APRIL SHEPPARD
Richmond,US
Summary
Experienced Banking and Customer Service professional with two decades dedicated to optimizing customer experiences. Strong teamwork skills contribute to achieving company goals and enhancing service delivery. Track record of consistently surpassing customer satisfaction benchmarks.
Overview
19
19
years of professional experience
Work History
Associate Complex Banker and Customer Service Spec
Wells Fargo
04.2013 - 08.2025
- Ensured 100% satisfaction by managing escalations for VIP clients effectively.
- Advised clients on hardware procurement to meet diverse business needs.
- Enhanced support processes, significantly improving overall user experiences.
- Provided specialized support for digital wallet technologies and services.
- Worked closely with customers using Quicken and QuickBooks for seamless assistance.
- Acted as a data privacy specialist, protecting client information rigorously.
- Handled unclaimed property issues, maintaining compliance with regulations.
- Managed escalations for VIP clients to guarantee timely resolutions.
T-Mobile Call Center Representative
T-Mobile
04.2006 - 04.2013
- Achieved excellence in customer surveys through the resolution of complex technical issues.
- Improved communication processes and call quality, resulting in higher customer satisfaction ratings.
- Demonstrated empathy on every call while providing efficient solutions to customers.
- Trained new call center staff on effective communication strategies and issue resolution techniques.
- Resolved billing issues swiftly during account renewal calls to enhance customer experience.
- Optimized call scripts for clarity and effectiveness in addressing customer inquiries.
- Built strong rapport with customers, successfully de-escalating high-stress situations.
- Boosted team morale by promoting a positive work culture focused on collaboration.
- Improved customer communication process.
Education
No Degree - Creative Writing
Southern New Hampshire University
Manchester, NHHigh School Diploma -
King William High School
King William, VASkills
- Call resolution expertise
- Customer satisfaction
- Empathetic client service
- Client engagement
- Technical support administration
Accomplishments
I am a published author and poet with six published novels.
Timeline
Associate Complex Banker and Customer Service Spec
Wells Fargo
04.2013 - 08.2025
T-Mobile Call Center Representative
T-Mobile
04.2006 - 04.2013
No Degree - Creative Writing
Southern New Hampshire University
High School Diploma -
King William High School
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