Customer Support & Account Management Professional

Vanessa Shephard

**********@*****.*** 904-***-**** Jacksonville, FL

SUMMARY

Detail-oriented professional with 9 years of experience seeking role that will challenge and grow my abilities professionally. Proven expertise in account management, data entry, and CRM systems, complemented by strong analytical and communication skills. Extensive background in insurance and client advisory roles, ensuring precise risk assessment and client satisfaction

WORK EXPERIENCE

Teleperformance USA Remote

Field Technical Support - HR Block Jan 2026 - Present

• Provide Tier I technical support to tax preparers, addressing both in-office and remote system issues to enhance operational efficiency.

• Diagnose and resolve system errors, ensuring clear and timely communication of status updates for tax return processes.

• Assist with onboarding, resolving errors to facilitate smooth integration for new tax preparers. Agent - United Healthcare AEP Season Sep 2025 - Dec 2025

• Advised clients on benefits and changes to Medicare Advantage programs, enhancing understanding and satisfaction.

• Enrolled clients into new Medicare Advantage plans, ensuring seamless transitions and compliance with regulatory requirements.

• Maintained accurate client data records to support efficient service delivery and compliance. ADT Jacksonville, FL

New Acquisition Apr 2025 - Aug 2025

• Responded to new and existing customer inquiries, adhering to established sales processes.

• Collaborated with customers to close sales by gathering information, assessing needs, and scheduling installation appointments.

• Maintained customer satisfaction by identifying needs, transferring calls for resolution, and conducting follow-ups including quotes and information requests.

Globe Life - Liberty National Remote

Licensed Insurance Agent Oct 2024 - Mar 2025

• Curated life, death, and critical illness benefits for a variety of business sizes, ensuring tailored coverage options for diverse client needs.

• Maintained active licensure in Florida and Georgia, facilitating a broad service reach and ensuring compliance with state regulations.

• Provided expert guidance to clients, enhancing their understanding of available benefits and supporting informed decision-making.

Hardage-Giddens Memorial Park Jacksonville, FL

Family Service Counselor Feb 2024 - Jun 2024

• Facilitated pre-arrangement consultations by presenting burial service options and conducting site tours.

• Managed service requests to ensure timely maintenance and upkeep of cemetery merchandise.

• Cultivated relationships within the community, dedicating 1-2 hours daily to prospecting and lead generation. Tom Bush BMW Jacksonville, FL

Client Advisor Jan 2019 - Feb 2024

• Evaluated and advised clients on vehicle options aligned with their budget and needs, leading to enhanced customer satisfaction.

• Presented vehicle features, focusing on safety and technological advancements, to engage and inform clients effectively.

• Leveraged CRM systems to transition clients with older models to certified pre-owned sales, contributing to increased customer retention and sales.

Allstate Benefits Jacksonville, FL

Account Manager Jun 2017 - May 2018

• Completed and peer-reviewed standard and customized proposals and RFPs, ensuring accuracy and alignment with client needs.

• Partnered with sales representatives to deliver comprehensive customer updates and broker feedback, maintaining clear communication and accurate records for all assigned accounts. Carrington Mortgage Jacksonville, FL

Relationship Specialist Apr 2015 - Feb 2017

• Delivered comprehensive guidance on loan options, including terms, interest rates, and eligibility criteria, to support informed decision-making by clients.

• Facilitated efficient live call transfers to licensed Loan Officers, ensuring effective communication and compliance with federal and state lending laws.

EDUCATION

University of Phoenix

Bachelor of Business, Business

Jax, FL

Apr 2013

SKILLS

Data Entry • Office Suite (Word, Excel, PowerPoint) • Call Center Operations (Inbound/Outbound) • Collections

(Consumer & Commercial) • New Hire Documentation & Credentialing • Onboarding & Account Management • Written & Oral Communication • Salesforce & CRM • 2-15 Health & Life Insurance License - Florida & Georgia

• Time Management • Organizational Capabilities • Self-Motivated • Attention to Detail • Communication Skills • Negotiation Skills • PC Skills • Analytical Skills

Contact this candidate