Brittany C. Sheppard
Augusta,Ga
Summary
Risk analyst with experience in investigations, trend analysis, and contract review to support fair dispute resolution. Leverages Excel and CRM systems to document cases, analyze patterns, and guide decision-making. Maintains high accuracy through detailed case management and follow-through on complex issues.
Overview
22
22
years of professional experience
Work History
Risk Analyst
Walmart Home Office
Augusta, Ga
10.2020 - Current
- Analyzed financial information to forecast business, industry, and economic factors, guiding informed financial decisions.
- Performed statistical analyses to identify trends, variations, patterns and insights.
- Assessed products and processes for environmental and financial impacts, contributing to long-term profitability evaluations.
- Conducted thorough investigations into each case, gathering necessary evidence and information.
- Implemented continuous improvement initiatives based on feedback from peers, clients, and industry trends.
- Analyzed data from past resolutions to create comprehensive reports for senior leadership.
- Applied advanced negotiation skills to resolve conflicts between parties, fostering amicable outcomes.
- Assisted in development of new policies and procedures related to dispute resolution.
- Communicated effectively with customers through various channels, including phone, email, and live chat.
Customer Service Representative
Alorica
Augusta, Ga
03.2018 - 09.2020
- Resolved product or service issues by clarifying customer complaints and implementing effective solutions to enhance customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Supported customer needs through phone, email, and chat channels.
- Followed up on unresolved cases to keep customers informed of progress toward a solution.
- Executed outbound calls to follow up on previous purchases and provide tailored assistance to improve customer experience.
- Monitored social media platforms for customer feedback and engaged promptly to address concerns, fostering positive relationships.
- Calmly de-escalated customer complaints to ensure a positive resolution. with calm, professional communication.
- Offered personalized recommendations based on customer preferences or past purchase history.
- Maintained a high level of knowledge regarding current promotions, discounts, or special offers available.
- Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
Health Care Aide
Gregory Personal Care Home
Augusta, Ga
08.2014 - 03.2018
- Assisted with activities of daily living to improve patient quality of life.
- Facilitated safe patient transfers from beds to wheelchairs or walkers, ensuring comfort and minimizing risk of injury. from beds to wheelchairs or walkers, ensuring their safety and comfort.
- Monitored patient conditions and reported problems to nursing staff.
- Worked alongside registered nursing staff and followed care plans.
- Use initiative to respond quickly in emergency situations.
- Documented care actions, vitals, and orders in company software.
- Provided support and companionship through engaging conversation and recreational activities to enhance patient well-being.
- Encouraged patient independence while assisting with personal hygiene to foster dignity and self-sufficiency.
- Reported unusual behavior for improved care continuity.
Tier 2 Customer Service Representative
Sears Contract Sales
Augusta, Ga
06.2004 - 08.2014
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly.
- Processed order changes, cancellations, and account updates to ensure accurate and timely service delivery.
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
- Managed customer calls to ensure effective communication and resolution. using excellent communication skills and a decisive approach.
- Diagnosed and resolved technical hardware and software issues.
- Guided users through step-by-step solutions using predefined scripts and technical troubleshooting procedures to resolve issues effectively.
- Identified and resolved issues using software and hardware.
- Participated in training and workshops to enhance skills and acquire resourceful tools.
Education
High School - General Studies
George P. Butler High School
Augusta, Ga05-2004
Skills
- Risk management
- Risk assessment
- Fraud assessment
- Microsoft Excel proficiency
- Analytical thinking
- Attention to detail
- Effective communication skills
- Decision making
- Dispute resolution
- Negotiation skills
- Conflict resolution
- Effective communication skills
- Critical thinking
- Negotiation skills
- Fraud assessment
Language
English, Native
Timeline
Risk Analyst
Walmart Home Office
10.2020 - Current
Customer Service Representative
Alorica
03.2018 - 09.2020
Health Care Aide
Gregory Personal Care Home
08.2014 - 03.2018
Tier 2 Customer Service Representative
Sears Contract Sales
06.2004 - 08.2014
High School - General Studies
George P. Butler High School