ANDREW MCKENZIE
Agawam,MA
Summary
Detail-oriented team player with strong organizational skills. Proven ability to effectively manage and prioritize multiple projects simultaneously, ensuring a high degree of accuracy in all tasks. Adept at coordinating and collaborating with cross-functional teams to achieve shared goals and deliver exceptional results. Committed to continuous improvement and staying up-to-date with industry trends and best practices.
Overview
34
34
years of professional experience
Work History
Service Support Representative
Massachusetts Rehabilitation Commission
11.2022 - 08.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Escalated complex or unresolved customer issues to appropriate management or technical teams for further investigation and resolution.
- Utilized various CRM tools and systems efficiently to manage customer information, track issue progress, and monitor overall departmental performance metrics.
- Managed high-volume inbound calls, maintaining professional demeanor while effectively addressing customer concerns.
Mate/Lead Customer Service Representative
Falmouth Marina
07.2020 - 10.2022
- Conducted regular drills to maintain proficiency in essential skills such as firefighting, life-saving techniques, and damage control procedures.
- Streamlined onboard procedures for efficiency, resulting in reduced port turnaround times.
- Prioritized safety procedures when operating vessels, controlling speed, berthing and unberthing, giving optimal protection to crew and equipment.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Customer Service Representative
Horn Blower Boston Harbor Cruises
08.2019 - 08.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Managing Director
Max Diving Services
09.2005 - 06.2018
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Developed comprehensive business plans, outlining long-term goals and actionable steps toward success.
- Delivered consistent revenue growth by identifying new business opportunities and expanding service offerings.
- Directed large-scale projects from inception to completion on time/budget with strict adherence to quality standards.
- Expanded market presence through successful negotiation of key partnerships and acquisitions.
- Boosted company market share by leading strategic partnerships and negotiations with key industry players.
- Revitalized company's online presence, launching user-friendly website and engaging social media platforms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
Leading Seaman
Jamaica Defense Froce Coast Guard
09.1989 - 12.1999
- Played a key role in maintaining ship morale by organizing recreational activities and fostering camaraderie among crew members.
- Collaborated with other departments onboard to execute complex missions effectively while adhering to strict timelines.
- Mentored junior personnel, providing guidance on career growth opportunities within the Navy structure.
- Assisted in search-and-rescue operations, contributing to efficient recovery efforts and saving lives at sea.
- Served as an integral member of a boarding team during counter-piracy operations, ensuring the security of international shipping lanes.
- Moored vessels to wharfs with proper use of correct lines.
- Met requirements for government-issued certifications, keeping ship in full compliance.
- Conducted thorough navigation planning for successful voyages and on-time arrivals.
- Streamlined vessel inspections by developing comprehensive checklists for the assessment of shipboard systems.
Education
Master’s in legal law (LLM) Maritime law -
University of Miami School of Law
Coral Gables, FL05.2024
Master’s in legal law (LLM) Specialization Maritime Law -
University of London
08.2022
Civil Litigation Legal Research certificate course -
Bryant and Stratton College
Buffalo, NY10.2021
Bachelor’s in legal law (LLB) -
University of Technology
Kingston, Jamaica06.2016
BSc, International Shipping & Logistics and Supply-chain Management -
Caribbean Maritime University
Kingston, Jamaica06.2011
Skills
- US Coast Guard: Maritime Law Enforcement Certificate
- US Navy Dive School certified: SCUBA Diver
- Caribbean Maritime University: Marine Emergency Rescue Training Certificate
- Strong Work Ethic
- Customer Service
- Attention to Detail
- Multitasking and Organization
- Excellent Communication
English
My english is excellent. I was born and raised in an english speaking country.
Timeline
Service Support Representative
Massachusetts Rehabilitation Commission
11.2022 - 08.2023
Mate/Lead Customer Service Representative
Falmouth Marina
07.2020 - 10.2022
Customer Service Representative
Horn Blower Boston Harbor Cruises
08.2019 - 08.2022
Managing Director
Max Diving Services
09.2005 - 06.2018
Leading Seaman
Jamaica Defense Froce Coast Guard
09.1989 - 12.1999
Master’s in legal law (LLM) Maritime law -
University of Miami School of Law
Master’s in legal law (LLM) Specialization Maritime Law -
University of London
Civil Litigation Legal Research certificate course -
Bryant and Stratton College
Bachelor’s in legal law (LLB) -
University of Technology
BSc, International Shipping & Logistics and Supply-chain Management -
Caribbean Maritime University
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