Summary
Overview
Work History
Education
Skills
Additional Experience
Timeline
Generic

Deivion Sheppard

Houston,TX

Summary

Highly motivated Customer Support Specialist with 5+ years of experience across various industries, specializing in multi-channel customer interactions via phone, email, and live chat. Proven ability to engage customers through unscripted conversations, educate on complex topics, and provide technical troubleshooting. Proficient in CRM systems with a track record of delivering empathetic and detailed customer support, building long-term customer relationships, and collaborating with cross-functional teams to enhance service quality. Adept at working remotely and managing high call volumes while maintaining attention to detail and accuracy in documentation.

Overview

8
8
years of professional experience

Work History

Customer Service Agent

IDX
Houston, TX
09.2024 - Current
  • Delivered unscripted customer support via live chat, email, and phone, providing solutions to customers affected by data breaches.
  • Demonstrated exceptional empathy in high-pressure situations, ensuring customer satisfaction through clear and accurate communication.
  • Educated customers on data protection services, offering step-by-step support to navigate complex topics.
  • Efficiently logged and managed interactions using CRM software, ensuring all cases were documented with attention to detail.
  • Collaborated with internal teams to provide customer feedback, driving continuous improvement in service delivery.

Customer Service Representative

HSA Bank, a division of Webster Bank
Houston, TX
11.2022 - 07.2023
  • Handled over 100 customer interactions daily through phone, email, and live chat with a 95% first-call resolution rate.
  • Provided detailed product knowledge to customers, guiding them through self-service tools, and reducing repeat calls by 20%.
  • Worked remotely, demonstrating strong time management and self-direction in managing multiple tasks and channels.
  • Maintained accurate customer records and ensured compliance with security protocols, adhering to company policies.
  • Collaborated with cross-functional teams to resolve escalated issues, contributing to enhanced service quality.

Customer Service Representative

Advantage Resourcing
Houston , TX
02.2021 - 09.2022
  • Delivered personalized customer support and timely issue resolution, increasing customer retention by 20%.
  • Managed customer accounts, ensuring accuracy and prompt follow-up on claims and renewals, improving overall satisfaction.
  • Worked closely with internal and external teams to provide customer feedback and improve service efficiency.

Customer Service Representative

Kroger
Missouri City, TX
11.2018 - 01.2021
  • Managed 80+ customer interactions daily across multiple channels, achieving a 95% first-contact resolution rate.
  • Processed account payments and handled billing inquiries, creating customized solutions to improve customer retention by 15%.
  • Maintained a professional demeanor in high-pressure situations, improving customer satisfaction scores by 20%.

Team Leader

McDonald's
Sugar Land , TX
06.2016 - 11.2018
  • Supervised a team of 10-15 employees, ensuring smooth operations and exceptional customer service during peak hours.
  • Trained new hires, improving team efficiency by 20% and contributing to consistent achievement of performance goals.
  • Spearheaded the implementation of new customer service protocols, which led to a 10% improvement in customer feedback scores and streamlined service delivery, enhancing the overall customer experience.
  • Promoted a culture of collaboration and continuous improvement within the team, driving engagement and high morale, while consistently meeting key performance indicators (KPIs) and contributing to long-term business success.

Education

High School Diploma -

Thurgood Marshall High School
Missouri City, TX
06-2017

Skills

  • Multi-Channel Communication (Live Chat, Email, and Phone Support)
  • Customer Education and Support
  • CRM Systems and Documentation
  • Problem-Solving and Technical Troubleshooting
  • Empathy and active listening
  • Attention to Detail and Accuracy
  • Time Management and Adaptability
  • Remote Work Experience and Self-Management
  • Fluent in English, with Spanish proficiency preferred
  • Typing speed: 60 WPM

Additional Experience

  • Delivery Driver, Amazon, Houston, TX (Sep 2023 - May 2024)
  • Instacart Delivery Shopper, Houston, TX (May 2021 - Mar 2023)

Timeline

Customer Service Agent

IDX
09.2024 - Current

Customer Service Representative

HSA Bank, a division of Webster Bank
11.2022 - 07.2023

Customer Service Representative

Advantage Resourcing
02.2021 - 09.2022

Customer Service Representative

Kroger
11.2018 - 01.2021

Team Leader

McDonald's
06.2016 - 11.2018

High School Diploma -

Thurgood Marshall High School

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Deivion Sheppard