Denisha Sheppard
Portland
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Product Specialist
AAA The Auto Club Group
03.2024 - Current
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Remote Customer Advocate II
AAA The Auto Club Group
05.2021 - 03.2024
- Utilized diverse systems for data entry, ensuring precise and efficient processing
- Managed projects from a remote location.
- Managed challenging customer interactions with poise and expertise, consistently achieving first-call resolution metrics
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Facilitated smooth dispatcher transitions to maintain efficiency.
Lead Donor Support Technician
Michigan Blood
04.2018 - 11.2019
- Facilitated smooth operation of blood collections by ensuring precise completion of pre-drive activities.
- Oversaw donor flow, optimizing blood drive efficiency.
- Managed phlebotomy team, ensuring compliance with high-quality assurance measures.
- Utilized survey data to elevate the quality of future events.
- Ensured safe storage and transport of collected blood through collaboration with healthcare providers.
Product Specialist
Conduent Florida Department of Transportation
08.2016 - 01.2018
- Facilitated communication with DMV, resolving registration issues promptly.
- Investigated unpaid toll charges leading to resolution of vehicle hold concerns.
- Enhanced client satisfaction through outstanding product assistance.
- Assisted with demonstrations for Product or Service to showcase functionality.
- Aided with in-depth understanding of product features during sales presentations.
- Enhanced product features from customer input, significantly boosting user engagement.
Education
Certification - Medical
Ross Medical Education Center
Grand Rapids, MI05.2017
Skills
- Customer service
- Data entry
- Dispatch software
- Schedule management
- Maintaining call metrics
- Prioritizing calls
- Quick decision making
- Motivational skills
Certification
- CNA October2023 to October2027
- CDL October2023 to October2027
Timeline
Remote Product Specialist
AAA The Auto Club Group
03.2024 - Current
Remote Customer Advocate II
AAA The Auto Club Group
05.2021 - 03.2024
Lead Donor Support Technician
Michigan Blood
04.2018 - 11.2019
Product Specialist
Conduent Florida Department of Transportation
08.2016 - 01.2018
- CNA October2023 to October2027
- CDL October2023 to October2027
Certification - Medical
Ross Medical Education Center