Shauntai McFarland
@shauntaimcfarland
I’m a remote customer service representative who resolves complex issues, leads teams, and optimizes operations.
United StatesWhat I'm looking for
I’m a resourceful customer service professional with 5+ years of experience across retail, food service, and remote support. I deliver high-volume inbound/outbound customer care with a strong focus on accuracy, professionalism, and data security, while adapting quickly to new systems in fast-paced virtual environments.
I also build capability in others: as a Remote Team Lead / Subject Matter Expert (SME), I trained and onboarded new agents, provided real-time support during live calls, and handled supervisor escalation calls to resolve complex member concerns. Earlier, as an Assistant Manager, I led daily operations, managed inventory and scheduling, and mentored team members to improve performance—bringing the same communication, problem-solving, and continuous learning mindset to every interaction.
Experience
Work history, roles, and key accomplishments
CHRemote Team Lead SME
CVS Health
Oct 2025 - Jan 2026 (3 months)
Trained and onboarded new agents and provided real-time live-call support to ensure accuracy, compliance, and confidence. Resolved complex member concerns via escalation, coached agents on best practices, and coordinated daily issue resolution between agents and leadership.
CHRemote Customer Support
CVS Health
Dec 2024 - Jan 2026 (1 year 1 month)
Delivered high-volume inbound and outbound customer support, resolving member inquiries with care and accuracy while maintaining professionalism and data security. Adapted quickly to new tools and systems in a fast-paced work-from-home environment.
Assistant Manager
Smallcakes Cupcakery & Creamery
Jun 2023 - Nov 2024 (1 year 5 months)
Led daily operations including cash handling, inventory management, and order scheduling while maintaining brand standards. Mentored and trained team members and resolved customer concerns to ensure a positive in-store experience.
Lead Cashier
Smallcakes Cupcakery
Oct 2021 - Nov 2024 (3 years 1 month)
Managed cash transactions, order processing, and customer interactions with accuracy and efficiency while multitasking across opening, closing, and production support. Supported a team-oriented workflow to help ensure smooth shift performance.
Cashier & Customer Service
Value Village
Jun 2020 - Jan 2021 (7 months)
Provided customer assistance with purchases, inquiries, and concerns while maintaining organized stock and merchandise. Supported day-to-day sales floor readiness through inventory and display upkeep.
Education
Degrees, certifications, and relevant coursework
GCGwinnett Technical College
Interdisciplinary Healthcare Studies
Attended Gwinnett Technical College in 2023 for Interdisciplinary Healthcare Studies, later shifting focus to self-development.
South Gwinnett High School
High School Diploma, High School
Earned a High School Diploma from South Gwinnett High School in 2021.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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