CHANELLE SHEPHERD

[email protected] • (704) 615-3588 • 801 High Meadow Lane Unit M, Charlotte, NC 28217

PROFESSIONAL SUMMARY

Experienced customer service professional with a strong background in call centers, chat/email support, and face-to-face interactions. Proven team player with a positive, outgoing demeanor and a demonstrated ability to establish rapport with clients. Dedicated to maintaining high levels of customer satisfaction and contributing to company success. Specializes in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and driving business growth.

WORK EXPERIENCE

DISPUTE RESOLUTIONS SPECIALIST
07/2023 - Present
Global Payments , Remote
• Managed inbound calls from cardholders, addressing inquiries regarding disputes
• Initiated and processed both fraud and non-fraud dispute claims
• Delivered exemplary customer service, resolving cardholders' concerns and inquiries promptly and effectively
• Provided support to cardholders by offering detailed explanations on previously submitted disputes
• Executed card cancellations and facilitated requests for replacement cards
CREW MEMBER
11/2022 - 07/2023
Burger King , Charlotte, NC
• Took customer orders, prepared meals, and processed payments with a focus on accuracy and efficiency
• Ensured cleanliness and sanitation of food preparation and dining areas by diligently wiping counters and sanitizing equipment
• Provided prompt and courteous customer service by greeting customers, taking orders promptly, and maintaining a smooth flow of traffic
• Versatility in roles including front counter, drive-thru, and other service areas to meet varying demands
FRAUD DETECTION SPECIALIST
02/2022 - 08/2022
PSCU Inc. , Remote
• Managed inbound and outbound calls to address account inquiries and security verifications
• Conducted thorough reviews of account activity with cardholders to ensure security and prevent fraud
• Facilitated completion of lost or stolen fraud reports, ensuring prompt resolution for cardholders
• Removed temporary holds from accounts following established security protocols
• Analyzed reports and individual transactions for suspicious activity to detect and prevent fraud
CUSTOMER SERVICE REPRESENTATIVE
10/2021 - 02/2022
Iqor , Remote
• Provided customer support by answering inquiries about policies and procedures with a friendly and knowledgeable approach
• Troubleshot customer devices and filed tickets to resolve issues promptly
• Managed customer calls promptly, minimizing on-hold times and ensuring timely resolution of concerns
CUSTOMER SERVICE SUPERVISOR
08/2019 - 10/2021
Food Lion , Charlotte, NC
• Balanced cash drawer meticulously at the start and end of each shift, investigating and resolving any discrepancies
• Handled refunds and exchanges efficiently across various products
• Trained new retail team members in customer-focused strategies, maintaining high standards
• Ensured customer satisfaction by swiftly processing payments, bagging purchases, and providing exceptional support
CERTIFIED NURSE ASSISTANT
09/2018 - 03/2019
Elderwood , Niagara Falls, NY
• Monitored patient conditions vigilantly, promptly reporting issues to RNs to ensure patient safety
• Enhanced patient quality of life by assisting with daily activities and providing non-medical care such as laundry, food preparation, and room maintenance
• Provided emotional support, companionship, and engaged patients in recreational activities
• Safely transferred patients between beds, wheelchairs, and other locations
CASHIER
09/2017 - 09/2018
Walmart , Niagara Falls, NY
• Ensured clean, organized, and well-stocked checkout areas with a focus on attractive displays
• Maintained accurate register totals through careful counting and securing of cash
• Provided prompt and comprehensive support to satisfy customer needs
• Ensured customer satisfaction by efficiently processing payments and bagging purchases with precision using POS system
SHIFT SUPERVISOR
01/2017 - 08/2017
FDY Inc. , Charlotte, NC
• Managed employees by overseeing training, monitoring performance, and addressing disciplinary actions
• Coordinated regular store cleaning and product resets to maintain optimal appearance
• Fostered employee satisfaction and productivity through consistent training, mentoring, and support
• Ensured attractive and well-organized displays with regular updates
• Met customer demands by maintaining adequate stock levels of common and high-demand items
• Monitored inventory levels and requested new stock to maintain service levels
• Maintained daily updates of office files and kept records organized
CUSTOMER SERVICE REPRESENTATIVE
06/2016 - 01/2017
Convergys , Charlotte, NC
• Consistently demonstrated high-quality service standards when handling customer requests
• Managed customer escalations and transfers with professionalism, ensuring a calm atmosphere
• Successfully met inbound customer needs while adhering to strict performance targets
• Provided friendly and knowledgeable responses to customer inquiries about policies and procedures
• Assisted inbound callers by providing directions to various locations
CUSTOMER SERVICE REPRESENTATIVE
11/2015 - 06/2016
Iqor , Charlotte, NC
• Contributed to billing accuracy by determining charges for services, collecting deposits, and arranging long-term payment plans
• Answered inbound calls specifically regarding cell phone bills
• Established payment arrangements and processed payments efficiently
OFFICE ASSISTANT
10/2010 - 11/2015
Vacations Getaways and Moore , Remote
• Ensured security by shredding old records and confidential information, eliminating potential risks
• Maintained a highly organized office file system for quick retrieval of records
• Managed vacation itineraries and effectively communicated with customers with minimal supervision
• Handled inbound calls related to travel inquiries and assistance

EDUCATION

HIGH SCHOOL DIPLOMA
09/2003 - 06/2007
South Park High School , Buffalo, NY

SKILLS