Ebony Shepard
@ebonyshepard
Customer Service Representative with 8+ years in high-volume support, remote communication, and logistics-minded delivery coordination.
United StatesWhat I'm looking for
I’m a Customer Service Representative with 8+ years of experience in high-volume customer support, remote communication, and fast-paced environments. I’m known for managing time efficiently, resolving issues professionally, and maintaining accuracy under pressure—whether I’m supporting customers by phone/chat/email or coordinating service end-to-end.
In delivery work as an independent contractor, I completed food, retail, and package deliveries while maintaining excellent customer service. I plan efficient delivery routes using GPS and navigation apps, handle time-sensitive and high-priority orders, and communicate updates to customers and support teams. I also follow detailed delivery instructions, verify successful drop-offs through photo documentation, and maintain reliability and safe driving practices.
From call center and scheduling experience, I’ve memorized product and service offerings, documented conversations and resolutions accurately, and coordinated appointment scheduling, cancellations, medical records, and X-rays. I handle confidential and sensitive information with professionalism, stay courteous and calm during escalated situations, and use active listening, problem-solving, and conflict resolution to keep customers feeling supported and valued.
Experience
Work history, roles, and key accomplishments
Independent Delivery Driver
DoorDash & Roadie
Jan 2021 - Present (5 years 6 months)
Completed food, retail, and package deliveries while maintaining excellent customer service. Planned efficient GPS-based routes, handled time-sensitive orders, communicated delivery updates, and verified drop-offs with photo documentation.
Customer Service Representative
Teleperformance – TurboTax
Mar 2025 - Apr 2025 (1 month)
Provided customer support via phone, chat, and email while maintaining professionalism during high call volume. Demonstrated multitasking and problem-solving skills and maintained accurate documentation during peak tax season.
Customer Service Agent / Scheduler
Aspen Dental Management (TAG)
Jul 2022 - Mar 2024 (1 year 8 months)
Provided remote customer service and coordinated appointment scheduling, cancellations, medical records, and X-rays. Handled escalated situations professionally, documented conversations and resolutions, and met service standards.
Assisted 60+ customers daily while maintaining professionalism and customer retention. Resolved concerns using active listening and problem-solving, managed customer data in spreadsheets and company software, and escalated issues when needed.
Call Center Agent (Temp)
Randstad
Jun 2017 - Jun 2018 (1 year)
Handled customer calls and customer email inquiries professionally. Researched issues using company databases, processed orders/forms/applications accurately, and escalated priority issues while routing calls appropriately.
Customer Service & Multi-Dept Assoc
Joe V’s Smart Shop
Dec 2014 - Apr 2017 (2 years 4 months)
Cross-trained across cashiering and multiple departments, including produce, bakery, and grocery. Provided customer support, operated POS systems with high accuracy, maintained cleanliness/stocking during high-volume shifts, and trained new employees on procedures.
Provided fast, friendly customer service during high-volume shifts. Operated registers and drive-thru systems, supported food prep station operations, and trained/supervised team members during busy periods.
Education
Degrees, certifications, and relevant coursework
Houston Community College
Associate of Arts (A.A.), Business
Pursuing an A.A. in Business at Houston Community College, with an expected completion in 2027.
Channelview High School
High School Diploma, High School
Grade: 3.5 GPA
Activities and societies: Honor Roll; Perfect Attendance.
Earned a High School Diploma with a 3.5 GPA, Honor Roll recognition, and perfect attendance.
Availability
Location
United StatesAuthorized to work in
Job categories
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