Luke Sheppard

As an internal auditor I review business operations, finances, processes, and controls to make sure everything is accurate, efficient, and following company and government regulations.

• Direct a 5-person front of house team during peak business season, driving net sales from $3k to $7k through real time interpersonal communication, leadership and task delegation skills. • Increased customer survey reviews from a score of 40% to 65% during the span of 3 months by using exceptional customer service skills and taking the initiative to coach other staff members with different approaches to lift our guest surveys. • Processed 150+ daily transactions and reconciled cash registers with 99% accuracy by introducing a double count procedure. • Interacted with 150+ customers per day by providing friendly and consistent customer service combined with a consistent low average waiting time to ensure maximized satisfaction.

• Responsible for the day-to-day operations of a high-volume location, while having the ability to partner with the general manager to decrease the labor to sales ratio store. • Assigned responsibilities during down time to keep team members on task by motivating the team to complete cleaning, prep work, and encouraged proactiveness in solving problems before they arise. • Earned the ServSafe supervisor certification to take on the shift lead position which included 20+ hours of additional training outside of work resulting in a promotion to shift lead. • Resolved customer issues on the spot by actively listening to their concerns and offering tailored solutions to improve their experience. Turning 8 of 10 dissatisfied customers into repeat visitors. • Balanced order assembly, POS operations and lobby upkeep to sustain efficient speed of service and continued customer satisfaction.

• Prepared and filed federal and state tax returns for low-income clients, ensuring accurate and timely submissions. • Collaborated with a diverse volunteer team and provided excellent customer service to a high client volume while maintaining professionalism under pressure. • Ensured compliance with tax regulations by completing IRS certification.

• Processed premium payments and policy renewals for 200+ clients to keep continuous insurance coverage and help aide State Farm in their monthly targets. • Productively scheduled and confirmed customer meetings with the three agents in the office by utilizing the software provided, reducing calendar gaps and improving client touchpoints.

• Watched up to 50 patrons in 2 different pools complying with certification requirements for CPR, AED, first aid, and emergency procedures. • Redirected behaviors and communicated new policies to patrons complying with Covid-19 related rules.