Angela Shepard
Arvada,CO
Summary
Hardworking and passionate Customer Service professional with 15 years in a demanding call center environment. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Patient and empathetic with extensive background in conflict resolution, oral and written communication, active listening and analytical problem solving. Type 65 WPM
Overview
17
17
years of professional experience
Work History
Customer Success Repr
PSA Security Network
02.2023 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls/emails with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
Independent Cosmetologist/Barber
Floyd's Barbershop/Sola Salon
07.2018 - 11.2022
- Scheduled customer appointments and rearranged individual time slots to meet demand
- Market my skills and work on customer engagement to build a cliental
- Provide customers with beauty services, such as shampooing, cutting, coloring, styling, and specialized services
- Stocking and researching best products to use as well as inventory to sale to individuals
- Maintaining a safe, clean and sanitary salon environment to pass board laws
- Maintaining books for accounting purposes
- Providing superb customer service at all times
Marketing Account Executive
Vivax Pros
07.2017 - 06.2018
- Continually maintained and improved company's reputation and positive image in markets served.
- Outbound calling to set estimate appointments, succeeded expected quotas
- Built and strengthened relationships with customers and the field of techs
- Established, initiated and optimized business development strategies based on company targets,
- Enhanced profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.
- Trained other representatives on communication strategies to improve their own self goals
Acct Service Specialist/Customer Service Representative
Nordstrom Credit
02.2013 - 06.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Conversed with customers, management and support team to better understand customer needs and recommend appropriate solutions.
- Work in multiple programs such as Evolve, Zoot, Sales Transactions. Also locate information in company
- Quickbook to follow all procedures correctly
- Multi-task in assisting with training and multiple other projects
- Inbound and outbound collections
Lead Escalation Specialist/ Floor Supervisor
At&T Convergys
09.2010 - 02.2013
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Take supervisor calls and de-escalate and find resolution to all complaints
- Walk the floor and educate reps on products and system navigation
- Participate in advanced training and relay the lessons
- Keep records of customer interactions or transactions, recoding details of inquiries, complaints or comments as well as actions taken
- Multiple systems such as CRM, CCTP, BOSS and CPSOS
Data Entry Operator
Sourcecorp
04.2007 - 07.2010
- Completed data entry tasks with accuracy and efficiency.
- Resolved garbled data entry errors on medical forms
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Verified data files prior to entry to maintain high data accuracy.
- HIPPA training
Education
Associate of Arts - Cosmetology
Xenon International Beauty Academy
Aurora, CO04.2010
High School Diploma -
Widefield High School
Colorado Springs, CO05.2002
Skills
- Creative problem solver
- Exceptional communication skills
- Quick learner
- Strong client relations
- Training development aptitude
- Excellent attention to detail
- Type 70wpm
- Voice and tone trained
- De-escalation training
- Proficient in multiple call center programs
Timeline
Customer Success Repr
PSA Security Network
02.2023 - Current
Independent Cosmetologist/Barber
Floyd's Barbershop/Sola Salon
07.2018 - 11.2022
Marketing Account Executive
Vivax Pros
07.2017 - 06.2018
Acct Service Specialist/Customer Service Representative
Nordstrom Credit
02.2013 - 06.2017
Lead Escalation Specialist/ Floor Supervisor
At&T Convergys
09.2010 - 02.2013
Data Entry Operator
Sourcecorp
04.2007 - 07.2010
Associate of Arts - Cosmetology
Xenon International Beauty Academy
High School Diploma -
Widefield High School
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