Colan Sheppard
Detroit
Summary
Compassionate professional with strong customer service skills. Experienced in enhancing client satisfaction through effective communication and prompt issue resolution.
Overview
13
13
years of professional experience
Work History
Client Service Representative
MCHS
Redford, MI
11.2023 - Current
- Facilitated effective communication between clients and service teams to enhance satisfaction.
- Resolved client inquiries and issues promptly, ensuring timely follow-up and resolution.
- Managed client accounts using CRM software, maintaining accurate records and documentation.
- Trained new team members on customer service protocols and company policies.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Client Service Representative
State of Michigan Department of Human Services
Detroit, MI
06.2017 - 11.2023
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Behavior Interventionist
Beacon Elementary School
Harper Woods, MI
09.2013 - 06.2016
- Developed and implemented individualized behavior intervention plans for diverse student needs.
- Collaborated with teachers and staff to create supportive classroom environments.
- Assessed student progress regularly to adjust interventions as necessary.
- Facilitated communication between students, parents, and educators regarding behavioral expectations.
- Utilized data-driven approaches to track behavioral improvements and outcomes effectively.
- Maintained records of ongoing assessments and documentation of updates.
- Promoted positive behavior change through consistent reinforcement and appropriate consequences.
Education
Bachelor of Science - Social Work
Madonna University
Livonia, NY12-2012
Skills
- Compassionate
- Efficient under pressure
- Attention to detail
- Multidisciplinary team collaboration
- Cooperative
- Analytical thinking
- Client documentation
- Customer service
Timeline
Client Service Representative
MCHS
11.2023 - Current
Client Service Representative
State of Michigan Department of Human Services
06.2017 - 11.2023
Behavior Interventionist
Beacon Elementary School
09.2013 - 06.2016
Bachelor of Science - Social Work
Madonna University