Summary
Overview
Work History
Education
Skills
Timeline
Professional Development & Training
Generic

SHEALYNN AVERY

Detroit,Mi

Summary

Dynamic and results-oriented professional with a robust background in global account fulfillment, client relationship management, and specialized technical support across the automotive and financial services sectors. Expertise in cultivating and sustaining vital client relationships while managing intricate international operations, consistently driving customer satisfaction through proactive engagement and adept problem resolution. Strong communication skills, combined with a high degree of empathy and technical proficiency, facilitate the delivery of exceptional service aligned with organizational goals. Recognized for effectively de-escalating challenging situations, maintaining a positive demeanor, and adapting seamlessly to new challenges while upholding the highest standards of excellence.

Overview

5
5
years of professional experience

Work History

Ford Pro Intelligence/Onboarding Specialist

Percepta
11.2023 - Current
  • Lead the build, management, and ongoing relationship for the Ford Pro Insure Account, serving as the primary specialist.
  • Manage global account fulfillment for EU, AU, and NZ markets, handling device management, order processing, and shipment logistics with high accuracy and efficiency.
  • Provide critical client support and technical assistance, resolving product setup and technical issues.
  • Contribute to special projects, demonstrating adaptability and a proactive approach to evolving responsibilities.
  • Interface with senior and executive management, articulating solutions and managing expectations effectively.
  • Utilize active listening and empathy to ensure positive and effective client interactions.

Dealer Support Specialist/Supervisor

Percepta
08.2022 - 11.2023
  • Provided comprehensive inbound and outbound helpdesk support to US/Canada dealers for Ford Pass & Lincoln Access Rewards, resolving complex inquiries, escalated concerns, and billing issues.
  • Supported regional and field employees on case status, eligibility, and issue resolution.
  • Documented all interactions, identified areas for process improvement, and determined best practices for common dealer support trends.
  • Maintained exceptional product knowledge to provide technical support and continuously updated on product and service offerings.
  • Built strong rapport with dealers, enhancing Ford and Lincoln brand recognition.

Rewards Specialist

Percepta
11.2021 - 08.2022
  • Planned, implemented, and reviewed reward packages for members and clients, supporting operational implementation of global strategic initiatives.
  • Supervised escalation of member and dealer accounts.
  • Mentored and trained new team members.
  • Conducted research, analysis, and administration of reward schemes, fostering strong relationships with members and dealers.
  • Provided input on strategic initiatives for operational processes and capabilities, ensuring alignment with global standards.

CX Client Experience Scorer

United Wholesale Mortgage (UWM)
05.2021 - 10.2021
  • Evaluated team member calls against design standards and customer needs, ensuring quality and client satisfaction.
  • Collaborated with developers and product owners to maintain current knowledge of product features and functionality.
  • Developed and maintained defect databases, gathering data on integration issues and vulnerabilities to recommend improvements.
  • Managed daily tasks efficiently, overseeing various divisions including Client Approval, Closing, Underwriting, and IT.

Verification Specialist

United Wholesale Mortgage (UWM)
06.2020 - 05.2021
  • Verified employment across multiple operating systems at high volume, consistently exceeding company goals and earning multiple production awards.
  • Resolved complex client inquiries and communicated verification status updates to underwriting departments, facilitating home loan decision-making.
  • Obtained and verified updated contact information for accuracy and timely processing.

Education

Forensic Science

Marygrove College
Detroit, MI

High School Diploma - undefined

East Catholic High School
Detroit, MI
06.2005

Certificate - Data Analysis

Coursera
Detroit, MI
09-2025

Certificate - Writing And Editing: Structure And Organization

Coursera
Detroit, MI
10-2025

Skills

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

  • Cisco, Jaber, QuickBooks

  • PC Navigation, Computer Literacy, Typing

  • JavaScript (2 years experience)

  • Client & Account Management:

  • Global Account Fulfillment

  • Client Relationship Management

  • Technical Support & Troubleshooting

  • Order Processing & Device Management

  • Complaint & Issue Resolution

  • Customer Expectation Management

  • Professionalism & Adaptability

Timeline

Ford Pro Intelligence/Onboarding Specialist

Percepta
11.2023 - Current

Dealer Support Specialist/Supervisor

Percepta
08.2022 - 11.2023

Rewards Specialist

Percepta
11.2021 - 08.2022

CX Client Experience Scorer

United Wholesale Mortgage (UWM)
05.2021 - 10.2021

Verification Specialist

United Wholesale Mortgage (UWM)
06.2020 - 05.2021

High School Diploma - undefined

East Catholic High School

Forensic Science

Marygrove College

Certificate - Data Analysis

Coursera

Certificate - Writing And Editing: Structure And Organization

Coursera

Professional Development & Training

  • Ford AI LLM
  • Centene: Training Readiness Testing (March 2023)
  • Associate Chat Series: Chat Basics (March 2023)
  • WFO Agent Training (March 2023)
  • Empower Training for Associates (February 2023)
  • Kronos Single Sign-On (SSO) Access - For PCTA Employees (May 2022)
  • CPR/First Aid (October 2018)
  • Blood-borne Pathogens Training (October 2019)
  • Introduction to Human Services and Meeting Special Needs (October 2018)
  • Environmental Emergencies (January 2019)
  • Nutrition and Food Services (September 2018)
  • Med Refresher Part 1 (November 2018)
  • Health (November 2018)
  • Collaborating with People (October 2018)

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