Remote Tech Support & Customer Experience Lead

KATISHA RAY

Southaven, MS • 662-***-**** • **************@*****.***

Remote Technical Support Email & Chat Specialist Team Lead

PROFESSIONAL SUMMARY

Results-driven Technical Support and Customer Experience professional with 3+ years of experience supporting customers through remote, chat, email, and phone-based environments. Proven ability to resolve complex technical and account-related issues while maintaining high satisfaction scores. Experienced in mentoring team members, supporting escalations, and working within fast-paced, KPI-driven environments. Adept at using CRM platforms, ticketing systems, and remote support tools to deliver efficient, high-quality service.

CORE COMPETENCIES

• Remote Technical Support

• Email & Live Chat Communication

• CRM & Ticketing Systems (Salesforce, Zendesk, ServiceNow)

• Troubleshooting & Issue Resolution

• Account & Billing Support

• Team Support & Mentorship

• Escalation Management

• Documentation & Case Notes

• Performance Metrics & KPIs

• Time Management & Multitasking

PROFESSIONAL EXPERIENCE

Terminix

Retention & Collections Representative (Remote)

Aug 2024 – Sept 2025

• Provide high-volume remote support via chat and digital platforms, resolving billing, account access, and service-related issues.

• Analyze customer concerns and negotiate payment solutions while maintaining professionalism and empathy.

• Utilize CRM systems to document cases, track resolutions, and escalate complex issues appropriately.

• Consistently meet or exceed productivity, quality, and customer satisfaction metrics.

Terminix

Renewals Representative (Remote)

Sept 2023 – Aug 2024

• Supported customers through email and chat with contract renewals and account management.

• Troubleshot online portal access, login issues, and billing discrepancies.

• Strengthened customer retention by providing clear guidance and technical assistance.

Terminix

Senior Customer Service Representative

Jan 2023 – Sept 2023

• Managed 100+ weekly customer interactions across multiple platforms.

• Delivered step-by-step technical assistance related to service scheduling, account access, and system navigation.

• Acted as a point of support for peers by assisting with escalations and workflow guidance.

• Maintained detailed documentation for quality assurance and leadership review.

VXI Global Solutions

Customer Support Representative

Aug 2021 – Jan 2023

• Delivered multi-channel technical and account support for customers using phone, chat, and email.

• Assisted with troubleshooting software, billing, and connectivity issues.

• Maintained compliance with company policies while meeting productivity and quality benchmarks.

TECHNICAL SKILLS

• CRM & Ticketing Platforms (Salesforce, Zendesk, ServiceNow)

• Remote Desktop & Virtual Support Tools

• Microsoft Office & Google Workspace

• Data Entry & Case Documentation

• Knowledge Base & Workflow Navigation

• Typing Speed: 70+ WPM

EDUCATION

High School Diploma

Clarksdale High School

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