Customer Service Representative

Marla J. Cox

**** ****** ** ** ******, OH ***** 330-***-****

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

To obtain a position where I can use my skills to benefit that organization and grow as an employee. I am seeking a position that I can enjoy, exercise my many skills, and have the possibility for advancement.

Education

Penn Foster Career School Scranton, PA

Youngstown State University Youngstown, OH

Ursuline High School Youngstown, OH

In November 2016 I obtained my CDA from Penn Foster Career School. I will be returning in the fall of 2017 to obtain an Associate’s Degree in Early Childhood Education.

Employment History

01/18- Present Alorica. Niles, OH

Customer Service Representative

Contracted by AT&T to be a trusted advisor in a high-volume call center to provide assistance to business customers in regards to their wireless service.

01/15- 04/17 Trustmark Insurance Company Boardman, OH

Customer Service Associate

Answers calls from doctor offices, hospitals, and insured members in regards to medical claims and provided medical benefits for several types of services including but not limited to routine and medical diagnosis, surgeries, mental health, physical occupational and speech therapies, and diagnostic services.

07/14 – 01/15 Office Team Warren, OH

Administrative Assistant

Provided assistance to the Shipping managers in the warehouse of Berk Enterprises.

Answered phone calls and replied to email messages as needed and researched orders and tracked shipments of merchandise to assure a timely delivery.

05/12- 12/13 AT&T Boardman, OH

Customer Service Representative

Provide assistance to customers in regards to their wireless service in a high-volume call center. Trouble shoot devices and resolve any issues that may affect the customer’s account, as well as, making offers to benefit the customer to help them get the best value for their money. This includes changing plans and features, offering equipment upgrades and also researching account histories, taking an average of 45 calls daily.

01/12- 05/12 Staff Right Youngstown, OH

Ohio Utility Protection Services – O.U.P.S (Temporary Position)

Answered calls for residents and businesses alike, acting as a communication link between utility companies and individuals planning any digging activity

9/05-7/06 & 07/11- 01/12 West Corporation Niles, OH

Customer Services Representative

Contracted by AT&T to be a trusted advisor in a high-volume call center to provide assistance to customers in regards to their wireless service.

Trouble shoot devices and resolve any issues that may affect the customer’s account, as well as, making offers to benefit the customer to help them get the best value for their money. This includes changing plans and features, offering equipment upgrades and also researching account histories, taking an average of 45 calls daily.

Marla J. Cox

1853 Robert Ln NE Warren, OH 44483 330-***-****

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

02/11- 5/11 Office Team Youngstown, OH

Falcon Transport (Temporary Position)

Monitor the locations of truck driver’s en-route to delivery and pick-up locations.

Update the arrival and departure times at the different stops, and if a driver was to be late would notify the plant locations of the expected time and also the reason for being late.

09/08- 1/10 Spherion Charlotte, NC

Customer Care Associates Hewitt Associates (Temporary Position)

Assist client companies and their employees with new hire and Annual Enrollment Benefits including health care, dental and life insurance.

Assisted with HR cases that include retirement planning, pension payments, 401k and disability insurance, averaging 35 calls daily.

Lending Tree Transaction Coordinator (Temporary Position)

Consult with an average of 100 customers daily who apply online for home refinance loans to make sure their application is complete and correct before connecting them with a licensed mortgage banker.

6/08- 9/08 Convergys Charlotte, NC

On-Star Advisor

Provided welcome calls to new OnStar subscribers by setting up their new accounts, sold hands-free calling minutes, provided automated and manual driving directions, also assisted with roadside assistance and emergency calls. Averaged 60-70 calls daily depending on the types of calls routed throughout the center.

7/06-3/08 Alltel Wireless Communications Youngstown, OH

Financial Services Representative

Collected payments, set up payment arrangements, assisted customers in outstanding accounts, and provided customers with collection agency information. Also researched in cases of missing or misapplied payments to determine where the payment posted and correct any mistakes. Averaging 40 calls daily within a high-volume call center.

1/03-9/05 Tender Care Learning Center Youngstown, OH

Preschool/Daycare Teacher

Worked with the two, and early three year old age groups and created lesson plans and activities for this age group.

With the after school program assisted school-aged children with homework and tutoring when needed and helped plan field trips and summer program activities

9/00-12/02 Callos Resource & Temp Service Youngstown, OH

Youngstown Area Community Action Council Head Start 9/00-5/02

Baby Toddlers Preschool & Daycare 6/02-8/02

Teacher’s Assistant-Head Start

Assisted the teacher with the three through five year age group and with creating lesson plans. Helped the children with daily tasks to gain independence and worked one on one with special needs children. Completed home visits and parent conferences with the teacher to build rapport with parents.

References Are Available Upon Request

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