Customer Service Agent

Nigel C. McTaw

Conyers, GA 404-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Remote call-center leader and senior technical advisor with 10+ years across insurance, logistics, and tech support. Known for calming escalations, coaching Tier-1 teams, and hitting aggressive KPIs (AHT, CSAT, QA). Comfortable in fast, fully remote environments; ready to step into a Supervisor or Lead role.

CORE SKILLS

Call De-Escalation, Coaching and QA, Workforce/Queue Management, Policy/Claims Support, Sales and Upselling, Remote Tools (CRM, softphone), macOS/iOS/Windows, MS Office and iWork, Typing 50 WPM, Data Security and PII Handling

EXPERIENCE

Life Insurance Agent — American Income Life May 2020–Present (Remote) Deliver virtual benefit presentations; explain policy options; identify coverage gaps and recommend solutions. Manage end-to-end email enrollments and no-cost benefits delivery with accurate documentation and compliance. Maintain high client satisfaction while meeting monthly production targets.

Customer Service Agent — U-Haul May 2019–Apr 2020 Set up or modified reservations; processed payments for storage and rental equipment. De-escalated irate customers by active listening and rapid issue resolution within policy; typical handle time under 6:11. Explained contracts and receipts and corrected billing discrepancies to prevent chargebacks. Technical Senior Advisor — Transcom (Apple program) Jun 2018–Apr 2019 (Remote) Coached Tier-1 advisors; owned overflow and escalation queues and outbound follow-ups. Monitored engineering updates; surfaced negative trends and emerging issues to client engineers. Upheld strict security protocols and customer privacy standards. Technical Senior Advisor — Teleperformance (Apple program) Jun 2015–May 2018 Trained and coached Tier-1 teams; resolved complex technical cases and documented best-practice procedures. Consistently met or exceeded AHT, CSAT, and QA targets; recognized for high customer satisfaction.

Independent Business Owner / CSR — Arise, Inc. Jan 2009–Jun 2015 (Remote) Contracted on virtual call-center platforms handling billing and Tier-2 technical support. Performed warm transfers; sold wireless phones; met and exceeded client quotas. Part Sales Manager — AutoZone May 2004–Jan 2009

Led a 12-member team; scheduled labor, trained staff, and enforced safety and cash-handling procedures. Drove sales, merchandising, and customer service to beat monthly targets. Call Center Agent — Precision Response Corporation Jun 2001–May 2004 Cross- and upsold DIRECTV packages; scheduled appointments; maintained accurate data entry. Read legal terms and conditions verbatim; protected customer financial data and maintained a clean, compliant workspace.

EDUCATION

High School Diploma — American High School 1991–1995 ACHIEVEMENTS AND PERFORMANCE HIGHLIGHTS

• Awards for Most Calls Handled and Most Satisfied Customers in a fiscal month.

• Sustained 15-minute or less average handle time with 95% or higher CSAT in high-volume environments.

• Promoted from entry-level to top customer-facing role within first year.

• Authored and updated troubleshooting procedures; identified root causes using diagnostic tools; maintained strict data-security practices.

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