Customer Service Representative
Resume:
Shante Nicole Sheppard
Forney, Texas 75126
*************@*****.***
EDUCATION
Poteet High School High May 1999
Grambling State University August 2000-May 2002
SKILLS
● Customer and client relations ● Attention to detail
● Adaptability ● Multi line phone system
● Ability to multitask ● Technical support
WORK EXPERIENCE
Owner, Tax Consultant January 2017-Present
Sheppard Multi Tax Service Forney, TX
● Ran a small income tax service with 275+ clients by developing relationships and efficient service with high levels of accuracy.
● Assist clients with audited income tax by helping them resolve issues in a timely manner.
● Handled bookkeeping services for five companies.
● Managed multiple clients, budgets, and production goals resulting in a 25% increase in revenue for the tax department.
Receptionist, Volunteer August 2019-March 2020
Ann Richards STEAM Academy Dallas, TX
● Greeted parents and outside stakeholders as they entered office while also completing all their inquiries.
● Organized parent and teacher organization volunteers for school and out of school events
● Filed paperwork and followed up with parents to ensure students had all missing documents turned in before the district deadline.
● Assisted with preparation of materials for mailings, including preparing labels, stuffing envelopes, etc.
● Ran multi-line phone system.
Receptionist, Volunteer August 2018-May 2019
Inspired Vision Secondary School Dallas, TX
● Assisted staff by making copies, filing papers, and completing daily attendance logs.
● Coordinated setup for meetings, interviews, and training.
● Processed check in and check out requests from parents and guardians. Receptionist, Volunteer August 2016- May 2018
Edward Titche Elementary School Dallas, TX
● Provided clerical assistance as needed including, filing, answering phones, and running errands.
● Assisted students and staff as needed throughout the school day.
● Greeted parents and the public and assisted with questions that dealt with non-confidential information.
CSR ll Customer Service Representative Lead May 2015 – July 2016 Maximus Irving, TX
● Responded to customer inquiries by telephone, e-mail, or chat to resolve non-technical problem resolution.
● Helped schedule appointments for veterans with special and mental illnesses.
● Coordinated with insurance companies to ensure accurate billing for doctor’s appointments.
● Utilized Microsoft Office Suite (Word, Excel, PowerPoint) to track patient accounts.
Credit Protection Association Recovery Specialist April 2013- October 2014 Credit Protection Association Dallas,
TX
● Handled 100+ inbound and outbound calls in an attempt to collect payment on delinquent accounts.
● Educated clients on strategies to improve credit and also upsold services to assist them in bringing delinquent account current.
● Established debt repayment schedules based on customers’ financial situations. Master Data Manager February 2009-September 2012
Rent-A-Tire Collection Plano, TX
● Supervised, planned, monitor calls, coach, train, and review call center agents; develop performance standards, monitor departmental and individual performance, and deliver annual performance reviews for staff.
● Oversaw the staff schedule daily to optimize service levels and maintain department key performance indicators.
● Interfaced and managed relationships with vendors and other departments in the maintenance and enhancement of the SAP, IVR, Electronic Billing, On-line bill payment and other systems that interface with the Customer Service department support systems. Customer Service Representative July 2005- November 2009 Capital One Call Center Shreveport, LA
● Handled inbound calls only for insurance companies.
● Filed claims for fraud and abuse on account as well as major client accidents.
● Communicated with claims specialists and clarified given information as necessary on submitted claims.
School Receptionist August 2006-May 2007
Hollywood High School Shreveport, LA
● Facilitated a large volume of incoming calls, acting as the first point of contact at the school, while managing and efficient booking of meetings and daily task list.
● Prepared and maintained confidential profiles of 500+ enrolled students to ensure all medical records and parent demographics profiles were accurate.
● Utilized scanners and specific software to convert digital images for printing purposes. ER Admitting Clerk February 2002-August 2006
Christus Shumpert Hospital ER Shreveport, LA
• Coordinates nursing unit communications, clerical functions and interdepartmental activities
• Checking in patients to continue the standard of care for of hospital
• Setting up triage charts for the department to run smoothly.
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