Summary
Overview
Work History
Skills
Websites
Certification
Timeline
Generic

LaShay Hogan- Adams

Montreal,Canada

Summary

Dynamic E-commerce Specialist with a proven track record at Carters Inc., excelling in technical support and customer relationship management. Adept at resolving complex inquiries and enhancing customer satisfaction through effective communication and CRM tools. Bilingual in English and French, I thrive in fast-paced environments, consistently driving results and improving service workflows.

Overview

13
13
years of professional experience
1
1
Certification

Work History

E-commerce Specialist

Carters Inc.
Atlanta, United States
11.2023 - Current
  • - Delivered support via email, phone, and chat, handling up to 4 simultaneous chats.
  • - Managed over 25 email tickets and 7 chat inquiries per hour.
  • - Resolved product, payment, and technical inquiries while maintaining a 2:13 average call time.
  • - Accurately updated customer data in CRM and escalated complex issues to relevant teams.

Customer Service Specialist

MoCA Cognition
Brossard, Canada
02.2023 - 07.2023
  • - Supported schools and clinics using MoCA's testing platform; resolved access issues and processed payments (Moneris & PayPal).
  • - Delegated Salesforce tickets to appropriate departments and maintained clear communication between stakeholders.

Customer Success Specialist / Project Manager

SMART Reno & RBCx
Montreal, Canada
03.2020 - 11.2022
  • - Managed 50+ daily calls connecting customers with certified contractors.
  • - Led end-to-end project coordination, including onboarding contractors, resolving disputes, and ensuring compliance via background checks.
  • - Acted as a liaison between clients and service providers to ensure seamless renovation projects.

Genius Admin

Apple
Montreal, Canada
09.2017 - 01.2020
  • - Managed customer appointments for Genius Bar consultations and repairs, ensuring timely service delivery.
  • - Handled logistics and inventory control using SAP, including tracking parts, ordering replacements, and ensuring repair part availability.
  • - Oversaw a team of 20+ employees, coordinating daily repair operations and driving the team to meet daily service and repair goals consistently.
  • - Recorded customer concerns and repair details in Apple's internal systems and ensured follow-up.
  • - Generated reports on repair volume and satisfaction metrics to inform store leadership decisions.
  • - Provided administrative and technical support to the Genius team, resolving escalated service issues.

Technical Specialist

Apple
Montreal, Canada
05.2014 - 09.2017
  • - Diagnosed and resolved technical issues with Apple hardware/software in a fast-paced environment.
  • - Delivered empathetic and clear customer service, guiding users through troubleshooting and repair options.
  • - Collaborated with team leaders to escalate recurring issues and improve service workflows.
  • - Educated customers on product usage and purchasing options to improve satisfaction and engagement.

Specialist

Apple
Montreal, Canada
05.2012 - 05.2014
  • - Engaged with customers to identify needs and recommend tailored Apple product solutions.
  • - Demonstrated product features and guided setup and troubleshooting support.
  • - Maintained high store standards, contributing to strong customer satisfaction and sales performance.

Skills

  • Technical support and troubleshooting
  • CRM tools and diagnostics
  • Workflow coordination and reporting
  • Customer service and order management
  • Fluent in English and French
  • Payment processing and e-commerce platforms
  • Customer data management
  • Technical troubleshooting
  • Customer relationship management
  • Email communication
  • CRM software
  • Customer support

Certification

  • - Networking & Storage Essentials (edX)
  • - Cybersecurity Basics (edX)
  • - Introduction to Cloud Computing (edX)
  • - Software, Programming, and Database (edX)
  • - Hardware and Operating Systems (edX)
  • - Moca Cognitive Assessment
  • - McGill Personal Finance Essentials

Timeline

E-commerce Specialist

Carters Inc.
11.2023 - Current

Customer Service Specialist

MoCA Cognition
02.2023 - 07.2023

Customer Success Specialist / Project Manager

SMART Reno & RBCx
03.2020 - 11.2022

Genius Admin

Apple
09.2017 - 01.2020

Technical Specialist

Apple
05.2014 - 09.2017

Specialist

Apple
05.2012 - 05.2014

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LaShay Hogan- Adams