Summary
Overview
Work History
Education
Skills
Timeline
Volunteering
Generic

Michael Karschney

San Antonio,TX

Summary

Charismatic and unshakable in high-pressure environments, I bring several years of experience in remote support, sales, and technical troubleshooting. Known for clear communication, fast execution, and a calm presence when things get messy. I understand systems, but more importantly, I understand people. Fluent in the tools, focused under pressure, and committed to getting it right the first time. I’m not here to coast—I’m here to contribute where results matter and the bar stays high.

Overview

9
9
years of professional experience

Work History

Care Coordinator

Henry Meds
02.2024 - 04.2025
  • Consistently exceeded KPIs, averaging 30+ daily interactions across calls, emails, and live chats, while maintaining a CSAT score above 90%.
  • Demonstrated expert multitasking by efficiently managing multiple communication channels (calls, emails, chats) without compromising quality or performance, meeting daily targets across all platforms.
  • Achieved comprehensive, cross-departmental training, allowing for end-to-end problem resolution in billing, clinical, and customer service areas—solving patients’ issues on the first contact.
  • Proficiently de-escalated high-tension situations through active listening, empathy, and clear communication, ensuring patient satisfaction even in challenging interactions.
  • Acted as a liaison, coordinating internal requests to the appropriate departments for issues requiring specialized resolution, ensuring seamless, one-stop solutions for patients.
  • Maintained exceptional attention to detail with minimal to no errors, providing top-tier service while managing high-volume workloads.

CTS Associate II

ADT
11.2022 - 02.2024
  • Handled 40+ inbound and outbound calls daily, providing prompt troubleshooting support with professionalism.
  • Scheduled service tickets, managed escalations, and ensured 95%+ first-contact resolution by directing inquiries to the right departments.
  • Used active listening to address issues, achieving 98% customer satisfaction and ensuring full resolution on every call.

Content Moderator / AI Learning Dev / Team Lead

TaskUs
01.2020 - 10.2022
  • Handled and resolved customer inquiries across multiple support channels, including voice, email, chat, social media, in-app, and SMS text, ensuring efficient and accurate responses.
  • Content Moderator: Managed the review and removal of out-of-context material, hate speech, and harassment content for a major social media platform.
  • AI Learning Developer: Contributed to fine-grained annotations, as well as violence/incitement detection and facial gesture recognition projects to improve AI accuracy.
  • Team Lead: Supervised and coordinated a team of 20+ members, overseeing scheduling, HR communication, promotions, and internal transfers. Led training and development programs to foster team growth and productivity.

Customer Support Agent

Sticker Mule
12.2018 - 01.2020
  • Provided exceptional customer service, managing 50+ daily inquiries across phone, email, and chat with 95%+ CSAT and strong call resolution rates.
  • Handled 40+ calls daily, delivering accurate product info, order updates, and technical support with a focus on first-call resolution.
  • Documented all interactions in the CRM system, ensuring 100% follow-up and supporting data-driven decisions.
  • Helped reduce response times by 20% through efficient multitasking and streamlined communication.

Copywriter

Carson Group
08.2016 - 09.2018
  • Created original, engaging content for both informational and promotional advertisements, as well as marketing materials, enhancing brand presence.
  • Wrote compelling advertising copy for online platforms, ensuring alignment with the company’s brand identity and tone.
  • Tailored brand messaging to effectively target and engage the audience, driving interest and increasing overall engagement.

Education

High School Diploma -

Lakeview Pines Academy
06.2016

Skills

  • 90 WPM Typing Speed
  • Zendesk (Customer Service Platform)
  • Pipedrive (Sales CRM)
  • Slack (Team Communication)
  • Microsoft Teams (Collaboration Tool)
  • Google Workspace (Gmail, Docs, Sheets, etc)
  • OneNote (Note-Taking & Organization)
  • Scheduling and Coordinating via CRM Software
  • Content Writing (Original Articles, Blogs, and Web Copy)
  • Copywriting (Marketing and Advertising Copy)
  • Social Media Marketing & Advertising (Campaigns & Engagement)
  • Telecommunications (Call Handling, Support, and Solutions)

Timeline

Care Coordinator

Henry Meds
02.2024 - 04.2025

CTS Associate II

ADT
11.2022 - 02.2024

Content Moderator / AI Learning Dev / Team Lead

TaskUs
01.2020 - 10.2022

Customer Support Agent

Sticker Mule
12.2018 - 01.2020

Copywriter

Carson Group
08.2016 - 09.2018

High School Diploma -

Lakeview Pines Academy

Volunteering

Volunteer Experience  Community Clean-Up (Self-Initiated) Oshkosh, Wisconsin — 2015–2016 

● Regularly cleaned public parks and streets, collecting an average of two full 30-gallon  bags of litter twice a week. Took initiative without external incentive—driven by pride in  my city and a personal standard for consistency, care, and follow-through.

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