and safety measures to educate and inform.

General Labor

B and B warehouse
Fort Smith, AR
11.2015 - 03.2016
  • Load and unload glass bottles package and stock glasses as well
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
  • Loaded, unloaded and moved material to and from storage and production areas
  • Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval

Education

No Degree - Health And Wellness

University of Arkansas-Fort Smith, Fort Smith, AR
01.2016 - 05.2020

No Degree - Health And Wellness

Arkansas Tech University, Russellville, AR
08.2014 - 05.2018
  • Relevant Coursework Completed: CPR, Fitness.

High School Diploma -

Northside High School, Fort Smith, Arkansas, Fort Smith, AR
08.2011 - 05.2014
  • Member of National High School Scholars committee

Skills

    Knowledge of state roads and highways

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Additional Information

  • Willing to relocate to:, Authorized to work in the US for any employer

Accomplishments

Finish Line

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 10-15 staff members.
  • Resolved product issue through consumer testing.
  • Achieved 34% increase of sales for fiscal year of 2019 to 2020 through effectively helping with building relationships and informing customers and workers on products.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Documented and resolved loss and prevention data for store which led to less products not accounted for to increase amount of sales for the year

Best Buy

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction during peak time of holidays

Savers

Software

Microsoft Office

Excel

Word

Powerpoint

Spreadsheet

Outlook

Interests

Golf

Church

Reading

Cooking

Video Game streaming

Golf, spendng time with family, reading

Some of the hobbies that I partake and enjoy are, gardening, playing golf, Giving back to my community and volunteering my time to the boys home in my town, I have been actively reading when time allows and learning how to play the piano.

Timeline

Material Handler Team Lead - Hytrol Conveyor Company
06.2021 - 01.2022
Delivery Driver - Waitr
09.2020 - Current
Supervisor - Finish Line
11.2018 - 09.2020
Customer Service Specialist - Best Buy
04.2018 - 07.2019
Customer Service Lead - Savers
12.2016 - 04.2018
Park Services Associate - Parrot Island Waterpark
03.2016 - 09.2016
University of Arkansas-Fort Smith - No Degree, Health And Wellness
01.2016 - 05.2020
General Labor - B and B warehouse
11.2015 - 03.2016
Arkansas Tech University - No Degree, Health And Wellness
08.2014 - 05.2018
Northside High School, Fort Smith, Arkansas - High School Diploma,
08.2011 - 05.2014

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