Craig Shepherd

Objective Dynamic and skilled professional with extensive experience in multitasking, de-escalation, live chat support, B2B, B2C, crisis management, and more. Background in customer service, sales, dispatch, freelance work, technical and billing support. Proven ability to thrive in high-pressure environments equipped with the skills necessary to excel in diverse roles. Professional Experience Data Entry Specialist Five Star Collectibles – Streetsboro, OH April 2021 – Present Work approximately 25 hours on an as-needed basis transitioning to full-time as required while managing multiple positions simultaneously. Responsible for entering, pricing, and researching sports cards, autographs with certificates of authenticity, and other sellable items using keyword optimization. Utilize multiple online platforms including eBay, TCGPlayer, and over 26 COA sites to gather data and post items to proxibid.com. Efficiently manage technology tools such as text expanders and ChatGPT to enhance data entry accuracy and speed. Capture and upload product images to websites as part of the sales process. Appointment Setter and Data Entry Specialist Outsource Marketing April 2019 – Present Manage a B2B environment handling inbound and outbound calls to facilitate client relations, sales, and operational processes with a primary focus on appointment setting. Update and maintain databases for over 20 diverse programs across medical, automotive, banking, and other sectors. Perform lead generation using ChatGPT to acquire phone leads authorized for research purposes. Apply program-specific knowledge to meet company requirements and enhance operational efficiency including data entry. Work on a remote cloud-based server through a VPN and a data entry application. Independent Associate LegalShield April 2011 – December 2020 (Intermittent/Full-time) Leveraged online advertisements and personal initiatives for lead generation while working intermittently/full-time alongside other positions. Managed subscriptions and processed orders for legal plans, identity theft protection, and business services. Provided comprehensive support to members explaining plan benefits and assisting with enrollment. Applied strong sales skills to meet goals and bridge employment gaps demonstrating adaptability and consistent professional engagement. Claims Intake Specialist Sedgwick February 2020 – June 2020 Assisted in the classification of claims including Workers' Compensation, Disability, Auto Liability, Property Claims, and Job Accommodations. Analyzed and processed COVID-19-related claims adhering to client-specific procedures. Managed multi-tasking programs performing detailed computer entries, research, and problem-solving. Entered information into company-specific programs for further processing by the underwriting team or claims adjusters. Emergency Customer Service Representative AAA Emergency Roadside Assistance August 2017 – January 2019 Handled inbound emergency roadside assistance calls using internal programs for record-keeping and driver dispatch. Utilized Bing Maps, Google Maps, and Google Earth for location tracking and ETA accuracy. Resolved ETA issues and de-escalated customer concerns by collaborating with the tier 2 dispatch team. Managed membership sign-ups for non-members seeking emergency services while educating them on immediate usage rules. Alarm Dispatcher Securitas Electronic Security January 2017 – August 2017 Managed service ticket updates, setup, and fulfillment for alarm systems. Conducted both outbound and inbound calls to investigate and respond to alarm triggers for residential and commercial accounts. Used dual monitors and MAS software for alarm monitoring and email processing. Handled fire alarms, burglary alarms, medical emergency alarms, and service alarms ensuring proper functionality and timely response. Command Center Team Leader U.S. Security Associates October 2013 – January 2017 Oversaw operations at the Hudson, OH location while supporting 14 nationwide accounts through phone monitoring. Coordinated wellness checks and conducted procedure education via hourly calls. Managed correspondence and utilized hotkeys for efficient communication. Monitored various programs to ensure accurate recording of site-specific information. Command Center Associate Guardsmark LLC January 2012 – September 2013 Managed incoming calls and directed callers to appropriate departments. Coordinated logistics for truck drivers liaising with shipping and receiving departments. Oversaw truck driver sign-ins to ensure compliance with procedural guidelines. Tech/Billing Support Specialist Arise (On behalf of AT&T) October 2011 – January 2012 Handled incoming calls to resolve technical and billing issues using specialized programs. Provided technical support and administered discount programs for AT&T employees within a B2B environment. Offered live chat support utilizing shortcut messaging technology for enhanced response efficiency. Security Officer Allied Barton Security April 2007 – October 2011 Managed visitor and carrier information for badge creation and reporting. Handled incoming calls for Johnson Control and AT&T ensuring proper routing. Coordinated with personnel to inform them of visitors ensuring smooth and secure entry. Ensured building security by verifying and granting access to authorized individuals. Factory Worker Hardliners Inc LLC October 2004 – March 2007 Collected stock for shipment scanned UPC codes and ensured proper tracking of inventory. Customer Service Representative Infocision August 2002 – September 2004 Educated inbound callers on Enzyte benefits and conducted surveys with a B2C approach. Made outbound calls for the NRCC’s Business Advisory Council and NRA membership engagement. Customer Service Representative Ameridial Inc. July 2000 – July 2002 Verified and entered data for various programs. Conducted outbound calls to encourage informational letter distribution. Leveraged company programs for scripted responses and employee training. Special Skills ChatGPT Expertise: Independently utilized ChatGPT for lead generation, research, and process streamlining significantly enhancing productivity. Text Expander Proficiency: Self-taught in text expander tools to improve data entry accuracy and efficiency. Adaptability: Recognized as a top performer for quickly adapting to new programs and increasing employment numbers. Proactive Initiative: Consistently managed and sustained personal projects during employment gaps. Professional Review “Craig is a very caring, considerate, conscientious agent and teammate. He will take the extra effort to ensure he is providing the most accurate, detailed information. Able to transition from one program to the next with minimal supervision. High-level computing skills and a vast array of knowledge. Craig is a receptive, communicative, and coachable asset to any organization.”