Shawnquize Shepard
Fort Worth,TX
Summary
Am conscientious, dedicated, friendly, honest, reliable, and productive. I’m a quick learner with an excellent work ethic, a positive attitude, who pays attention to quality, detail, and has resilient interpersonal communication. Am very passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Career objectives are to secure job stability with a reputable organization to expand knowledge and skills. Secure a responsible career opportunity to fully utilize training and skills, while making a significant contribution to the success of the company.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Peak Holdings/Techni Staff/WSDOT Toll
02.2019 - 11.2020
- Know all areas surrounding the toll road in order to assess the location of drivers requesting motorist assistance
- Provide public information regarding toll tags, directions, and location of the toll road customer service center
- Submit work orders and maintain associated tracking logs
- Take customer calls and provide accurate, satisfactory answers to their inquiries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide callers through troubleshooting, navigating the company site, and using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items
- Collaborate with other call center professionals to improve customer service
- Performs other duties as assigned by on-site supervisors or managers
- And coaching.
Staffing Specialist
01.2014 - 10.2015
- Determine staffing requirements, Conduct interviews with candidates, and assess their skills, experience, and aptitudes for a position
- Data entry, Filing, and organization skills
- Evaluate current recruitment strategies and determine areas of improvement
- Collaborate with HR personnel to create hiring status reports for management review
- Compile, maintain and update company records
- Contact clients over phone or via email to generate repeat sales and assure satisfaction
- Organize and store files for employees to easily reference and keep inventory of office supplies
- Managed 15+ employees
- Operate office equipment including printers, copiers, fax machines, and multimedia instruments
- Write and post job advertisements to appropriate job boards, print media, and digital platforms
- Exhibit top-notch communication while working on multiple projects in a fast-paced environment.
Operations Customer Support Representative
Willis Towers Watson/One Exchange/Extend Health
08.2016 - 11.2018
- Served as call center representative in high call volume customer support area for independent client base and large company base
- Processed orders within accounting, billing, and IT computer error customer support systems
- Communicated effectively with other departments within One Exchange and its partners to build positive relationships and resolve service-related inquiries within service level agreements set by company
- Operation of Oracle System
- Command
Education
High School Diploma -
John H Reagan High
Austin, TX06.2009
Skills
- Customer Service
- Database Software (Oracle, Access)
- Email Software (Outlook)
- Peripheral Devices (Scanners, Printers, etc
- Microsoft Word
- Call Center Operations
- Customer Relationship Management
- Documentation
- Microsoft Excel
- Membership Inquiries and Renewals
- Administrative Support
- Multi-Line Telephone Operation
Timeline
Customer Service Representative
Peak Holdings/Techni Staff/WSDOT Toll
02.2019 - 11.2020
Operations Customer Support Representative
Willis Towers Watson/One Exchange/Extend Health
08.2016 - 11.2018
Staffing Specialist
01.2014 - 10.2015
High School Diploma -
John H Reagan High
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