Andrew McMaster

Results-driven Customer Support and Operations professional with 8+ years of experience in cross-functional team leadership, client relations, and conflict resolution. Proven track record of managing shifting priorities and delivering exceptional service in fast-paced environments. Expert in technical product explanation and digital collaboration tools, with a strong foundation in IT troubleshooting.

Highly autonomous, organized, and skilled in asynchronous communication, making a seamless transition to remote customer support, help desk, or operations roles.

Operations & Customer Experience Specialist - Publix - Remote / Hybrid Support Capabilities

(2025-01)

• Manage complex inventory databases and resolve product availability issues independently to optimize operational workflows.
• Coordinate daily with cross-functional store teams via digital channels to meet productivity goals and maintain high customer satisfaction standards.
• Deliver high-touch customer support, troubleshooting inquiries and resolving escalations with clear, empathetic communication.

Team Leader & Assistant Operations Manager - Market 32 - Clifton Park, NY

(2022-01 - 2025-01)

• Spearheaded daily department operations, managing employee performance, compliance standards, and customer retention.
• Trained, coached, and onboarded 15+ associates using digital standard operating procedures (SOPs) to ensure consistent performance.
• Handled high-volume customer inquiries and managed shifting priorities professionally in a fast-paced environment.

Technical Sales & Customer Support Representative - Private Verizon Authorized Dealer - Albany, NY

(2019-01 - 2022-01)

• Handled direct customer outreach, onboarding, and account setups while consistently exceeding performance quotas.
• Provided technical product explanations, translating complex internet and TV service configurations into simple, user-friendly solutions.
• Managed remote account setup databases, resolved billing and service objections, and maintained accurate digital records.

Assistant Operations Manager - Cumberland Farms - Clifton Park, NY

(2017-01 - 2019-09)

• Oversaw daily store operations, scheduling, and multi-account cash handling while maintaining strict quality and compliance metrics.
• Acted as the primary point of contact for customer escalations, ensuring rapid, professional resolution during demanding, high-volume shifts.

Advanced Regents Diploma - Gloversville High School (2016-01)