Aaron Shepherd
Dillsburg,PA
Summary
Experienced leader with outgoing, positive demeanor and proven skills in establishing rapport within team. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and solutions-oriented with a passion for enhancing customer experiences
Overview
13
13
years of professional experience
Work History
Supervisor, Customer Solutions Center
Ahold Delhaize USA
08.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed and implemented policies to enhance satisfaction.
- Managed a high volume of calls and email communications daily, maintaining composure under pressure while providing exceptional service.
Customer Service Supervisor
United Concordia Dental
09.2016 - 07.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved customer complaints while prioritizing customer satisfaction.
- Developed and implemented customer service policies and procedures.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Took ownership of customer issues and followed problems through to resolution.
- Implement processes to secure two multi-million-dollar government contracts, delivering efficiencies and cost savings
- Conducted analysis (regular and as needed) on call volume and staff data.
- Learn and test systems to provide feedback and changes to internal and third-party IT teams
- Provide technical assistance and training on Microsoft Apps and internal programs to teams.
Customer Service Lead
United Concordia Dental
11.2013 - 09.2016
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Customer Service Representative
United Concordia Dental
01.2011 - 11.2013
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Mortuary Science and Business
Northampton Area Community College
12.2008
Skills
- Staff Management and Development
- Training and mentoring
- Employee Motivation
- Relationship Building
- Project Management Experience
- Business Process Development
- Business Financial Acumen
- Customer Service
- Call center experience and operations
- Staffing Analysis
- Problem-solving abilities
- Analytical Thinking
References
Professional references available upon request
Timeline
Supervisor, Customer Solutions Center
Ahold Delhaize USA
08.2022 - Current
Customer Service Supervisor
United Concordia Dental
09.2016 - 07.2022
Customer Service Lead
United Concordia Dental
11.2013 - 09.2016
Customer Service Representative
United Concordia Dental
01.2011 - 11.2013
Bachelor of Science - Mortuary Science and Business
Northampton Area Community College
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