Shane McAfee
@shanemcafee
Customer-focused support and quality professional improving customer experience through technical support, Salesforce case management, and coaching.
United StatesWhat I'm looking for
I’m a customer-focused professional with deep experience in customer support, technical support, and quality assurance. Across roles from front-line technical assistance to quality leadership, I build trust by understanding customer goals and delivering solutions that improve satisfaction and retention.
In quality-focused positions, I evaluated customer interactions for service quality and compliance, delivered actionable coaching, and partnered with leadership to implement service improvements. I also managed quality audits and worked with cross-functional stakeholders to strengthen service delivery and client engagement.
Most recently, I’ve been providing call center support for Plan 401(k) Services and managing assigned support cases via Salesforce, while partnering with leadership to help retain accounts flagged for termination/transfer. My background also includes outbound sales, where I analyzed performance data to optimize campaigns and drive ROI, plus recruitment work managing candidate and hiring-manager expectations.
Experience
Work history, roles, and key accomplishments
Provide call center support for Plan 401(k) Services and deliver quality support to participants and plan administrators. Manage support cases in Salesforce and support account retention efforts identified for termination or transfer.
Evaluate customer interactions for service quality, compliance, and positive customer experience. Provide coaching and partner with leadership to implement service improvements that boost customer satisfaction scores.
Build and maintain relationships with small business clients to help achieve their marketing goals. Analyze performance data to optimize campaigns and drive ROI, leading to a promotion to Quality Analyst.
Collaborate with a senior recruiter to manage recruitment for field operations roles and support a seamless candidate experience. Communicate with candidates and hiring managers to align expectations and timelines.
Lead quality audits to enhance customer interactions and service excellence. Build internal partnerships to improve service delivery and client engagement, and receive Employee Excellence Awards for Client Service and Leadership.
Rep1, Customer Service Video Repair
Spectrum
Jun 2017 - Jan 2018 (7 months)
Deliver technical and service support to resolve issues in a timely manner and maintain a positive customer experience. Educate customers on optimizing services to improve satisfaction and reduce repeat calls.
Manage high-priority customer escalations with professionalism and urgency. Partner with technical teams to deliver swift and effective solutions.
Education
Degrees, certifications, and relevant coursework
SUNY Empire State College
Master of Business Administration (MBA)
Completed 24 credits toward a Master of Business Administration (MBA).
SUNY Empire State College
Bachelor of Science, Interdisciplinary Studies (Organizational Communication)
Earned a Bachelor of Science in Interdisciplinary Studies with a focus in Organizational Communication.
SUNY Monroe Community College
Associate of Applied Science (AAS), Computer Information Systems
Completed an Associate of Applied Science (AAS) in Computer Information Systems.
United States Navy
Hospital Corpsman
Trained as a Hospital Corpsman with the United States Navy.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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