Shanika Sheppard
Virginia Beach,Virginia
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
17
17
years of professional experience
Work History
Operations Coordinator
Children’s Hospital Of Kings Daughter’s
02.2016 - 05.2022
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Reduced incoming call response time by implementing an effective call routing system.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Customer Care Specialist
Crescent Bank
01.2015 - 05.2016
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely follow up.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
Collection Customer Service Representative
Portfolio Recovery/PRA
01.2012 - 01.2015
- Improved customer satisfaction by effectively addressing and resolving account issues in a timely manner.
- Reduced delinquency rates by proactively contacting customers with past-due accounts to discuss payment options.
- Built rapport with customers by demonstrating empathy and understanding of their financial situations while discussing debt resolution options.
- Collaborated closely with other departments to address account discrepancies and ensure efficient resolution for the customer.
Sales Associate Specialist
WALMART CORPORATION
01.2005 - 01.2012
- Increased sales revenue by building strong customer relationships and providing tailored product recommendations.
- Contributed to a positive work environment by collaborating with team members and offering support when needed.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
High School Diploma -
Maury High School
06.2004
Skills
- Personnel Resource Allocation
- Conflict Mediation
- Risk Management
- Customer Invoicing
- Scheduling Management
- Strategic Planning
- Multitasking
- Microsoft Office Proficiency
- Operations Management
- Customer Relationship Development
- Fair Debt Practices
- Account Management
Timeline
Operations Coordinator
Children’s Hospital Of Kings Daughter’s
02.2016 - 05.2022
Customer Care Specialist
Crescent Bank
01.2015 - 05.2016
Collection Customer Service Representative
Portfolio Recovery/PRA
01.2012 - 01.2015
Sales Associate Specialist
WALMART CORPORATION
01.2005 - 01.2012
High School Diploma -
Maury High School
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