Shay Wakefield
Clearwater,FL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Computer Generated Solutions, Inc.
02.2023 - Current
- Accept inbound technical support calls
- Process tickets submitted online
- Follow up with end users to collect additional information as needed
- Communicate updates on case and repair status through email, phone call, or SMS
- Work with end users to troubleshoot issues and determine the best resolution
- Order and dispatch parts and technician to end user location to service machines
- Accurately and quickly document all end user communication
- Provide repair and troubleshooting service within warranty limits.
Guest Experience Team Lead
Clearwater Marine Aquarium
05.2021 - 02.2023
- Oversee department day to day functions
- Write daily lead reports to ensure constant and clear communication throughout department
- Assist with management of staff, volunteers, and interns
- Identify needs, recommend changes, and offer creative ideas to improve the guest experience
- Respond to unhappy guests, resolve guest issues within the company guidelines
- Respond to medical issues and provide the appropriate first aid or escalation
- Manage department inventory and budget via Excel
- Train staff, volunteers, and interns and monitor training progress
- Conduct one on one coaching sessions with associates to ensure they reach training goals
- Utilize Microsoft Outlook, Microsoft Word, PowerPoint, and Excel as needed to fulfill department needs
- Collaborate with outside departments via email, phone, or text to ensure a consistent guest experience
- Interact with guests throughout the facility to ensure a positive guest experience.
Guest Experience Associate
Clearwater Marine Aquarium
12.2019 - 05.2021
- Guide 45 minute walking tours
- Give on microphone presentations about the aquarium and animals to guests
- Help answer guest questions and direct guests throughout the facility.
Sales Associate/Customer Service
Once Upon a Child
03.2019 - 09.2019
- Identified sales opportunities and acted on leads
- Answered product and service related questions
- Provided outstanding customer service
- Stocked items
- Answered phones in a timely and friendly fashion.
Sales Associate/Customer Service
Yankee Candle Company
08.2018 - 11.2018
- Managed POS area and complete transactions
- Assist customers efficiently
- Restock and reorganize shelves and displays as needed
- Unpacking and receiving shipments
- Answer phones quickly and in a friendly manner.
Bartender
Philadelphia Phillies
02.2018 - 04.2018
- Seasonal position, fulfilled season contract
- Take orders and serve customers efficiently
- Track and manage inventory sold
- Work with support team to ensure station is properly stocked at all times
- Operate POS station and provide correct change.
Education
High school or equivalent -
Osceola High School
Seminole, FL06.2017
Skills
- Customer Service (5 years)
- Microsoft Office (3 years)
- Microsoft Powerpoint (5 years)
- Windows (5 years)
- Microsoft Excel (3 years)
- Microsoft Dynamics 365 (Less than 1 year)
- Technical Support
- Technical support
- CRM software
Timeline
Technical Support Representative
Computer Generated Solutions, Inc.
02.2023 - Current
Guest Experience Team Lead
Clearwater Marine Aquarium
05.2021 - 02.2023
Guest Experience Associate
Clearwater Marine Aquarium
12.2019 - 05.2021
Sales Associate/Customer Service
Once Upon a Child
03.2019 - 09.2019
Sales Associate/Customer Service
Yankee Candle Company
08.2018 - 11.2018
Bartender
Philadelphia Phillies
02.2018 - 04.2018
High school or equivalent -
Osceola High School
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