Tonya Sheppard
Lake Charles,LA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Eligibility Specialist
Tidal Basin
10.2024 - 12.2024
- Resolved discrepancies with client applications to verify eligibility.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed applicants and explained scope of different available benefits.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
Disaster Case Manager
AECOM
11.2021 - 09.2024
- Maintained accurate records of client interactions, ensuring confidentiality and compliance with relevant regulations and policies.
- Maintained updated knowledge of available disaster assistance programs and eligibility requirements in order to provide accurate guidance to clients.
- Improved disaster recovery outcomes by developing and implementing comprehensive case management plans.
- Inspected facilities and equipment to determine operational and functional capabilities in emergency situations.
- Providing Great Customer Service to hurricane survivors.
Customer Service Rep
Elite Services
09.2018 - 08.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
Youth Care Worker
Educational & Training Councel
06.2014 - 01.2018
- Completed clear and concise documentation of youth behavior and actions.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Evaluated needs of youth and outlined measures to address.
- Enhanced youth development by implementing structured activities and educational support.
Education
Associate of Arts - Business Administration
Delta Technical College
Lake Charles, LA03-2005
GED -
Lake Chrales Boston High School
Lake Charles, LA02-1999
Skills
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Microsoft outlook
- Scheduling
Timeline
Eligibility Specialist
Tidal Basin
10.2024 - 12.2024
Disaster Case Manager
AECOM
11.2021 - 09.2024
Customer Service Rep
Elite Services
09.2018 - 08.2020
Youth Care Worker
Educational & Training Councel
06.2014 - 01.2018
Associate of Arts - Business Administration
Delta Technical College
GED -
Lake Chrales Boston High School
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