Qualification Summary

Administrative and technical support. Experienced in working in fast-paced environments, which demand strong organizational and interpersonal skills. Trustworthy, ethical and discreet. Committed to superior customer service while being confident and poised in interactions with the public. Detail oriented and able to multi-task effectively.

Employment History

Customer Service Representative

12/2014 – 10/2015 DCHealthlink (Government Contract)

I assisted all DC residents, House and Senate employees and small businesses with enrolling in health plans which included Carefirst, Kaiser, Aetna and Medicaid.

I processed documents such as proof of citizenship, residency, marital status, income and any additional information needed to insure enrollment submitted via faxes, email or U.S. Mail correspondence.

I submitted appeals on behalf of consumers who felt they were denied unfairly. Verified 1095A tax information.

I completed Medicaid applications on behalf of consumers who were unable to do so themselves.

Customer Service Agent

04/2012 - 05/2014 University of Maryland UniversityCollege Upper Marlboro, MD

•I performed a high volume of incoming and outgoing calls and was required to provide “world class” customer service, along with taking ownership of any situation that occurred.

•I processed payments, resolved payment disputes and made necessary adjustments when applicable.

•Assisted students with enrollment. Explained the application process, and walked them through going online to apply. Documents needed to get started including high school or other college transcripts, proof of citizenship or military. Explained acquiring funding, Financial Aid, Scholarships, and Grants. Provided 1099A tax information.

Customer Account Representative

05/2010 – 02/2012 Comcast Largo, MD

•Processed a high volume of incoming calls assisting customer with maintenance issues with phone, internet or video services. I performed troubleshooting with consumers and dispatched techs to premise when

•I performed troubleshooting with consumers up to where their equipment connected to our service. It included testing to modems, routers for the phone and internet and to the cable box when cable issues existed.

•Dispatched techs to premise when unable to resolve the problem over the phone with the consumer.

•I performed sales, upgrades and cancellation of services. Assisted customers with any billing concerns such as corrections. adjustments and change of billing plans.

Maintenance Technician

06/2008 - 05/2010 State Highway Administration Laurel, MD

•Responsible for maintaining, replacing and repairing signs on the beltway and interstates.

•I worked to resolve complaints phoned in by consumers that often included signs down in neighborhoods.

•Worked with Miss Utility and was required to be knowledgeable of where water, electric and gas lines ran as well as knowing the depth or distance permitted to place signs.

•In addition I did pavement markings for intersections, schools, and other public facilities.

Central Office Technician

11/1983 - 06/2008 Verizon Silver Spring, MD

•Started out in clerical and administrative capacity where I took back to back calls for residential and business telephone subscribers.

•I dispatched a crew of approximately 30 technicians who perfomed installation and repair work. I was in direct communication with the technicians through-out the process of completing the job and followed up with the customer to make certain they were happy with the work performed.

•I later worked in the Customer Care Group where I assisted customers who had reported the same problem more than twice, or had complaints regarding a tech's work at their location and finally defusing irate customers.

•Assisted with Presidential Appeals which was a group established to assist customer's who had escalated their concerns to theVerizon President.

•Worked as a Frame Tech where I performed wiring, and installations, disconnections, and telephone number changes.

•Worked with light-guide, fiber optics, voice and data circuits, T1 & T3 systems. I did rerouting, patching during periods where the country experienced disasters.

•Tested White House circuits and insured that the President had air to ground communications when flying national and internationally. I tested with local, national, and international telephone personnel.

•My final position was working on DSL circuits where assisted customers and other telephone personnel with problems such as slow or no connectivity, low signal strength, high noise levels, receiving garbled data and etc.

Noel J. Wormley

Education History

Associates Degree

Computer Learning Center, Fairfax Virginia

Virginia State College, Petersburg, Virginia

High School Diploma Washington & Lee Sr. High

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