DEJAH L. SHEPPARD
Hopkins,SC
Summary
Skillful Customer Service professional with 20+ years’ experience in a fast-paced call center environment. Possess excellent communication and interpersonal skills. Able to work independently while handling a variety of tasks simultaneously and efficiently. Experienced with billing procedures and data entry. Track record of maintaining organized records and supporting financial operations.
Overview
26
26
years of professional experience
Work History
Health Coach/Sales
Nava Health
Columbia, MD
05.2022 - Current
- Provide customer service to existing patients, scheduling, rescheduling, and cancelling appointments.
- Sell our services to First Time Callers and convert them into a membership plan.
- Complete Benefit verification and collect payments for packages, services and or products.
- Answer billing and insurance coverage related inquiries.
- Call Center/Remote
Various positions
CareOne LLC
Columbia, MD
07.2003 - 04.2022
- Lead Sales/Referrals- remote
- Cold-calling- made various outbound calls to seek potential prospects that could possibly benefit from a Debt Management Program or Debt Settlement Program.
- Handled inbound calls- educated prospects on various types of financial options suitable for their specific situation.
- Referred qualified prospects to licensed CCA’s for financial counseling.
- Internet Customer Care/Support- remote
- Responded to client emails and or chat communication with accuracy to resolve issues with one contact resolution.
- Provided troubleshooting tips for online inquiries regarding website navigation, modem connectivity/speed, page-loading delays, downloading programs and accessing attachments.
- Research/ Escalations and Retention- remote
- Researched client concerns and complex issues to provide resolutions and alternatives.
- Managed the primary work queue and follow up queue to ensure timely completion according to department metrics.
- Handled escalated client calls to resolve issues and or reinforce company polices.
- Retention- retained clients by re-selling the program and reminding them of the importance of moving forward to reach their financial goals.
- Customer Service Representative- remote
- Handled inbound calls; provided customer service and responded to all inquiries within established expediency and quality standards while providing complete, accurate and professional service.
- Identified opportunities to assist clients in finding products and services to improve their financial situation.
- Maintained productive time based on department metrics (idle, wrap, hold & average handle time) and Quality expectations.
- Call Center and Remote
Administrative Operations- (Dispatch & Customer Service)
Verizon Connected Solutions
Rosedale, MD
03.1999 - 03.2003
- Managed the Technician workload to ensure timely completion of work orders.
- Handled customer concerns and addressed inquiries.
- Produced and distributed daily reports by way of Crystal reports and Microsoft Excel.
- Sold Verizon Ready products and services with a goal of meeting monthly sales objective.
Education
High School Diploma - Certificate of Financial Studies
Lake Clifton Eastern Senior High School
01.1996
Skills
- Accuracy and precision
- Policy interpretation
- Data entry proficiency
- Critical evaluation
- Attention to detail
- Organizing and prioritizing work
Timeline
Health Coach/Sales
Nava Health
05.2022 - Current
Various positions
CareOne LLC
07.2003 - 04.2022
Administrative Operations- (Dispatch & Customer Service)
Verizon Connected Solutions
03.1999 - 03.2003
High School Diploma - Certificate of Financial Studies
Lake Clifton Eastern Senior High School