Tiffany Sheppard
Pocatello,ID
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Retirement Benefit Analyst
Public Employee Retirement System of Idaho (PERSI)
Pocatello, ID
08.2022 - Current
- Calculate and verify retirement benefits for members, including benefit estimates, retiree payroll setup, application of PERSI benefit formulas, retirement factors, and statutory requirements to ensure accurate and compliant outcomes.
- Provide world-class customer service to internal and external members, building stronger relationships throughout their retirement journey by addressing inquiries, resolving issues, and explaining complex benefit details clearly and professionally.
- Leverage specialized software, internal systems, and resources to research, analyze, and process member requests while multitasking, prioritizing workloads, and meeting deadlines in a fast-paced environment.
- Engage in conversations with members to understand needs, resolve account problems, answer product/benefit questions, and document interactions accurately across multiple data systems.
- Identify areas for service improvement and contribute to team efforts to enhance member experience, while maintaining flexibility, an easy-going attitude, and dedication to PERSI’s core values of commitment, character, and competence.
- Work efficiently unsupervised, perform multi-tasking, prioritize tasks, and adapt to an ever-evolving field with ongoing learning and collaboration.
- Hybrid eligible
Case Manager
Maximus-Idaho Employment and Training
Pocatello, ID
08.2017 - 08.2022
- Assisted clients in multiple phases of case management.
- Taught life skills in individual and group classes.
- Assisted clients to acquire services that facilitate program goals and requirements: educational/vocational training, medical, child care, substance abuse, and mental health.
- Served in lead capacity by coordinating and directing work staff, mentoring and advising staff, and handling complex/escalated issues.
CE-Extra Hands-Associate II
Allstate Corp
Pocatello, ID
01.2013 - 07.2016
- Utilized computer database and prompts to respond to customer questions, solve problems, and complete sales in call center environment.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Followed procedures and call center protocols when delivering services.
- Provided customers contacting call center with exceptional service and support.
- Maintained a high level of confidentiality and integrity.
Education
Idaho State University
Pocatello, IDSkills
- Highly motivated, self-starter with a strong background in customer service and management
- Exceptional communication skills combined with excellent conflict resolution skills
- Detail-oriented mindset: attention to detail even when busy
- Monitoring record systems to identify and researching errors
- Analyzing information and researching a variety of sources to identify and resolve problems or issues
- Interpreting, explaining, and applying laws, regulations, and policies for multiple or highly specialized programs
Timeline
Retirement Benefit Analyst
Public Employee Retirement System of Idaho (PERSI)
08.2022 - Current
Case Manager
Maximus-Idaho Employment and Training
08.2017 - 08.2022
CE-Extra Hands-Associate II
Allstate Corp
01.2013 - 07.2016
Idaho State University