Open to opportunities

Shemar Reeves

@shemarreeves

Message

Customer operations and technical support leader improving enterprise customer resolution workflows.

Jamaica

Message

What I'm looking for

I’m looking for a customer operations or technical support role where I can lead service quality, resolve complex issues, and improve workflows through QA, knowledge management, and cross-functional incident coordination.

I’ve spent 11+ years supporting enterprise customers and frontline teams across remote, high-performance environments, handling complex customer and technical issues across phone, email, and chat.

At ModSquad, I led customer service for multiple U.S. enterprise clients, built operational workflows and knowledge base documentation, coached team members through QA reviews, and joined incident bridge calls with client stakeholders and technical teams to coordinate communication and restore critical services.

Experience

Work history, roles, and key accomplishments

Customer Service Lead

ModSquad

Jun 2023 - Jun 2026 (3 years)

Delivered exceptional customer support across phone, email, and chat for multiple U.S.-based enterprise clients. Resolved complex technical issues, developed knowledge base documentation, and conducted quality assurance reviews.

Salesforce Zendesk ServiceNow Jira Microsoft 365 Google Workspace Slack Zoom Outlook CRM Case Management Escalation Management Quality Assurance Workflow Optimization Remote Desktop Support User Provisioning

Subject Matter Expert

VXI Jamaica

Apr 2021 - May 2023 (2 years 1 month)

Supported frontline agents with escalated customer concerns and complex inquiries. Delivered coaching and real-time guidance to improve service quality.

Customer Support Escalation Management Coaching Quality Assurance