Operations Lead with Customer-Focused Expertise

Melissa Sheppard

Annapolis, MD ***** 443-***-**** ********@*****.***

Summary

Experienced professional with a strong background in customer service, sales, operations, team leadership, and technical support. Skilled in building client relationships, managing projects, training staff, and improving processes to drive efficiency and customer satisfaction. Adept at communication, problem-solving, and delivering results in fast-paced environments.

Skills

Insurance & Risk Management: Property & Casualty Insurance, Life & Health Insurance Sales, Insurance Policy Sales, Risk Management, Asset Protection, Policyholder Communication, Policy Renewals, Licensing & Compliance, Insurance Practices

Sales & Client Relations: Consultative Sales Approach, Customer Engagement, Negotiation & Persuasion, Referral Coordination, Account Retention, Client Prospecting, Sales Pipeline Management, Customer Referrals, Upselling & Cross-Selling

Leadership & Team Development: Employee Training, New Agent Training, Staff Management, Team Leadership, Performance Coaching, Goal-Oriented Management

Operations & Administration: Project Management, Policies & Procedures Development, Administrative Functions, Document Control, Data Entry, Form Completion & Submission, Customer Complaint Resolution

Technology & Tools: Microsoft Office (Word, Excel, PowerPoint), CRM Systems, Microsoft Windows, Quality Assurance & Reporting

Experience

OFFICE ADMINISTRATOR / LOGISTICS SUPERVISOR 07/2018 – 06/2025

R&L Express, LLC – Annapolis, MD

Coordinated and managed daily administrative operations of the office.

Organized and maintained filing systems, including electronic databases and records.

Answered incoming calls in a professional manner and directed callers appropriately.

Assisted with budget preparation by providing data entry support into financial tracking system.

Processed invoices on a timely basis according to established procedures.

Negotiated freight rates with carriers and customers.

Developed relationships with customers, carriers, and vendors to ensure timely delivery of goods.

Coordinated pickup and delivery schedules between customers, vendors, and carriers.

Analyzed data trends to identify potential areas for cost savings.

Ensured compliance with government regulations regarding transport of goods.

Worked closely with suppliers to ensure timely delivery of products according to customer requirements.

Identified new transportation partners that could provide more efficient services at lower costs.

Used a power of attorney privileges to sign documents on behalf of clients.

INSURANCE AGENCY OWNER / INSURANCE SALES EXECUTIVE 08/2014 – 08/2025

Sheppard Insurance Services, LLC – Pasadena, MD

Created and implemented strategies for increasing customer base and revenue growth.

Managed daily operations including sales tracking, budgeting, payroll, and staff development.

Reviewed customer applications and drafted insurance contracts in compliance with laws and regulations.

Provided guidance to employees on underwriting standards and customer service best practices.

Developed marketing plans to generate leads through direct mail, cold calling, and promotional events.

Analyzed market data and industry reports to identify growth opportunities.

Resolved customer complaints promptly and maintained high satisfaction levels.

Advised clients on additional coverage options and ensured compliance with state licensing requirements.

Interviewed, trained, and supervised employees while mentoring new hires on sales techniques.

Created effective business plans and strategies to increase revenue and target new markets.

SALES ASSOCIATE 02/2021 – 12/2022

Richmond American Homes – Columbia, MD

Networked with realtors and competitors to promote community sales.

Presented model homes and options to clients with professionalism.

Followed up on sales leads and pursued first-call close opportunities.

Negotiated and closed contracts while ensuring accuracy in documentation.

Researched and analyzed market data to keep communities competitive.

Greeted customers, answered questions, and provided outstanding service.

Upsold additional products and features based on customer needs.

Collaborated with team members to meet group sales targets.

Built strong relationships with customers through personalized service.

SALES ASSOCIATE 02/2024 – 05/2025

Beazer Homes – Columbia, MD

Built strong relationships with realtors, clients, and partners to drive new home sales.

Delivered engaging presentations of model homes and design options.

Consistently followed up on leads to maintain pipeline and achieve sales targets.

Negotiated purchase agreements and guided clients through the sales process.

Prepared and reviewed contracts and sales documentation for accuracy.

Researched market trends and positioned communities competitively.

Promoted community features and benefits during tours and open houses.

Collaborated with sales teams and management to align on goals and strategy.

Earned referrals and repeat business by delivering exceptional customer service.

INSURANCE SALES REPRESENTATIVE 12/2013 – 08/2014

Allstate Insurance – Pasadena, MD

Conducted client needs analysis meetings and collected signatures via DocuSign.

Presented product options and guided clients in making informed decisions.

Generated new business through cold-calling, networking, and referrals.

Educated clients on policy benefits and assisted with renewals.

Negotiated and closed sales while maintaining accurate records in CRM software.

Followed up with clients to ensure satisfaction and identify cross-sell opportunities.

Ensured compliance with laws governing insurance product sales.

HARDWARE SUPPORT ENGINEER 09/2008 – 12/2012

Sourcefire Inc – Columbia, MD

Built and imaged network security servers, troubleshot defective systems, and provided technical documentation.

HELPDESK / DESKTOP ASSOCIATE 04/2007 – 08/2008

USinternetworking Inc. (An AT&T Company) – Annapolis, MD

Provided technical support for hardware, software, and networks in a call center environment.

NETWORK SR. SUPPORT SPECIALIST 05/1999 – 04/2007

Trans Health Care, Fundamental – Sparks, MD

Led a support team handling IT systems, networks, and end-user support across 150+ facilities.

Education and Training

Arundel Community College – Certified Nursing Assistant, 09/1989

Broadneck High School – Annapolis, MD High School Diploma, 06/1988

Licenses

P&C License – 2013

Life & Health License – 2014

Series 6 License – 2018

Flood Certification

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