JMIAH SHEPHERD
1888 Gammon Lane Orlando,FL
Summary
Detail-oriented recent college graduate with over 6+ years of work experience. Aiming to leverage academic experience and a proven knowledge of order processing, conflict resolution, and sales to successfully fill the Customer Service Representative role at your company. Frequently praised as efficient by my peers, I can be relied upon to help your company achieve its goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader/ Medical School Advisor
Ultimate Medical Academy
Tampa FL
10.2023 - 07.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
TECHNICAL SUPPORT/SALES REPRESENTATIVE
Asurion
FL
07.2019 - 04.2022
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Diagnosed and troubleshot hardware, software and network issues.
CUSTOMER SERVICE/CLAIMS REPRESENTATIVE
TTECH
Orlando, FL
11.2017 - 10.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Developed comprehensive claims database, enhancing accessibility of claimant information for faster decision making.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CUSTOMER SERVICE REPRESENTATIVE/RIDE OPERATIONS
Seaworld
Orlando, FL
01.2015 - 11.2016
- Trained new ride operators on safety procedures and ride operations.
- Improved guest experience by quickly addressing concerns and answering questions about ride operations.
- Collaborated with team members to ensure smooth transitions between shifts, maintaining consistent ride operations throughout the day.
- Provided exceptional customer service by engaging with park visitors and answering questions regarding ride operations.
- Enhanced guest satisfaction by ensuring efficient ride operations and addressing issues promptly.
- Monitored passengers and ride operations and enforced safety regulations.
- Participated in regular safety meetings to stay up-to-date on industry standards and best practices for ride operations.
- Communicated effectively with fellow team members to maintain efficient ride operations during peak hours.
- Monitored weather conditions closely, adjusting ride operations as necessary to ensure guest safety at all times.
Education
Certification Dental Assistant -
FLORIDA CAREER COLLEGE
Orlando, FL10.2019
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- Staff Training
- Documentation And Reporting
- Goal Setting
- Analytical Thinking
- Complex Problem-Solving
- Overseeing Daily Activities
- Conflict Resolution
- Safety
- Leading Team Meetings
- Coaching
- Shift Scheduling
- Cash counting
- Cash Handling
Certification
- Employee of the Month (May 2019)
- Top Sales Agent (January 2019)
Personal Information
Title: Customer Service Representative
Awards
- Dean's List
- Time Management
- Detail Oriented
- Sales/Marketing
- Microsoft Office
- 80 WPM
- Fast Learner
Timeline
Team Leader/ Medical School Advisor
Ultimate Medical Academy
10.2023 - 07.2024
TECHNICAL SUPPORT/SALES REPRESENTATIVE
Asurion
07.2019 - 04.2022
CUSTOMER SERVICE/CLAIMS REPRESENTATIVE
TTECH
11.2017 - 10.2019
CUSTOMER SERVICE REPRESENTATIVE/RIDE OPERATIONS
Seaworld
01.2015 - 11.2016
Certification Dental Assistant -
FLORIDA CAREER COLLEGE