Summary
Overview
Work History
Education
Skills
Timeline
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Shawnquize Shepard

Austin,TX

Summary

Personable and dedicated Individual with extensive customer service experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses

Overview

6
6
years of professional experience

Work History

City Ambassador

Apple One Media
Austin, TX
06.2021 - 01.2023
  • Conducted research and analysis of city ordinances, policies, and procedures.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Representative

Peak Holdings
Austin, TX
02.2019 - 06.2021
  • Developed, implemented, and maintained effective toll collection policies and procedures.
  • Maintained accurate records of all toll collections including cash, credit card, check payments.
  • Researched discrepancies in payment data and resolved accordingly.
  • Answered phone calls to assist customers with questions and orders.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items

Operations Customer Support Representative

Willis Towers Watson's One Exchange
Dallas, TX
08.2016 - 02.2019
  • Scheduled appointments for patients using the electronic health records system.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists., when necessary.

Education

High School Diploma -

John H Reagan High School
Austin, TX
06-2009

Skills

  • Customer Service-Oriented
  • Multitasking & Prioritizing
  • De-escalation Techniques
  • Data Entry and Database Software
  • Critical & Analytical Thinking
  • Computer & Software Skills
  • Research and Data Analysis
  • HIPAA Compliance
  • Efficient and Detail-Oriented
  • Performance Monitoring
  • Inbound & Outbound Calling
  • Adaptability & Flexibility
  • Alphanumeric Entry & Data Entry
  • HIPAA Compliance
  • Developing Client Trust
  • EMR Systems
  • Prosthetic Attachment and Removal
  • Client Records Management
  • Product and Service Knowledge
  • First-Tier Technical Support
  • Administrative and Office Support
  • Quality Assurance
  • Call Volume and Quality Metrics
  • Complex Product Knowledge
  • Training and Development
  • Call Volume Analysis
  • Call Center Operations
  • Typing 50 WPM
  • Business Development
  • Accounts Payable and Accounts Receivable
  • Operational Efficiency

Timeline

City Ambassador

Apple One Media
06.2021 - 01.2023

Customer Service Representative

Peak Holdings
02.2019 - 06.2021

Operations Customer Support Representative

Willis Towers Watson's One Exchange
08.2016 - 02.2019

High School Diploma -

John H Reagan High School

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Shawnquize Shepard