LaQuisha McCray
Houston,TX
Summary
Customer Support and Customer Success professional with 9+ years of experience providing high-volume phone, chat, and email support while resolving complex customer inquiries. Skilled at managing inbound and outbound communications, documenting customer interactions in CRM systems, maintaining accurate records, and delivering exceptional customer experiences in fast-paced remote environments. Experienced collaborating across departments, following established procedures, de-escalating customer concerns, and providing clear guidance that helps customers understand available services, programs, processes, and next steps. Recognized for strong communication, organization, problem-solving, and commitment to quality service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Specialist (Healthcare Claims)
Lincoln National Corporation
Fort Worth, Texas (Remote)
12.2023 - 11.2025
- Handled 60–70 customer cases daily by responding to inbound inquiries, researching account information, and resolving complex issues while meeting quality and compliance standards.
- Provided professional phone and email support by explaining claim status, documentation requirements, and next steps with empathy and accuracy.
- Documented customer interactions, case activity, and resolutions in company systems while maintaining documentation accuracy exceeding 97%.
- Communicated with customers, healthcare providers, employers, and internal teams to gather information and ensure timely issue resolution.
- Followed established policies, procedures, and regulatory guidelines while delivering consistent customer support.
- Escalated complex issues when necessary and collaborated with cross-functional teams to achieve timely resolutions.
- Managed multiple priorities in a high-volume remote environment while maintaining productivity and responsiveness.
- Applied strong critical thinking and problem-solving skills to analyze customer concerns and determine appropriate solutions.
Sr Customer Support & Escalation Specialist
DoorDash Corporation
Austin, Texas (Hybrid)
08.2019 - 11.2023
- Delivered high-volume customer support through inbound phone calls, live chat, and email, resolving 75–100 complex customer issues each week.
- Investigated customer concerns involving accounts, billing, orders, and service requests while providing timely, customer-focused solutions.
- Maintained detailed CRM records by documenting customer interactions, resolutions, and follow-up actions accurately.
- Provided clear explanations regarding account status, issue progress, and available support options.
- Worked closely with Operations, Compliance, Leadership, and internal departments to resolve escalated customer concerns.
- Followed established customer service procedures while maintaining quality and productivity standards.
- Used active listening and de-escalation techniques to resolve sensitive customer situations while preserving positive customer relationships.
- Contributed to process improvements through root cause analysis that helped reduce escalation volume by 18%.
- Adapted quickly to new procedures, policy updates, and ongoing training in a fast-paced remote environment.
Customer Service Representative – Payment Services
CenturyLink
Phoenix, AZ
03.2016 - 08.2019
- Assisted customers with billing questions, payment processing, refunds, and account inquiries over the phone.
- Researched account discrepancies and resolved payment-related issues accurately and efficiently.
- Educated customers regarding billing information, payment options, and account status.
- Maintained accurate customer records and documentation within company systems.
- Collaborated with internal departments to resolve customer concerns and ensure timely service.
- Managed competing priorities while consistently meeting productivity and customer service expectations.
- Followed company policies and established procedures to ensure accurate account management.
Education
High School Diploma -
John Glenn Academy
Phoenix, AZSkills
- Customer Support
- Customer Service
- Inbound & Outbound Calls
- Phone, Live Chat, Email Support
- CRM Systems
- Case Documentation
- Customer Records Management
- Issue Resolution
- Escalation Management
- Active Listening
- Customer Education
- Process Compliance
- Cross-Functional Collaboration
- Problem Solving
- Data Entry
- Time Management
- Documentation Accuracy
- Remote Customer Support
- Quality Assurance
- Adaptability
- Multitasking
Certification
- Active Texas All-Lines Adjuster License
- HIPAA Compliance & Healthcare Privacy
- Medical Claims Examiner
- ICD-10/CPT Coding Proficiency
- Active Texas Real Estate License
Professional Development Dec 2025 – May 2026
Insurance Claims & Regulatory Compliance Training
- Completed advanced training focused on claims handling, documentation, regulatory compliance, and customer service.
- Strengthened analytical, communication, documentation, and problem-solving skills through structured case-based learning.
- Expanded knowledge of records management, issue resolution, and workflow processes.
Timeline
Customer Support Specialist (Healthcare Claims)
Lincoln National Corporation
12.2023 - 11.2025
Sr Customer Support & Escalation Specialist
DoorDash Corporation
08.2019 - 11.2023
Customer Service Representative – Payment Services
CenturyLink
03.2016 - 08.2019
High School Diploma -
John Glenn Academy