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Michael Karschney

Customer Service Representative

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Intro
San Antonio, United States
Owner/Content Strategist at Ink & Impact
Joined August 6, 2025

Skills

Languages

English
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Native or Bilingual
About
I’ve spent over five years in customer service, and by now, I know exactly how to read the room. I'm able to meet people where they’re at without sounding like a script or stalling behind fake empathy. I listen like I mean it, and I speak like I mean it. Utilizing my 90+ WPM typing speed with 100% accuracy, I move fast without getting sloppy. My background as a writer helps significantly—I know how to get a point across clean, clear, and in the tone that fits. I don’t let issues drag, and I don’t let people feel ignored. I've always been among the agents with the highest KPI on my team, and I'm no stranger to going above and beyond my duties. If you’ve got a problem, I’ll get you an answer. Simple as that.
Experience
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Ink & Impact
Jan 2025 – Present
Remote
Owner/Content Strategist
Create compelling and SEO-optimized content for client websites, blogs, newsletters, and digital marketing campaigns across various industries. Manag client communications, project timelines, and editorial calendars, ensuring timely delivery of high-quality content. Conduct in-depth research to generate informative and engaging written material tailored to specific audiences. Develop brand voices and content strategies to enhance visibility and audience engagement. Handle all aspects of business ownership, including invoicing, budgeting, and marketing
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ADT
Nov 2022 – Dec 2024
Remote
CTS Associate II
Manage a high volume of inbound and outbound calls with timely troubleshooting assistance while utilizing multiple resources with tact and professionalism. Schedule job tickets, call escalations, transferred to appropriate departments, and provided company information on multiple security tech devices. Utilize active listening skills to ensure that every customer’s issue was resolved for complete customer satisfaction.
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TaskUs
Jan 2020 – Oct 2022
Remote
Content Moderator / AI Learning Developer / Team Lead
CSA: Handled and solved incoming or outgoing customer inquiries through various support channels such as voice, email, chat, social media, in-app, and SMS text. Content Moderator: Moderated out-of-context material, hate speech, and bullying and harassment content on behalf of a large social media company. AI Learning Developer: Worked on fine-grained annotations, violence and incitement, and facial gesture recognition. Team Lead: Managed and coordinated a team of 20+, including scheduling, HR communication, advancements, and department transfers. Delegated responsibilities and led training and development efforts.
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Sticker Mule
Dec 2018 – Jan 2020
Remote
Customer Support Agent
Provided exceptional customer service by responding to inquiries and resolving issues via phone, email, and chat while achieving performance metrics, including call resolution rates and customer satisfaction scores. Handled high call volumes while maintaining quality and efficiency with product information, order status, and technical support. Documented interactions accurately in the CRM system to ensure proper follow-up and reporting.
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Carson Group
Feb 2016 – Sep 2018
Remote
Copywriter
Produced original, creative content for informational and promotional advertisements and marketing materials. Wrote advertising copy for online content, adhering to the company’s overarching brand identity and personality. Customized brand messaging to reach and capture target audience interest and drive engagement.
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