Tramarcus Shepard
Jackson,MS
Summary
Experienced professional with a diverse background in technology support, assembly line operations, management, banking, and customer service. Proven ability to adapt to various roles and responsibilities, leveraging knowledge to enhance organizational performance. Committed to driving results through diligence and innovative problem-solving. Eager to contribute expertise to foster growth and success within the company.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assembly Line Production Worker
General Motors Co
12.2023 - 04.2025
- Assembled components by examining connections for correct fit, fastening parts and subassemblies.
- Completed component assembly with minimal supervision to meet deadlines.
- Monitored assembly line operations to detect any issues or malfunctions.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
- Assisted in training new employees on assembly line processes and procedures.
- Identified defective parts or items needing rework during inspections.
- Completed team production and productivity level reports for management
- Sorted and placed materials or items on racks, shelves or in bins according to predetermined sequence.
- Cleaned tools, equipment, and workstations as needed throughout shift.
- Contributed to team-based environment to maintain line productivity and meet expected deadlines.
- Packaged products and double-checked package labels for accuracy.
- Performed quality checks on products and documented discrepancies.
- Ensured that all safety regulations were followed at all times while operating machinery.
- Replaced worn or damaged parts within machines using hand tools when necessary.
- Used machinery safely and according to manufacturer instructions to prevent workplace accidents.
- Maintained assembly and production equipment to meet operational goals.
- Organized production line equipment and materials for assembly tasks.
- Worked through each required task and step in production processes.
- Inspected incoming raw materials prior to use in order to ensure quality assurance.
- Rotated through various positions on the assembly line as needed by management.
- Managed household errands and other essential duties.
Banking Customer Service Representative
Wells Fargo & Company
11.2023 - 04.2025
- Collected deposits or payments and arranged for billing.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Provided account information and answered customer inquiries in a timely manner.
- Explained banking procedures and regulations to customers accurately.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Conducted research into customer questions or problems using available resources.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Identified potential fraud cases and reported them to the supervisor.
- Excelled in exceeding daily credit card application goals.
- Informed customers about new products or services available through the bank.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Reconciled discrepancies between teller cash counts and computerized records on a daily basis.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
- Processed wire transfers in accordance with established policies and procedures.
- Processed customer payments and generated monthly statements.
- Resolved customer inquiries regarding billing discrepancies.
- Investigated and responded to customer inquiries related to billing issues.
Technical Support Representative
Comcast
05.2019 - 11.2023
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Documented all activities related to technical support including processes, updates, changes made.
- Resolved escalated customer service issues in a timely manner.
- Updated customer information and account status in the database following each interaction.
- Diagnosed system errors and implemented solutions to resolve them.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Monitored customer feedback to ensure high levels of satisfaction.
- Conducted remote diagnostics to identify and solve technical problems.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Stayed abreast of latest software developments to enhance job knowledge.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained positive working relationship with fellow staff and management.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Supported customers with online billing, access, and account issues.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Provided technical assistance to customers through phone, email and chat support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Investigated incorrect billings and processed refunds as necessary.
Night Auditor
Hilton Garden Inn Hotel
09.2019 - 12.2022
- Coordinated with guest services and concierge team to meet guest needs.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Completed nightly updates to hotel rates and individual room charges.
- Prepared detailed audit reports at the end of each shift.
- Issued room keys and escort instructions to bellhops.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Computed bills, collected payments and made change for guests.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Posted incidental charges to ledgers, manually or by using computers.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Greeted arriving guests and checked them in to their rooms.
- Received payments from customers via cash or credit cards.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Processed guest check-outs, including payment processing and providing receipts.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Maintained cleanliness of bathrooms, lobby and front desk.
Guest Advocate Lead
Target
08.2014 - 04.2019
- Assisted other departments when needed to maintain efficient operations.
- Resolved customer complaints in a professional manner.
- Assisted with returns, exchanges, and refunds in accordance with company policy.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Demonstrated strong communication skills when interacting with customers and coworkers.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Strengthened customer retention by offering discount options.
- Promoted available products and services to customers during service, account management and order calls.
- Collected deposits or payments and arranged for billing.
- Greeted customers and provided assistance to ensure a positive shopping experience.
- Performed cashier duties such as processing payments, returns, and exchanges accurately.
- Maintained cleanliness standards throughout the store area.
- Monitored sales floor activity to identify potential theft or fraud issues.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Processed online orders using point-of-sale systems.
Cashier
Pilot Travel Centers
07.2016 - 01.2019
- Answered customer questions and provided store information.
- Offered customers carry-out service at completion of transaction.
- Answered customer inquiries regarding store policies and procedures.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Welcomed customers, offering assistance to help find store items.
- Greeted customers promptly and responded to questions.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Performed other duties as assigned by management.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Maintained work area and kept cash drawer organized.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Verified customer age requirement for alcohol or tobacco purchases.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Resolved customer complaints professionally in accordance with company policy.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Discounted purchases by scanning and redeeming coupons.
- Helped with purchases and signed customers up for rewards program.
- Issued receipts, refunds, credits or change due to customers.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Answered phone calls to assist customers with questions and orders.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Counted and balanced cashier drawers.
- Helped customers find specific products, answered questions, and offered product advice.
- Followed company security procedures for handling large sums of money.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Collected payments and provided accurate change.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Used suggestive selling techniques to promote add-on sales.
- Balanced daily transactions on a computerized point-of-sale system.
Education
High School Diploma -
Forest Hill High School
05-2016
Skills
- Component assembly
- Quality assurance
- Equipment maintenance
- Production monitoring
- Defect identification
- Safety compliance
- Team collaboration
- Material sorting
- Employee training
- Data reporting
- Time management
- Inspection and testing
- Point-of-sale operation
- Cash handling
- Payment processing
- Customer service
- Sales promotion
- Product knowledge
- Attention to detail
- Cash management
- Multitasking and organization
- Reliability and punctuality
- Credit and cash transactions
- Fraud detection
- Billing adjustments
- CRM software
- Technical troubleshooting
- Banking software
- Transaction processing
- De-escalation techniques
- Troubleshooting techniques
- Technical support
- Customer relationship management
- Software installation
- Hardware repair
- Remote diagnostics
- Operating systems
- Technical issues analysis
- Microsoft office specialist (MOS) expert
Affiliations
- Community Service
- Tutoring
- Photography
- Writing
- Puzzle
Accomplishments
- 5x Honor Roll Student
- Principle's List
- Leadership
- 3x Outstanding Employee
- Perfect Attendance
- Best Leading Actor
- Yearbook Editor
- Highest Sales Performer
Certification
- ServSafe
- Microsoft
- ABA
- CCSR
- CM
Languages
English
Full Professional
Custom
- To Whom It May Concern: it is with great pleasure that I recommend Marcus to be apart of your outstanding company. I have known Marcus for 2 years as an employee with Target Corporation. Marcus has always displayed a high degree of integrity, responsibility and ambition. Marcus has build excellent rapport with those that crossed his path. He is enthusiastic, humbled and honest. Marcus has excellent communication skills, which helps him connect with people of all ages. Marcus will always be cherished a person with good character and I am honored to have had the opportunity to work with him.I recommend Marcus without reservation. He is intelligent, competent, dedicated and capable of doing anything. Marcus would be a great asset to any organization. In addition, he has the ability to thrive in any environment where enthusiasm, hard-work and trustworthiness are valued. I am happy to give him my wholehearted endorsement and I am confident that he would make a valuable addition to your team. Please do not hesitate to contact me for further details. Sincerely Angelia Gats (601-458-8563)
References
References available upon request.
Timeline
Assembly Line Production Worker
General Motors Co
12.2023 - 04.2025
Banking Customer Service Representative
Wells Fargo & Company
11.2023 - 04.2025
Night Auditor
Hilton Garden Inn Hotel
09.2019 - 12.2022
Technical Support Representative
Comcast
05.2019 - 11.2023
Cashier
Pilot Travel Centers
07.2016 - 01.2019
Guest Advocate Lead
Target
08.2014 - 04.2019
High School Diploma -
Forest Hill High School