Customer Support/ Technical Support Analyst

TASHA MCKAY

Raleigh, NC 984-***-**** *****.*****.*******@*****.***

PROFESSIONAL SUMMARY

Customer-focused remote Customer Service Specialist with 7+ years of experience supporting customers in high-volume call center and public service environments. Proven ability to handle inbound calls, de-escalate emotional situations, resolve issues efficiently, and document accurately in CRM systems. Known for empathy, reliability, and delivering excellent service in fast-paced remote settings.

CORE SKILLS

Customer Service • Inbound Call Handling • Call Center Support • De-escalation • CRM Systems • Documentation & Data Entry • Problem Resolution • Multitasking • HIPAA Awareness

• Compliance • Remote Work • Empathy • Active Listening • First Call Resolution • Time Management

PROFESSIONAL EXPERIENCE

Customer Care Representative – Remote

AKC Reunite, Remote Apr 2025 – Sept 2025

● Handled high-volume inbound calls from distressed pet owners regarding lost pets, microchip registration, and recovery services

● Provided calm, step-by-step guidance and emotional support during urgent situations

● Navigated multiple systems to verify information and update customer records

● Documented all interactions accurately in CRM systems

● Maintained strong quality scores for empathy, professionalism, and first-call resolution Senior Customer Care / Benefits Support Specialist – Remote SelectQuote Insurance, Remote Apr 2018 – Nov 2023

● Assisted customers with health and life insurance questions, eligibility, and plan changes via inbound calls

● De-escalated frustrated or confused callers by actively listening and providing clear solutions

● Met productivity, quality, and compliance standards in a high-volume call center environment

● Served as a go-to resource for complex calls and peer support

● Accurately documented interactions and updates in CRM systems Field Training Officer / Client Services Specialist Mecklenburg County, NC Feb 2008 – Nov 2018

● Provided direct support to individuals experiencing emotional distress and high-stress situations

● Trained and mentored new staff on communication techniques, procedures, and accurate documentation

● Maintained detailed records in compliance with policies and regulations

● Recognized for professionalism, empathy, and problem-solving in fast-paced public service settings

EDUCATION

Associate Degree – Medical Assisting

Bryant & Stratton College, Buffalo, NY

CERTIFICATIONS & TRAINING

● Mental Health & Psychosocial Support (MHPSS)

● Trauma-Informed Care

● Crisis Intervention

● Understanding Mental Health

● Customer Support & Counseling Skills

● (Alison Online Learning – Certificates Available) TECHNICAL SKILLS

CRM Systems • Call Center Software • Data Entry • Microsoft Teams • Outlook • Zoom • Slack • Google Workspace • VoIP/Softphone Systems • Multi-screen Navigation • Remote Support Tools

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