Kandis Shepard
Westbloomfield,MI
Summary
Customer service professional with strong background in addressing and resolving customer inquiries. Known for reliability and adaptability, consistently contributing to team success and achieving business goals. Skilled in troubleshooting, conflict resolution, and effective communication.
Overview
4
4
years of professional experience
Work History
Tier 2 Customer Service Representative
Foundever
04.2024 - 08.2025
- Utilized problem-solving skills to address customer complaints.
- Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Conducted follow-up calls to gauge satisfaction levels post-resolution, identifying areas for potential improvement moving forward.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
WFH Customer Service Tier 1 Agent
Concentrix
09.2022 - 01.2024
- Streamlined communication between customers and technical teams for timely issue resolution.
- Improved first-contact resolution rates through comprehensive troubleshooting and problem-solving abilities.
- Served as a subject matter expert within the team, providing guidance on best practices when needed.
- Ensured compliance with company guidelines by closely monitoring all agent-customer interactions.
- Maintained high-performance standards by consistently meeting or exceeding key performance metrics.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
WFH Ecommerce Representative
Walgreens
03.2021 - 05.2022
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with team members to achieve monthly sales targets.
Education
Associate of Science -
Oakland Community College
Bloomfield Hills, MI06-2014
Skills
- Salesforce proficiency
- Typing speed
- Data entry proficiency
- Technical troubleshooting
- Customer service expert
- Verbal and written communication
- Organizational skills
- Excellent communication
- Multitasking Abilities
- Adaptability and flexibility
- Attention to detail
- Customer service
- Hardware troubleshooting
- Issue escalation
Timeline
Tier 2 Customer Service Representative
Foundever
04.2024 - 08.2025
WFH Customer Service Tier 1 Agent
Concentrix
09.2022 - 01.2024
WFH Ecommerce Representative
Walgreens
03.2021 - 05.2022
Associate of Science -
Oakland Community College