Open to opportunities

Markita McCray

@markitamccray

Customer Support Specialist at Hometown reviewing AI communications and auditing help content to improve support quality.

United States

Message

What I'm looking for

I'm seeking a QA or Support Operations role where I can apply my process knowledge and system fluency to improve support quality at scale.

At Hometown, I review AI-generated chatbot conversations and email templates, flagging errors and inconsistencies. I also audited the team's email templates and client-facing help documentation, identifying content gaps and recommending new articles.

I manage client cases across phone, chat, and email while troubleshooting Hometown's Gate app, web platform, and integrated credit card readers. I document cases and follow-ups in Salesforce and guide clients through platform setup and reporting.

Before Hometown, I reviewed contracts at CPI Security Systems against sales procedures and compliance standards. My experience also includes technical support at Apple (via Kelly Services) and emergency dispatch roles, and I hold CompTIA ITF+ certification.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Hometown

Jan 2024 - Present (2 years 9 months)

Provide ongoing quality review of AI-generated client communications, audit help documentation, and manage 30+ support cases weekly across phone, chat, and email while troubleshooting technical issues.

Quality Assurance AI Output Evaluation Salesforce Case Management Technical Troubleshooting Documentation Auditing SLAMetrics Communication Skills

Contract Underwriter

CPI Security Systems

Jan 2019 - Dec 2024 (5 years 11 months)

Reviewed and evaluated approximately 100 contracts daily against sales procedure and compliance standards, analyzed credit reports, and facilitated communication between sales and installation teams.

Contract Review Compliance Credit Analysis Documentation Verification Communication Skills

911 Emergency Dispatcher

Mecklenburg EMS (MEDIC)

Jan 2020 - Dec 2022 (2 years 11 months)

Managed 120+ emergency calls per shift, gathered information under pressure, and coordinated with ambulance crews for timely response and patient transport.

Emergency Dispatch Mapping Databases Coordination Time Management

Technical Support Representative

Apple (via Kelly Services)

Jan 2017 - Dec 2018 (1 year 11 months)

Diagnosed and resolved technical hardware and software issues for iOS devices, logged issues in a shared database, and guided users through troubleshooting.

Technical Troubleshooting iOS Database Logging Customer Support Diagnostic Tools

Alarm Dispatcher

Ackerman Security Systems

Jan 2016 - Dec 2017 (1 year 11 months)

Responded to client inquiries and emergency signals in a live monitoring station, dispatched authorities, and managed customer accounts and data entry.

Alarm Monitoring Dispatch Account Management Data Entry Conflict Resolution