Emma Shearer

Customer-focused support and operations professional with 9 years of experience assisting customers, maintaining accurate records, resolving inquiries, coordinating follow-up, and supporting daily operations.

Current Shift

Lead / Shift Supervisor with strong front-line customer service, communication, organization, multitasking, and problem-solving skills. Known for being dependable, approachable, and quick to learn new systems and procedures. Committed to creating a welcoming, positive experience and helping people feel supported.

Shift Lead / Shift Supervisor - CVS Pharmacy

(2026-04)

• Serve as a front-line point of contact for customers, answering questions, addressing concerns, and creating a friendly and welcoming experience.
• Support daily operations while balancing multiple priorities in a fast-paced, customer-focused environment.
• Assist with customer transactions and follow established procedures while maintaining accuracy and professionalism.
• Provide direction and support to team members and communicate changing customer and operational needs.
• Maintain an organized environment and take ownership of assigned opening, closing, and time-sensitive responsibilities.

OEM Program Specialist - Decisiv

(2018 - 2026)

• Coordinated customer and service programs while tracking requests, follow-ups, deadlines, and changing priorities.
• Communicated with customers, dealer partners, and internal teams to answer questions, provide updates, and resolve concerns.
• Maintained accurate operational and account information to support organized records and reliable workflows.
• Managed multiple assignments at once while maintaining consistent follow-through and attention to detail.
• Worked collaboratively across teams to ensure customers received timely and professional support.

Support Services Specialist - Decisiv

(2016 - 2018)

• Served as a primary support contact for customers and service providers, responding to questions and troubleshooting issues.
• Maintained and updated records and system information with a strong focus on accuracy and documentation.
• Provided patient, easy-to-understand guidance and training to customers learning new systems and processes.
• Documented issues clearly and coordinated with internal teams to help move requests toward resolution.

Customer Support Specialist - Cloud Managed Services Group, Inc.

(2014 - 2015)

• Acted as the primary point of contact for residential clients, responding to service requests and resolving customer concerns.
• Supported daily service operations and assisted with the transition to a web-based request system.
• Used clear communication, accurate documentation, problem-solving, and follow-through to resolve requests efficiently.

Bachelor of Business Management with Information Technology - Business Management with Information Technology - Longwood University (2013-12)