Summary
Overview
Work History
Education
Skills
Timeline
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Keiarra Sheppard

Shreveport,LA

Summary

Dynamic customer service representative with extensive call center experience at HGS LLC, adept at conflict resolution and complaint handling. Proven ability to enhance customer satisfaction through effective communication and empathy. Proficient in CRM software and Microsoft Excel, consistently delivering exceptional service in fast-paced environments.

Overview

7
7
years of professional experience

Work History

CSR

ITCON
11.2024 - 06.2025
  • Assisted customers with inquiries and product information.
  • Resolved customer complaints efficiently to enhance satisfaction.
  • Assisted Survivors with all inquiries they had about their appilication.
  • Maintained knowledge of products and services to provide informed support.

CSR

HGS LLC
08.2022 - 06.2025
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Documented customer interactions for accurate record-keeping and follow-up.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.

CSR

Navient
06.2021 - 12.2024
  • Adapted quickly to changing priorities in a fast-paced environment.
  • Answered constant flow of customer calls with minimal wait times.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Helped customers with their unemployment questions and concerns.
  • Reviewed payment details.

CSR

Teleperformance
05.2018 - 09.2018
  • Collaborated with team members to improve service delivery.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Assisted customers with issuing new debit cards, cancelling debit cards and activating debit cards.

Education

HS Diploma

Fair Park High School
Shreveport, LA
05.2017

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Professional telephone demeanor
  • Conflict resolution
  • Computer proficiency
  • Microsoft Excel

Timeline

CSR

ITCON
11.2024 - 06.2025

CSR

HGS LLC
08.2022 - 06.2025

CSR

Navient
06.2021 - 12.2024

CSR

Teleperformance
05.2018 - 09.2018

HS Diploma

Fair Park High School

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Keiarra Sheppard