Shane Carr
Casselberry
Summary
Customer Service Representative with a focus on driving satisfaction and loyalty through strategic problem-solving and communication. Successfully managed complex technical support issues, achieving high customer satisfaction scores and operational excellence across multiple roles.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Advisor
Concentrix
Lake Mary
03.2025 - 05.2026
- Provided advanced technical support for Apple products and services, including iPhone, iPad, Mac, Apple Watch, AirPods, Apple TV, and iCloud.
- Diagnosed and resolved hardware, software, connectivity, and account-related issues for customers through phone, chat, and remote support channels.
- Guided customers through troubleshooting for macOS, iOS, iPadOS, watchOS, Apple ID, iCloud, Wi-Fi, Bluetooth, and device synchronization issues.
- Utilized Apple support tools and diagnostic resources to identify solutions, improving first-contact resolution for customer issues.
- Delivered exceptional customer experiences by maintaining high customer satisfaction scores and achieving key performance metrics for resolution time and quality assurance.
- Educated customers on Apple ecosystem integration, device features, security best practices, data backup, and service options to maximize product adoption and retention.
- Documented technical cases and conducted root-cause analysis to enhance knowledge base and support processes.
- Collaborated with cross-functional teams to resolve escalated customer concerns while ensuring compliance with Apple service standards and policies.
- Mentored and coached newly hired technical advisors, enhancing their troubleshooting skills and familiarity with Apple support tools and case management procedures.
Store Manager
Pizza Hut
Casselberry
02.2024 - 03.2024
- Managed stock levels and pricing strategies to optimize inventory turnover and support sales objectives.
- Implemented strategies to maximize profitability and enhance productivity across operations, contributing to overall business success.
- Established sales targets to guide team performance and drive revenue growth.
- Motivating staff to meet sales targets.
- Training and supervising staff.
- Recruiting and appraising staff.
- Addressed customer complaints and queries to ensure satisfaction and resolve issues.
- Developed and monitored departmental budgets to ensure financial compliance and informed spending decisions.
- Maintaining financial and statistical records.
Cashier/Stocker
PetSmart
Casselberry
05.2023 - 02.2024
- Greeted customers in a timely fashion while quickly determining their needs.
- Recommended merchandise to customers, enhancing their shopping experience and satisfaction.
- Responded to customer questions and requests in a prompt and efficient manner.
- Cultivated customer relationships, fostering loyalty and encouraging repeat business.
- Coordinated with other store locations to ensure optimal merchandise availability for customers.
- Completed all cleaning, stocking and organizing tasks in assigned sales area.
Uber Eats Driver
Uber
Plano
04.2022 - 05.2023
- Delivered goods and services to customers on time and in excellent condition.
- Planned optimal routes to minimize delays and maximize time efficiency.
- Leveraged GPS to optimize delivery routes, ensuring timely order fulfillment.
- Maintained professional conduct with clients, enhancing customer service experience.
- Interacted with customers pleasantly to meet needs and drive satisfaction.
- Provided regular updates to customers on their orders, improving communication and satisfaction.
- Verified order accuracy by checking items against customer requests prior to delivery.
- Resolved customer needs and adjusted orders.
- Followed safety rules to keep a clean driving record with no accidents or incidents.
Logistics Specialist
Fortress Solutions
Plano
09.2018 - 04.2022
- Recipient 2020 Top Shipper of the year across the organization.
- Created service tickets, updated and tracked inventory locations, and coordinated scheduled cycle counts to enhance operational accuracy.
- Received shipments using scanning technology to ensure accuracy.
- Tracked and monitored ticket due dates to ensure timely shipments and compliance with delivery schedules.
- Process the packaging of company and customer owned equipment as well as working with freight companies to schedule pickups and deliveries.
- Assist in maintaining central and offsite warehouse locations and parts inventory.
- Ordered shipping and warehouse supplies, reviewed freight invoices for accuracy, and submitted them to accounts payable to maintain budget integrity.
- Recipient October 2020 Employee of the Month.
Customer Service
Stacy Cleaners
Allen
07.2017 - 09.2018
- Resolved customer inquiries at front desk, enhancing guest satisfaction.
- Prepared clothing items for customer pick-up, ensuring timely service delivery.
- Conduct dry cleaning mobile services including customer pick-up and delivery.
- Checked in and tagged clothing, updating inventory system for accurate tracking.
Customer Service
Cellphone Repair Guys
Frisco
08.2015 - 02.2016
- Delivered customer service to guests, enhancing their shopping experience.
- Processed cash and credit card sales efficiently, ensuring accurate transactions.
- Preparing the store for opening.
- Conducted maintenance tasks in store to maintain functionality and ensure safety standards.
Education
Highschool Diploma -
Allen High School
Allen, TXSkills
- Technical Knowledge
- Complex Problem Solving
- Monitoring
- Time Management Skills
- Organizational Skills
- Customer Client Focused
- Client Relationship
- Effective Communication
- Negotiation
- Critical Thinking
- Detail Oriented
- Social Perceptiveness
- Quick Learner
- Reading Comprehension
Certification
Emotional Intelligence
Timeline
Technical Advisor
Concentrix
03.2025 - 05.2026
Store Manager
Pizza Hut
02.2024 - 03.2024
Cashier/Stocker
PetSmart
05.2023 - 02.2024
Uber Eats Driver
Uber
04.2022 - 05.2023
Logistics Specialist
Fortress Solutions
09.2018 - 04.2022
Customer Service
Stacy Cleaners
07.2017 - 09.2018
Customer Service
Cellphone Repair Guys
08.2015 - 02.2016
Highschool Diploma -
Allen High School