Customer Service Support

Jen Sheppard

Sioux Falls, SD *****

*********@*****.*** 605-***-****

Objective

Motivated and dependable remote customer service professional with over 10 years of experience. Skilled in managing high call volumes, de-escalating sensitive situations, and supporting a diverse customer base. Proficient in CRM tools and known for active listening, empathy, and problem resolution. Seeking a remote position to continue delivering compassionate and efficient customer service.

Professional Experience

Remote Customer Service Representative / AI Evaluator

Self-Employed – Sioux Falls, SD

April 2023 – Present

- Handled overflow inbound calls for multiple companies with professionalism and empathy.

- Resolved customer inquiries, complaints, and escalated calls with care and efficiency.

- Maintained detailed records using CRM tools to ensure accurate and timely service.

- Applied active listening skills to understand customer needs and build rapport.

- Conducted AI evaluation tasks, providing suggestions to improve response quality.

Patient Account Manager (Remote)

Dakota Performance Solutions – Sioux Falls, SD

March 2022 – June 2022

- Managed high call volumes at an inbound call center from a remote setting.

- Assisted patients and providers with COVID-19 questions, appointments, and insurance issues.

- Handled escalated concerns with empathy and timely resolution.

- Logged interactions in CRM systems and ensured compliance with HIPAA standards.

Casino Attendant (Customer Service)

Regal Holdings / M.G. Oil Company – Sioux Falls, SD

2021 – 2023

- Delivered face-to-face service and managed customer concerns in a fast-paced setting.

- Maintained accurate sales records and handled cash transactions.

- Provided personalized service to diverse customers, using empathy and active listening.

Skills

- Remote Customer Support

- High Call Volume & Escalation Management

- CRM Software (e.g., Salesforce, Zendesk)

- Active Listening & Empathy

- Communication with Diverse Customers

- Conflict Resolution

- Microsoft Office & Google Workspace

- HIPAA Compliance Awareness

Education

Some College – Business Management

Killian Community College, Sioux Falls, SD

2000 – 2004

High School Diploma

Mitchell High School, Mitchell, SD

1985 – 1989

Certifications

Forklift Certification

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