Deon Sheffield
Baden,PA
Summary
Proven leader and skilled communicator, adept in relationship building and escalation handling, significantly enhanced DirecTV subscriptions at Alorica through strategic incentive programs. Expert in member onboarding and customer support, consistently delivering solutions that drive satisfaction and retention. Demonstrates exceptional product sales acumen and a commitment to security and safety protocols.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Representative/Subject Matter Expert
Telus International
Pittsburgh, PA
08.2017 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered questions about benefits
- Completed enrollment in medical, dental, vision, and Flexible Spending accounts
- Documented and tracked customer account details using Ariel and Case Manager
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Answered member questions about products and services.
- Provided guidance to members on how best to use products or services offered by the organization.
- Monitored compliance with organizational security protocols when interacting with members.
- Updated system with order specifics and customer details, preferences, and billing information.
- Updated databases with new and modified customer data.
- Maintained accurate records of member interactions and transactions.
- Presented and explained services and products to meet member needs.
Team Lead
Alorica
West Mifflin, PA
08.2015 - 08.2016
- Directed strategic operations of team driving increased DirecTV subscriptions.
- Developed and implemented incentive bonus programs to drive performance.
- Performed thorough audits to detect fraudulent sales practices.
- Boosted revenue by leveraging expertise in products and services to meet client needs.
- Managed conflict resolution within the team to maintain a positive work environment.
- Motivated staff through positive reinforcement techniques.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Security Guard
UPMC
Allison Park, PA
03.2014 - 02.2015
- Monitored premises during overnight shifts at an independent living center.
- Coordinated first aid measures and alerted paramedics in medical critical situations.
- Monitored facility at regular intervals to ensure safety and detect suspicious actions.
- Monitored surveillance cameras diligently to maintain a secure environment.
- Handled urgent medical incidents and critical situations until professional responders were on site.
- Delivered medical aid to individuals in distress to prevent deterioration prior to the arrival of paramedics.
Rural Carrier Associate
United States Postal Service
Sewickley, PA
09.2013 - 12.2013
- Processed undeliverable mail by following established procedures.
- Facilitated sales of stamps and money orders on daily delivery routes.
- Ensured timely delivery of diverse mail on assigned routes.
- Organized mail into sequence for delivery along designated route.
- Secured receipts for registered and insured mail.
- Sorted mail for transportation to relay boxes along route.
Education
Associate of Science - Business Administration
Eastern Gateway Community College
Steubenville, OH06-2023
Bachelor of Science - Human Resources Management
Western Governors University
Salt Lake City, UTSkills
- Member correspondence
- Membership renewals
- Relationship building
- Banking
- Escalation handling
- Complaint handling
- Product sales
- Dispute resolution
- Member onboarding
- Healthcare
- Customer support
- Service upselling
- Call center experience
Certification
ServSafe, 05/01/15. Ensures that I have knowledge of food safety protocols
Timeline
Member Service Representative/Subject Matter Expert
Telus International
08.2017 - Current
Team Lead
Alorica
08.2015 - 08.2016
Security Guard
UPMC
03.2014 - 02.2015
Rural Carrier Associate
United States Postal Service
09.2013 - 12.2013
Associate of Science - Business Administration
Eastern Gateway Community College
Bachelor of Science - Human Resources Management
Western Governors University