Shemar Mckenzie
Orlando,Florida
Summary
Dynamic customer service professional with a proven track record at Caremark LLC, adept at resolving conflicts and enhancing customer loyalty. Skilled in technical support and active listening, I effectively managed high-stress situations, ensuring customer satisfaction and fostering repeat business through empathetic communication and efficient problem-solving.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Caremark LLC
08.2023 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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 products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Help Desk Analyst.
Loews Hotels
01.2022 - 11.2023
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Logged support tickets and closed when issues were resolved.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Education
High School Diploma -
Cornerstone Charter Academy
Orlando, FL05-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Complaint handling
- Technical support
Timeline
Customer Service Representative
Caremark LLC
08.2023 - 04.2025
Help Desk Analyst.
Loews Hotels
01.2022 - 11.2023
High School Diploma -
Cornerstone Charter Academy
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