Shakir McCain
Tempe,AZ
Summary
Talented Customer Support Representative with a gift for understanding needs of both potential and existing customers. Proven skill in resolving problems quickly on first call. Committed to empathy, assurance, problem resolution, and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Warehouse Associate
Amazon
07.2023 - Current
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Checked packages and merchandise for damage and notified vendors.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 100 pounds
Claims Associate Auto ILR
State Farm Mutual Automobile Insurance Company
01.2023 - 06.2023
- Investigating, evaluating, negotiating, and settling claims
- Applying knowledge of policies, and insurance regulations when determining coverage, liability, & damages
- Contacting customers by telephone, written correspondence and/or various electronic media
- Effectively managing work through task driven queues while multi-tasking in fast-paced call center environment
- Supporting customers through personalized, caring, and simple interactions.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Managed over 30 customer calls per day.
Seasonal Casual Package Driver
United Parcel Service, UPS
11.2022 - 01.2023
- Seasonal/temporary position
- Delivered goods and products to customers on time and in excellent condition
- Cleaned and maintained vehicles and assessed vehicles for damage after each shift
- Completed routine pre-and post-trip inspections to evaluate vehicles and assess maintenance needs
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions
- Upheld high standards of professionalism and discretion when working with high-value clients
- Averaged 100 delivery stops daily.
Director of Music and Worship
Willow Grove Baptist, Church
09.2013 - 12.2022
- Select, plan, and rehearse music for Sunday and midweek services
- Consistently communicate with Senior Pastor and staff
- Develop and support effective musical leadership in church along with Ministry Leader
- Prepared, coordinated and distributed information about yearly schedule of activities and classes
- Identified and recruited potential volunteer workers.
- Hired, mentored and supervised instructors and volunteer staff to carry out program goals.
Service Advocate II
Farmers Insurance
05.2022 - 11.2022
- Analyze, clarify and resolve intermediate policy and account-related questions from internal and external customers
- Reviews problems and communicates with appropriate personnel to obtain information when necessary
- Responds to customer inquiries through appropriate mediums
- Attains performance level standards as outlined in performance objectives
- Continues to build personal skill set by participating in in-house or outside insurance/industry-related courses/seminars as deemed necessary to expand product/system knowledge
- Managed over 60 calls per day.
- Analyzed customers' issues and complaints and initiated corrective actions.
Enrollment Representative
University of Phoenix
09.2021 - 05.2022
- Conduct student appointments to identify students' educational goals and disseminate course and program information
- Help students understand their financial obligations while partnering with students' assigned Finance Advisor
- Provide effective communication with potential/current students via phone, email, text
- Maintained detailed and accurate records between multiple databases and programs.
- Managed over 50 calls per day.
Merchant Services Rep
DoorDash
10.2020 - 09.2021
- Provide merchants with delightful on-boarding experience and are satisfied on DoorDash platform
- Educate merchants on processes and protocols through forms, and email communication
- Monitor processes, and track case and tasks progress through Salesforce and other DoorDash software.
PSS Tech Support Representative/Peer Advisor
Asurion
07.2017 - 10.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Used ticketing systems to manage and process support actions and requests
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Mentored team members to enhance professional development and accountability in workplace.
- Handled 50-80 calls per day
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ09.2027
Skills
- Understanding Customer Needs
- Call Center Operations
- Organizational Skills
- Customer Service and Assistance
- Call Documentation
- Responding to Difficult Customers
- Technical Troubleshooting
- Collaborative Team Player
- Calm and Professional Under Pressure
- Driving
Certification
Driver's License
Music, coaching kids athletics, and playing basketball/football
Contracted Musician and Worship Leader with WSN (Worship Support Network). Former flag football coach for Core 5 flag football, and Elevate Mind & Body. Former basketball coach for Hoop Code Basketball Academy.
Timeline
Warehouse Associate
Amazon
07.2023 - Current
Claims Associate Auto ILR
State Farm Mutual Automobile Insurance Company
01.2023 - 06.2023
Seasonal Casual Package Driver
United Parcel Service, UPS
11.2022 - 01.2023
Service Advocate II
Farmers Insurance
05.2022 - 11.2022
Enrollment Representative
University of Phoenix
09.2021 - 05.2022
Merchant Services Rep
DoorDash
10.2020 - 09.2021
PSS Tech Support Representative/Peer Advisor
Asurion
07.2017 - 10.2020
Director of Music and Worship
Willow Grove Baptist, Church
09.2013 - 12.2022
Bachelor of Science - Criminal Justice
University of Phoenix