Marian E. King2063 Kimber Trl

Stone Mountain, GA 30088m.elthomas75@yahoo.com

Mobile: 770-519-9691

Microsoft Word Excel Outlook PeopleSoft Kronos

Call Center Management

Tech Support Payroll verification Invoicing

Customer Service Management

IOS JDE. Oracle AS/400 programs

Professional Experience

Hotwire communications 07/16-presentFiberoptic Telecom Escalation specialist

•Responsible for providing technical telephone, CATV, and Internet support to customers and answer complex questions on function and usage of products•Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality and bugs/enhancements•Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)•Serve as primary support liaison between Hotwire Communications and our residential customers•Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers•Work with customers to identify needs and to determine the appropriate action•Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues•Direct unsolved technical issues to appropriate departments and personnel•The ultimate goal is to resolve issues during the first telephone call•Promote and maintain a high quality, professional service-oriented image among customersTelecom Analysis VOIP specialist

VXI-ComcastTech Support Rep 03/16-07/16

Responsible for supporting the National Sales team on all pre and post order account management on the Comcast National / Multi-Site Workplace product.Works with field operation personnel to ensure customer satisfaction.

Communicates with internal and external customers.Provides customer facing support to Commercial customers.Diagnoses customer issues through process of elimination by asking probing questions.Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience. Identifies customer LAN issues.Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS problems.Activation, configuration, and use of Web space service. Providing, verifying, and/or modifying network settings (TCP/IP).Resets and/or re-provisions customer modem.Obtains, provisions, adds, or deletes multiple IP addresses.Checks for outages by reviewing outage page for known problems and/or checks router. Notifies the appropriate parties and advises the customer accordingly. Documents details of customer interaction by opening ticket in the trouble ticketing system and records appropriate information in database.Assigns ticket to local market to dispatch service call or assigns to TSR2 for advanced troubleshooting.Identifies areas for improvement of process and procedure, and provides feedback to supervisors.Meets or exceed business goals (metrics).

Chase source(Xerox) 11/15-03/16Call Center Agents JOB RESPONSIBILITIES: Performs appropriate account maintenance, updates, education on insurance benefits and coverage, and payment processing to assist customers and completes corresponding outbound correspondence, internal documentation and handoffs in strict adherence to departmental policy and procedures Disseminates information to customers on a variety of related topics regarding the customer's insurance benefits using training materials, handouts, and online tools Completes unresolved inquiry forms for referral to the correspondence department for a variety of situations requiring further research and attention Researches and resolves various customer disputes and inquiries with the intention of satisfying all customer requests and resolving all customer disputes Completes and submits all necessary documentation including, but not limited to production sheets, time studies, batch headers, callbacks, settlement sheets, refund requests and resolved folders on a daily basis Meets or exceeds minimum standards for production and accuracy depending on assignment Follows the direction of the work leader or supervisor regarding assignment, departmental policy and procedures

Advance Auto Distribution Center 05/08-09/15Discrepancy/Inventory Clerk Compare the quantities of items physically present in the warehouse to the inventory records of a warehouse. Finds a difference between the stock on hand and the records, investigates the discrepancy. If necessary, adjusts the errors in the system, under the direction of the warehouse manager. Wave sheets for work distribution in warehouse.

Examines items in inventory for defects, wear or damage, and reports this information to the warehouse manager. Maintains records of damaged stock and damaged warehouse materials-handling equipment. Provides guidance and direction to other warehouse workers.

Marks the stock using a variety of means, including radio frequency identification tags, paper tags, labeling equipment or stencils, or other marking equipment. cleans and maintains the warehouse and the tools and equipment in the warehouse to keep things in order and in compliance with federal, state and local safety rules. With guidance from the warehouse manager, also determines proper storage procedures and inventory control methods.

Advance AmericaCustomer Service Rep. 11/14-03/15Work independently in a self starting small office environment. Banking, checking, cash deposit reports and auditing.Strong written and oral skills.Data entryField calls Working face to face, via internet/phone. Service customers in payday and title loans.. Comcast RetentionCustomer Service Retention AgentResponsible for retaining customers who request to disconnect ordowngrade services. Communications may be inbound and/or outbound. This individual will re-energize the customer experience and relationship by reselling the benefits and value of Comcast's products and services. The Customer Account Executive (CAE) must also positively position Comcast products against competitive program offerings. The CAE relates well to the customer,thinks and exercises sound judgment, and acts responsibly in the customers' and the company's interest.

EDUCATIONContinental AcademyHigh School DiplomaThe Stenography Institute of Jacksonville, Inc., Orlando Campus 05/06 – 11/07Court Reporting