Salvele' Sheppheard
Denver,CO
Summary
Well rounded, dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
HR Manager
Jcpennys
04.2017 - 11.2019
- Oversee and manage talent acquisition, employee relations, performance management, compensation and benefits, training and development, and compliance.
- Foster a positive and inclusive work environment by addressing employee concerns, complaints, and grievances promptly and professionally.
- Promote employee engagement and satisfaction through various initiatives, such as recognition programs, team-building activities, and employee surveys.
- Develop and implement effective recruiting strategies to attract top talent and fill open positions within the store.
- Conduct performance reviews and provide constructive feedback to employees, identifying training and development needs and implementing appropriate plans.
- Develop and deliver comprehensive training programs to enhance employee skills, knowledge, and performance, contributing to overall team effectiveness.
- Investigate and resolve workplace disputes in a fair and impartial manner, maintaining a positive and productive work environment.
- Identify opportunities for process improvement within the HR department, implementing changes to increase efficiency and effectiveness.
- Serve as a point of contact for employees regarding HR policies, procedures, and benefits, providing clear and timely information.
Lead Front Office Assistant
MedExpress Urgent Care
12.2016 - 06.2018
- Patient Registration: Registered new patients, verified insurance eligibility, and collected payments using various software systems.
- Patient Information Management: Collected and verified patient demographics, processed payments, posted patient balances, and completed phone sheets.
- Front Desk Operations: Answered multiple phone lines, filed, faxed, scanned documentation, and completed daily patient callbacks.
- Patient Discharge: Discharged patients and provided necessary information.
- Office Support: Assisted office and clinical staff with various tasks.
- Office Closing Procedures: Closed the office, completed end-of-day tracking, and ensured the office was secure.
- Team Leadership: Provided guidance and support to front desk staff, ensuring efficient operations and exceptional patient service.
- Customer Service: Maintained a high level of customer service, addressing patient inquiries and concerns in a professional and timely manner.
- Software Proficiency: Demonstrated proficiency in using various software systems for patient registration, insurance verification, and payment processing.
- Organizational Skills: Effectively managed multiple tasks, prioritized workload, and maintained a well-organized workspace.
Senior Account Manager
US Bank
08.2014 - 04.2017
- Customer Relationship Management: Build and maintain strong relationships with customers, providing exceptional service and support.
- Account Management: Manage and service customer accounts, including opening and closing accounts, making changes to account information, and resolving account inquiries.
- Product Sales: Promote and sell a variety of US Bank products and services, including checking and savings accounts, credit cards, loans, and investment products.
- Problem Resolution: Identify and resolve customer issues and complaints in a timely and effective manner.
- Cross-Selling: Identify opportunities to cross-sell additional products and services to existing customers, increasing customer satisfaction and revenue.
- Compliance: Ensure compliance with all applicable regulations and bank policies.
- Training and Development: Participate in ongoing training and development to stay updated on new products, services, and industry trends.
- Teamwork: Collaborate with other team members to achieve department goals and provide excellent customer service.
- Team Leadership: Lead and mentor a team of account managers, providing guidance, training, and support.
- Complex Problem Resolution: Handle complex customer issues and complaints, requiring in-depth knowledge of bank products and services.
- Advanced Product Sales: Promote and sell a wide range of US Bank products and services, including more complex financial products.
- Customer Retention: Develop and implement strategies to retain high-value customers and reduce customer attrition.
- Performance Management: Monitor team performance, provide feedback, and address performance issues.
- Process Improvement: Identify opportunities to improve processes and increase efficiency within the call center.
- Customer Satisfaction: Drive customer satisfaction by ensuring that the team delivers exceptional service and support.
- Training and Development: Develop and deliver training programs to enhance the skills and knowledge of team members.
- Performance Reviews: Conduct performance reviews and provide feedback to team members.
- Project Management: Lead or participate in special projects to improve customer service or operational efficiency.
- Relationship Management: Build and maintain relationships with key stakeholders within the bank.
Driver Support Manager
Uber
11.2015 - 01.2017
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Lead and manage a team of driver support agents, ensuring they are well-trained and equipped to handle driver inquiries and issues.
- Develop and implement performance metrics and standards for the team.
- Provide coaching and feedback to team members to improve their performance.
- Address performance issues in a timely and effective manner.
- Oversee and manage the driver support process, ensuring that drivers receive timely and accurate assistance.
- Develop and implement policies and procedures for handling driver inquiries and complaints.
- Monitor and analyze driver support metrics to identify areas for improvement.
- Resolve complex driver issues that require escalation or special attention.
- Manage the opening and closing of the driver support center, ensuring that operations run smoothly and efficiently during all shifts.
- Develop and deliver training programs to ensure that driver support agents have the knowledge and skills needed to effectively assist drivers.
- Identify opportunities for training and development and implement appropriate programs.
- Identify areas for improvement in the driver support process and implement changes to increase efficiency and effectiveness.
Recruiting and Development Manager
CarSoup.com
02.2015 - 11.2015
- Led high-performing recruiting team in attracting top talent across IT, Finance/Accounting (W2 & VISA candidates) for CarSoup.com, a leading online automotive marketplace, across the US, Canada & Costa Rica.
- Delivered on aggressive hiring goals by proactively identifying needs beyond job descriptions, streamlining the entire recruitment process, and ensuring a seamless experience for both candidates and hiring managers.
- Championed a data-driven approach to talent acquisition, utilizing targeted outreach, sourcing strategies (including LinkedIn and traditional methods), and in-depth interviews to build a high-quality candidate pool.
- Developed and implemented successful recruitment campaigns to attract skilled professionals for specialized roles within CarSoup.com's diverse and growing organization.
- Cultivated strong relationships with hiring managers to understand their specific needs and preferences, ensuring a tailored and efficient recruitment process.
- Managed a comprehensive talent database using PC Recruiter, optimizing it for efficiency and access.
- Championed continuous improvement by fostering a collaborative environment within the team and implementing innovative recruitment strategies to improve key metrics and KPIs.
Bankruptcy Coordinator
Ally Financial
08.2012 - 08.2014
- Accurately entered financial data, client information, and case details into the bankruptcy software system with a high degree of accuracy and efficiency.
- Verified the accuracy and completeness of data entered into the system, identifying and correcting any errors or inconsistencies.
- Organized and maintained electronic case files, ensuring easy access and retrieval of documents while adhering to data privacy and security regulations.
- Scanned and digitized documents, including financial statements, court filings, and correspondence, for electronic storage and retrieval.
- Assisted the bankruptcy attorney in preparing schedules and statements of financial affairs, ensuring accuracy and completeness.
- Maintained updated contact information for clients, attorneys, and creditors, facilitating effective communication and collaboration.
- Supported the bankruptcy attorney in preparing for court hearings and meetings, including gathering necessary documents and providing administrative assistance.
- Ensured strict compliance with data privacy and security regulations, protecting sensitive client information.
Senior Surveillance Dispatcher
Stanley Security
07.2012 - 08.2014
- Kept detailed track of available field personnel and in-progress and completed calls.
- Oversee Surveillance Operations: Monitor multiple surveillance cameras simultaneously and coordinate the response to incidents.
- Train and Supervise: Train and mentor junior dispatchers on surveillance system operation, incident response procedures, and communication protocols.
- Analyze Surveillance Footage: Review surveillance footage to identify potential security threats and patterns.
- Develop and Implement Strategies: Develop and implement new surveillance strategies to enhance security and efficiency.
- Coordinate Emergency Response: Coordinate emergency response efforts during major incidents.
- Liaise with Law Enforcement: Maintain strong relationships with local law enforcement agencies and coordinate joint operations as needed.
- Manage Surveillance Personnel: Assign tasks, monitor performance, and provide feedback to surveillance personnel.
- Ensure Compliance: Ensure compliance with all relevant security protocols and regulations.
Apple Technical Support Agent
NCO Financial Systems
08.2011 - 08.2013
- Troubleshooting: Identifying and resolving technical problems related to Apple products, including hardware and software issues.
- Customer Support: Providing clear and concise explanations to customers about technical issues and solutions.
- Product Knowledge: Maintaining up-to-date knowledge of Apple products, operating systems, and software applications.
- Remote Assistance: Using remote access tools to diagnose and troubleshoot customer issues.
- Escalation: Referring complex or unresolved issues to higher-level support teams.
- Product Training: Assisting customers with setup, configuration, and usage of Apple products.
- Sales Support: Providing technical information to customers during the sales process.
- Data Recovery: Assisting customers with data recovery or backup procedures.
- Warranty Claims: Processing warranty claims and replacements.
- Training: Offered assistance in implementing and developing training programs.
Education
No Degree -
Century College
White Bear Lake, MNHigh School Diploma -
Highland Park Sr High
Saint Paul06.2007
Skills
- Call center experience
- Complaint Handling
- Cultural Awareness
- Data entry proficiency
- Performance Management
- Policy Implementation
- Business Administration
- Issue Escalation
- Payment management
- Technical Support
- Call Monitoring
- Training and mentoring
- Talent Development
Timeline
HR Manager
Jcpennys
04.2017 - 11.2019
Lead Front Office Assistant
MedExpress Urgent Care
12.2016 - 06.2018
Driver Support Manager
Uber
11.2015 - 01.2017
Recruiting and Development Manager
CarSoup.com
02.2015 - 11.2015
Senior Account Manager
US Bank
08.2014 - 04.2017
Bankruptcy Coordinator
Ally Financial
08.2012 - 08.2014
Senior Surveillance Dispatcher
Stanley Security
07.2012 - 08.2014
Apple Technical Support Agent
NCO Financial Systems
08.2011 - 08.2013
No Degree -
Century College
High School Diploma -
Highland Park Sr High
Similar Profiles
Desi GarciaDesi Garcia
Stocking Associate at JCpennysStocking Associate at JCpennys
Devin EdwardsDevin Edwards
Sales Associate at JcpennysSales Associate at Jcpennys
Donstonette JacksonDonstonette Jackson
Hairstylist at JcpennysHairstylist at Jcpennys