Khadijah Shepard

Dedicated Customer Service Representative with over 10 years of experience in enhancing customer interactions and team leadership. Proficient in using customer service software to track satisfaction metrics and managing staff training to ensure operational excellence.

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

• PROFESSIONAL SUMMARY
• Vroom/Texas Direct Auto - Customer Service Representative05/2021 -02/2024
• Macy's - Human Resources Specialist Houston, TX09/2017 -03/2021
• Specialized Billing & Collections System Of Texas - Customer Service Representative08/2014 -06/2017
• WORK HISTORY
• Utilized customer service software to manage interactions and track customer satisfaction.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Trained staff on operating procedures and company services.
• Cross-trained and provided backup support for organizational leadership.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Managed timely and effective replacement of damaged or missing products.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Developed and coordinated employee training programs to improve productivity and performance.
• Conducted workplace compliance training to reduce liability risks and operate effectively.
• Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
• Assisted with writing job postings and job descriptions for boards.
• Developed and implemented onboarding and orientation programs for new employees.
• Managed payroll processing and benefits to compensate employees for service rendered.
• Created and delivered HR training sessions to staff, managers and executives.
• Streamlined HR data systems, enhancing report accuracy and accessibility.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Processed customer order, quote and return transactions and offered additional products and services.
• Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests for products, services, and company information.
• Tracked customer service cases and updated service software with customer information.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.