Brandy Sheppard
Jacksonville,Florida
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Convey Services
08.2025 - 02.2026
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
Customer Service Representative
Solera
03.2023 - 07.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call flow while maintaining a positive customer experience.
- Assisted in training new staff on customer service protocols and systems.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Focus
02.2021 - 01.2023
- Coordinates plans, organizes, and monitors service attendances, support cases, guarantee matters and annual performance tests.
- Plan service engineer's attendance in accordance with calendar events.
- Provide customers with accurate quotations for service attendances.
- Collect and store all required documentation for service cases in Consilium CRM software and the local server.
- Ensure all necessary spare parts for the service attendance are allocated, handed to the attending engineer or packed and sent.
- Maintain, in a timely manner, company required CRM procedures for all service-related cases, NCRs, FAQs and any other methods as instructed.
- Assist in training co-workers and external customers as needed.
Customer Service Representative
Fanatics Call Center
06.2018 - 08.2019
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Listen to customers, understand their needs, and resolve customer issues.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable.
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
- Utilize systems and technology to complete account management tasks.
- Accurately document and process customer claims in appropriate systems.
- Follow all required scripts, policies, and procedures.
- Utilize knowledge base and training to accurately answer customer questions.
- Comply with requirements surrounding confidential information and personal information.
- Appropriately escalate customer issues with the managerial team.
- Ensure first call resolution through problems solving and effective call handling.
Education
High School - undefined
First Coast High School
Jacksonville, Florida01.2015
Skills
Managed routine office communications efficiently using Lotus Notes
Assisted with budget reconciliation tasks as a clerk, ensuring accuracy and compliance
Utilized Microsoft Office Suite to perform administrative duties
Maintained compensation and security protocols effectively
Handled account management responsibilities with attention to detail
Supported customer relations efforts to improve service quality
Contributed to sales activities through product knowledge application
Timeline
Customer Service Representative
Convey Services
08.2025 - 02.2026
Customer Service Representative
Solera
03.2023 - 07.2025
Customer Service Representative
Focus
02.2021 - 01.2023
Customer Service Representative
Fanatics Call Center
06.2018 - 08.2019
High School - undefined
First Coast High School