Customer Service High School

Marcia McMurray

**** ** ***** ***, ***** NE *****

Home: 402-***-**** – Cell: 402-***-****

*.************@*****.***

Summary

Strategic and analytical finance professional with 18+ years of success in financial reporting, billing analysis, error correction and customer resolution.

Accomplished and results-oriented Process Analyst II who consistently meets deadlines and increases company revenue.

Skilled at increasing productivity through detailed analysis and process improvements.

Customer focused with a proven capacity to troubleshoot issues to ensure customer satisfaction.

Highly motivated self-starter who thrives in high pressure environments.

Highlights

Superior time management & research skills

Complex problem solving & account reconciliation

Positive attitude

Experience

Hemphill Staffing - Omaha

October 2016 to November 2016

Temporary Receptionist position for Charter Title & Escrow

Process Analyst II

September 1997 to April 2016

Century Link – Omaha, NE

Identified operational process inefficiencies and recommended necessary improvements.

Streamlined billing corrections process to a more accurate, efficient and automated process to lessen customer dissatisfaction.

Processed 700 to 900 accounts monthly with billing anomalies that require human intervention managed daily reports for quality assurance, notified appropriate personnel on anomalies.

Insured $12.6M in revenue entered the billing stream monthly, to avoid negatively impacting the revenue stream.

Resolve system processing IT problems and RIB abends.

Processed $1.8M in customer refunds annually.

Research and resolve FCC and Executive Escalation customer complaints.

Dispatch/Inventory Control

November 1992 to September 1997

Century Link – Omaha, NE

Routing work assignments and provide support to technicians & contracted vendors performing installations and repair of Broadband Video & Online service. Completed work orders and trouble calls from Video Service Techs via PC with minimal error rates. Tracked parts & inventory balances and performed review to include tracking claims & resolving problems associated with Inventory Control. Ordered supplies, tools & equipment to maintain appropriate levels of inventory. Trained to rewire Power Nodes in the field for equipment upgrades to expand my outside plant knowledge.

Cassling Diagnostic Imaging

June 1987 to November 1992

Dispatch Service Technicians in four state regions to Hospitals & Clinics for installation of equipment, repair & maintenance of x-ray equipment. Closed service tickets as jobs were completed and maintained records for warranty claims and previous repair work done on a particular piece of equipment.

Commercial Federal Savings & Loan

September 1981 to June 1987

Handle deposits and withdrawals on customer accounts accurately and balance a cash drawer daily. Maintain vault level for cash needs according to branch needs. Open checking, savings & certificate of deposits per established safety guidelines to avoid fraud.

Education

High School Diploma: Business

Glenwood Community High School – Glenwood, IA, United States

Continuing Education Classes provided via internal company channels.

National Cable Television Institute – Littleton, CO

Excellence in Customer Service, Broadband/CATV system Overview, Installation & Repair, Conflict Resolution, Improving the Customer Experience

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