MARCI SKINNER ***** Parkgrove, Cleveland Ohio ****0 216-***-****

OBJECTIVE: TO OBTAIN A POSITION UTILIZING, ON-LINE SEARCHER, MARKETING,

CLERICAL, RESEARCH, DATA ENTRY, CUSTOMER SERVICE AND ADMINISTRATIVE

SKILLS. PROFESSIONAL EXPERIENCE:

Employment:

Support. com Redwood California (August 2011- Present) Sales

Associate ( Sales staff laid off June 4th 2012) Sold computer &

Internet tech support services, guided customer in adding wireless

network service & configuration set up to their internet package.

Responsibilities:

Made product or service recommendations for wireless networking issues

and customer's pc supplied best in class support to direct consumers on

all technology support needs

Used company provided tools to troubleshoot and solve customer

technology problems

Maintained high level of customer satisfaction with focus on first call

resolution

Gave customer information on Identification and removal of Malware and

Viruses.The customer will then purchase a plan.

Short walk through regarding the location of the customer's operating

system.

• Answered calls and greet customer or partner sales representative

• Reviewed ticket in customer service tracking application

• Determined scope of issue

• Confirmed customer agreement to pricing and conditions of service and

used empathetic listening to calm frustrated customer when necessary

• Managed credit card processing

• Handled requests for refunds per company policies

• Followed through on warranty requests or open issues

• Closed the incident within recommended service times

• Properly document all support calls

• Represented company in a professional and ethical manner

Infocision Mangement 2008- 2011: Work At Home Communicator. Outbound

calls to potential donors for Cancer Society, Leukemia Society and

other Nonprofit organizations and took inbound calls for Television

Ministries orders & donations also took inbound calls for other

clients(Infomercials)and attended sales team meetings.

HOMEMAKER (2001-2007) IN HOME TYPING, NEWSLETTERS, BROCHURES, DATABASES

T Group Communications (1992-2000) 4301 Prospect Avenue Cleveland,

Ohio 44115 Marketing direct mail list services, appointment setting &

lead generation,mail sorting, prepared payroll, typed invoices, created

sales literature, phone sales: gave quotes and orders, maintained

business correspondence files, and typed newsletter.

Crain's Cleveland Business (1991) Editorial Researcher 700 West St.

Clair Avenue, Cleveland, Ohio 44115 216-***-**** Typed tax

liens researched & gathered information for publication listing top

companies, searched public records for tax liens, made follow up calls

regarding survey.

Things Remembered Sales Clerk (1991) Seasonal/Downtown Cleveland Sold

gift engraving products, organized display and inventory.

Cuyahoga Community College (1986) Student Clerical Assistant (1983-

1985) Part-time

2900 Community College Avenue, Cleveland, Ohio 44115 216-***-****

Maintenance Department clerical duties: typing, copying documents,

answered phone, logging maintenance calls, and work orders.

EDUCATION:

Cleveland State University, Cleveland Ohio Bachelor of Arts:

Communication (1993) Continuing Education & Personal Development

Direct Marketing Course certificate ( 1995) Microsoft Word (1998)

PowerPoint (1998) HTML (1999)

SALARY REQUIREMENT : STARTING $10.00 hourly or reasonable training rate.

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