Shaina Odum
Caremark .
Orlando
1
Language
16
years of professional experience
Technical Support Representative resolving phone and email issues across hardware and software products. Diagnoses technical problems, guides step-by-step troubleshooting, and keeps product knowledge current to deliver accurate recommendations. Brings active listening, problem-solving, and clear documentation to high-volume customer support.
Work History
PHARMACY CUSTOMERS SERVICE
2 Years- Handled [number] prescription inquiries weekly while guiding patients to the right pharmacy information.
- Guided patients through medication pickup, prescription status, and basic process questions.
- Coordinated with pharmacists to explain medication usage, side effects, and adherence guidance.
- Handled cash register transactions, processed payments, and issued receipts accurately.
- Supported promotional activities that increased customer engagement at the pharmacy counter.
- Maintained accurate prescription records and pharmacy workflow support throughout daily shifts.
CUSTOMER SERVICE
2 Years 4 Months- Handled [number] customer inquiries daily through phone channels with professionalism and clear communication.
- Managed high-volume customer interactions across phone, email, and live chat while maintaining responsive service.
- Addressed difficult customer complaints with empathy and professionalism to protect satisfaction and trust.
- Streamlined the return and exchange process to improve customer satisfaction during service recovery.
- Used CRM software to track customer interactions and maintain detailed case records for follow-up.
- Maintained accurate support notes and recommendations to strengthen issue resolution and continuity.
TECHNICAL SUPPORT REPRESENTATIVE
1 Year 5 Months- Delivered technical support to customers by phone and email with a professional, service-focused approach.
- Diagnosed hardware and software problems, then guided customers through clear, step-by-step solutions.
- Maintained current product knowledge to provide accurate support, recommendations, and consistent customer service.
CUSTOMER SERVICE REPRESENTATIVE
2 Years 5 Months- Resolved customer inquiries and complaints efficiently while maintaining a professional, service-focused approach.
- Managed high-volume calls and delivered consistent support while following company policies and banking regulations.
- Maintained detailed records of customer interactions and transactions to support accurate follow-up and account history.
- Participated in team meetings to discuss performance goals, service strategies, and opportunities to improve product knowledge.
Customer Financial Services Representative
3 Years 1 Month- Respond to customer inquiries regardingbank accounts, payments, loans, creditcards, and otherfinancial services.
- Assist customers with account questions,billing concerns, transaction disputes, andpayment issues.
- Process financial transactions, payments,deposits, and account updates accurately.
- Review customer accounts and verify informationwhile maintaining confidentiality.
- Explain financial products, services, policies,fees, and procedures.
- Investigate and resolve customer complaintsand discrepancies.
- Identify potential fraudulent activity andreport suspicious transactions.
- Maintain accurate customer records anddocument all interactions.
- Follow company policies, financial regulations,and security procedures.
- Provide professional, friendly, and efficientcustomer service.
- Refer customers to appropriate departmentswhen additional assistance is needed.
HOME HEALTH AID
4 Years 4 Months- Administered medications and monitored patient conditions, documenting changes to support ongoing care.
- Coordinated individualized care plans with healthcare professionals and completed ongoing training on best practices.
- Offered steady emotional support to patients and families through clear communication and active listening.
- Assisted with mobility exercises and maintained CPR and first aid readiness for patient safety.
- Kept homes clean and safe through laundry, cleaning, and grocery shopping for patients.
CASHIER/CUSTOMER SERVICE
2 Years 3 Months- Delivered friendly service by answering questions, addressing concerns, and maintaining a positive checkout experience.
- Promoted store promotions and loyalty programs to support customer engagement and repeat visits.
- Kept the checkout area clean and organized to support an efficient shopping environment.
- Trained new employees on cash handling procedures and customer interaction standards.
- Used point-of-sale systems to process purchases and prepare daily sales reports.
CUSTOMER SALES REPRESENTATIVES
2 Years- Achieved 150% of quarterly sales targets through effective negotiation and closing techniques.
- Used CRM software to track sales activity and maintain organized customer interaction records.
- Built customer loyalty by delivering responsive service and consistent follow-up support.
- Drove additional revenue through upselling techniques aligned to customer needs.
- Conducted market research to identify customer preferences and guide sales conversations.
- Resolved customer complaints promptly, preserving positive shopping experiences.
RESERVATION SPECIALIST
1 Year 2 Months- Built strong relationships with travel agencies and corporate clients to streamline booking coordination and repeat business.
- Processed and confirmed reservations in property management systems while maintaining accurate booking records.
- Handled reservation issues with de-escalation and problem-solving to support high customer satisfaction.
Education
Certified Nursing Assistant
Diploma
Skills
Customer service
Call handling
De-escalation
Multichannel communication
Escalation management
Case documentation
CRM data entry
Scheduling coordination
Payment processing
Process adherence
Personal Information
Title: CUSTOMER SERVICE
LANGUAGES
English | Native
Timeline
PHARMACY CUSTOMERS SERVICE
Caremark .
12.2022 - 12.2024Read More
CUSTOMER SERVICE
continuum Global solution.
07.2020 - 11.2022Read More
TECHNICAL SUPPORT REPRESENTATIVE
Asurion.
11.2018 - 04.2020Read More
CUSTOMER SERVICE REPRESENTATIVE
Dialog direct.
09.2016 - 02.2019Read More
Customer Financial Services Representative
Bank of America
07.2013 - 08.2016Read More
CASHIER/CUSTOMER SERVICE
Toy r us .
08.2011 - 11.2013Read More
HOME HEALTH AID
First light home care .
03.2011 - 07.2015Read More
RESERVATION SPECIALIST
Marriott international .
01.2009 - 03.2010Read More
CUSTOMER SALES REPRESENTATIVES
Orlando sentinel .
12.2008 - 12.2010Read More
Orlando High School
Diploma
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Central Health Institute
Certified Nursing Assistant
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