Remote IT Support Associate with CompTIA A+ Focus

TASHA MCKAY

Remote Customer Service Representative- Crisis Navigation Specialist - Client Care Specialist

Contact

Raleigh, NC 27616

984-***-**** • *****.*****.*******@*****.***

Compassionate, steady, and solution-focused professional with 10+ years of experience in high-volume customer Care, behavioral support, and crisis navigation.

Behavioral health experience

Customer care expertise

Field Training Officer leadership

Fast onboarding & high adaptability

Strong documentation & compliance accuracy

Seeking a remote position where I can support clients, solve problems with patience, calmness with clarity, and bring strong stability and reliability to the team.

Education

Associate Degree – Medical Assisting

Bryant & Stratton College – Buffalo, NY

Graduated 2002 GPA 4.0

CERTIFICATES & TRAINING (2025)

Alison Online Learning Platform

Mental Health & Psychosocial Support (MHPSS)

Mental Health Support Essentials

Understanding Mental Health

Trauma-Informed Care

Crisis Intervention

Introduction to Counseling Skills

(Digital completion reports available upon request.)

Experience

Customer Care Representative (Pet Recovery Services)

AKC Reunite — Remote

Apr 2025 – Sept 2025

Handled high-volume inbound calls from stressed and emotional pet owners regarding lost pets, microchip registration, and recovery services.

Provided calm, step-by-step support during urgent and emotional situations, helping callers feel heard, safe, and supported.

Navigated multiple systems to verify information, update records, and accurately document each interaction.

Maintained high quality scores for empathy, professionalism, and first-call resolution.

Senior Customer Care / Benefits Support Specialist

Select Quote Insurance — Remote

Apr 2018 – Nov 2023

Guided clients through plan options, eligibility, coverage questions, and policy changes. Guided callers through complex benefit questions in a patient, non-judgmental, easy-to-understand way.

De-escalated frustrated or confused callers by listening first, validating concerns, and offering clear next steps.

Consistently exceeded expectations in quality, compliance, and customer satisfaction in a high-volume environment.

Served as a go-to teammate for tough calls, new-hire support, and “second opinion” coaching on complex situations.

Field Training Officer (FTO) / Client Services Specialist

Mecklenburg County (Client Support Division)

Feb 2008 – Nov 2018

Trained, coached, and mentored new staff on communication, policy understanding, documentation accuracy, and people-focused service.

Provided support to individuals experiencing emotional distress, conflict, or high-stress situations, ensuring safety and calm resolution.

Led by example with empathy, structure, and clear expectations — improving team performance and confidence.

Maintained accurate records, incident documentation, and compliance details with exceptional attention to detail.

Recognized for calm problem-solving and steady leadership during fast-changing situations.

TECHNICAL SKILLS

Call platforms: Five9, VoIP/softphone systems

Systems: CRM platforms, multi-screen navigation, data entry

Productivity Tools: Microsoft Teams, Outlook, basic Excel/Sheets

Remote Work: Independent, focused, comfortable with fast-paced training and virtual teams

Confidentiality: HIPAA awareness & secure handling of sensitive information

CORE STRENGTHS

Trauma-informed communication

Crisis navigation & calming skills

High-volume call support (inbound/outbound)

Case documentation & data accuracy

Empathy-driven service delivery

Problem-solving & root-cause identification

Remote work discipline & reliability

Independent workflow management

References

Available upon request.

Contact this candidate