Shanita Shepherd
Birmingham,AL
Summary
Dynamic leader with a proven track record at Wells Fargo, enhancing team performance and customer satisfaction through expert coaching and problem-solving abilities. Skilled in cross-functional coordination and building rapport, I've significantly improved call center efficiency and client relations. My approach combines professionalism with effective conflict resolution, driving notable achievements in customer success and team development.
Overview
11
11
years of professional experience
Work History
Lead Customer Success Specialist
Wells Fargo
09.2023 - 09.2024
- Coach, develop and build a high performing team to execute on business strategies, achieve results, and drive growth of the business; This includes coaching bankers to engage customers to understand their needs and work proactively to build relationships and help customers succeed financially.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Premier Banker Coach
Wells Fargo
01.2021 - 09.2023
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Customer Success Specialist 2
Wells Fargo
10.2018 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts for high volumed customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Medical Billing Specialist
Medical Transport of Alabama
01.2018 - 10.2018
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Located errors and promptly refiled rejected claims.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
- Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
- Collected payments and applied to patient accounts.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Verified insurance of patients to determine eligibility.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
Patient Satisfaction
JL Morgan & Associates
07.2016 - 01.2018
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Made outbound lead follow-ups to customers by telephone to do surveys about recent hospital visitation.
- Used specified forms to compile, record and code results or data from surveys.
- Followed scripted questionnaires verbatim to collect research data.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Sales Associate
Walmart
06.2013 - 07.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
No Degree - Human Resurce Management
University of Alabama At Birmingham
Birmingham, ALHigh School Diploma -
Wenonah High School
Birmingham, AL05-2012
Skills
- Feedback collection
- Cross-functional coordination
- Building rapport
- Performance monitoring
- Call center experience
- Team coaching
- Production goal setting
- Problem-solving abilities
- Multitasking
- Professionalism
- Risk Assessment
- Conflict Resolution
Languages
English
Full Professional
Timeline
Lead Customer Success Specialist
Wells Fargo
09.2023 - 09.2024
Premier Banker Coach
Wells Fargo
01.2021 - 09.2023
Customer Success Specialist 2
Wells Fargo
10.2018 - 01.2021
Medical Billing Specialist
Medical Transport of Alabama
01.2018 - 10.2018
Patient Satisfaction
JL Morgan & Associates
07.2016 - 01.2018
Sales Associate
Walmart
06.2013 - 07.2016
No Degree - Human Resurce Management
University of Alabama At Birmingham
High School Diploma -
Wenonah High School
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