Tanya McClain Townsend
Tempe,AZ
Summary
Claims Associate & Tier 1 Technical Support Representative with expertise in managing high-volume claims and tier 1 technical processes. Proficient in making adjustments based on clear liability and compensability assessments. Provides essential support to senior team members through effective documentation organization and assistance on complex cases. Proficient claims associate skilled in handling high volumes of claims. Processes adjustments based on identifiable liability and compensability. Supports work of senior team members by organizing documentation and assisting on complex cases.
Overview
20
20
years of professional experience
Work History
Claims Associate & Technical Support Representative
State Farm Insurance
11.2024 - 12.2025
- Handled 200 plus claims & calls daily across auto/property lines while delivering high‑quality support across phone, chat, and email, consistently meeting or exceeding KPIs for handle time, accuracy, and customer satisfaction.
- Supported adjusters with data entry and file management, collaborating with supervisors and support teams to resolve escalated claims and identify process improvements that streamlined operations.
- Managed and maintained 98% audit accuracy and reduced cycle times by 65% within high‑volume queues while maintaining professionalism, empathy, and clear communication.
- Documented interactions in CRM systems with precise notes to ensure smooth handoffs and maintain accurate case history for improved service continuity.
- De‑escalated complex & emotional situations, restoring trust and preventing customer churn.
- Troubleshot issues related to accounts, billing, connectivity, devices, apps, and login problems in Tier 1 tech support, using step-by-step guidance tailored to each customer’s skill level to enhance resolution effectiveness.
Customer Service Representative
American Home Shield
01.2022 - 10.2022
- Consistently exceeded performance targets, including customer satisfaction, quality assurance, and productivity metrics.
- Managed high‑volume workload, handling 250+ inbound and outbound interactions daily while ensuring quality and professionalism.
- Resolved escalated concerns and service complaints, strengthening customer trust and contributing to long‑term retention.
- Delivered solution-focused support by addressing customer inquiries, troubleshooting technical issues, and accurately processing home warranty sales and coverage renewals.
- Provided Tier 1 technical support across phone, chat, text, and email channels, guiding customers through device setup and troubleshooting steps.
Self-Employed Contractor / Remote Customer Service Management
T.Mc.T. Call Center
08.2005 - 03.2020
- Implemented effective customer retention practices, contributing to a 55% increase in repeat business and long‑term customer loyalty.
- Delivered exceptional service by resolving issues quickly and professionally, ensuring positive customer experiences in all interactions.
- Managed high‑volume workload, responding to 300+ customer calls & inquiries daily while processing sales transactions, payments, and account updates with accuracy.
Education
Tier 1 tech Certificate - Information Technology
Extra Work Curriculum
Tempe, AZ04-2025
TECHNICAL Degree - Information and Communication Technology
Ivy Technical College
Gary, IN01-1998
High School Diploma - Business Management
West Side High School
Gary, IN01-1985
Skills
- Claim support
- Technical Troubleshooting
- Customer Support
- Omnichannel Support
- High-Volume Support
- Remote Support
- Call Center Operations
- Chat Support
- Ticketing
- Escalation Handling
- Problem Resolution
- Customer retention
- CRM Systems
- Knowledgebase Navigation
- Leadership
- Remote Team Collaboration
- Soft Skills
Timeline
Claims Associate & Technical Support Representative
State Farm Insurance
11.2024 - 12.2025
Customer Service Representative
American Home Shield
01.2022 - 10.2022
Self-Employed Contractor / Remote Customer Service Management
T.Mc.T. Call Center
08.2005 - 03.2020
Tier 1 tech Certificate - Information Technology
Extra Work Curriculum
TECHNICAL Degree - Information and Communication Technology
Ivy Technical College
High School Diploma - Business Management
West Side High School