SHEREKA SHEPHERD
Huntsville,AL
Summary
Creative thinking Multitasking Task prioritization Teamwork Customer relations Motivation Maintain systems Safety compliance Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Results-CX
Sebring, FL
12.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Contractor
Accenture
Knoxville
06.2021 - 09.2022
- Demonstrated excellent organizational skills working on overlapping projects
- Exhibited quick problem-solving skills by overcoming technical challenges
- Met challenging deadlines with impressive time management and prioritization skills
- Processed different types of medical claims with utilization of programs, applications, and software
- Worked with varieties of medical insurance policies
- Corrected mistakes that were made by operators who have pulled claims previously.
Enrollment Consultant
K12
Knoxville
06.2020 - 10.2021
- Assist parents with enrolling students into school
- Discuss compliancy documents that are needed for the process
- Speak with legal guardian over phone regarding student
- Gather personal information.
Retail Sales Associate
Dillards
Huntsville
11.2018 - 01.2020
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Organized displays to attract customers and promote sales.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Processed returned merchandise according to company policies.
- Completed transactions in an efficient manner while providing excellent customer service.
Education
Dental Assisting Diploma - Dental Assisting
Ross Medical Education Center
High School Diploma -
JO Johnson High School
Skills
- Customer Engagement
- Customer Consulting
- Customer Complaint Resolution
- Customer Inquiries
- Customer Assistance
- Customer Service Excellence
- Focused On Customer Satisfaction
- Inventory Assistance
- Customer Support
- Problem-Solving
- Problem Resolution
- Customer Satisfaction
- Calm Demeanor
- Outstanding Communication Skills
- Customer Relationship Management
- Customer Service
- Inbound And Outbound Calling
- Conflict Management
- [Software] Crm System Proficiency
- Crm Documentation
- Call Control
- In-Store Support
- Product Knowledge
- Data Entry
- Issue Documentation
- Positive And Constructive Feedback
- Employee Development
- Customer Service Analysis
- Information Verification
Languages
English, Fluent
Certification
- CPR
Timeline
Customer Service Representative
Results-CX
12.2022 - Current
Contractor
Accenture
06.2021 - 09.2022
Enrollment Consultant
K12
06.2020 - 10.2021
Retail Sales Associate
Dillards
11.2018 - 01.2020
Dental Assisting Diploma - Dental Assisting
Ross Medical Education Center
High School Diploma -
JO Johnson High School