Entry Level Call Center
Resume:
Marcus Terry
Resume
San Antonio, TX *****
*************@*******.***
Looking to start my career in the Cybersecurity field Authorized to work in the US for any employer
Work Experience
Card Services Specialist
JPMorgan Chase & Co-San Antonio, TX
October 2022 to Present
Call Center, Answer questions related to JP Morgan Chase & Co credit cards an partner cards, to include starting disputes, sending referrals for request for points or bonus offer adjustment. Guide the customer while assisting on line or help manually setup the customer's online profile. Transfer customer to correct departs when needed. Customer Advocate II
Wells Fargo Bank-San Antonio, TX
April 2020 to October 2022
Level 2 support. Support internal and external customers with account inquiries, complaints and ID Theft.
Seek ways to determine appropriate course of action by using investigative steps to identify the issue. Assist with Online Fraud, ID Theft. Preform complex research to review complaints to for regulatory and non-regulatory flags to help classify risk appropriately to ensure the customers issues are resolved while maintaining compliance. Create a cases to track customer feedback using Enterprise Complaints Management Platform Portal (ECMP-Portal). Also created online INC reports, that were to be followed up after processing and online error request.
Intake non-Wells Fargo consumers that have been a victim of ID Theft to start the ID Theft investigation.
Escalation/Support: agents will call with questions about a situation and need guidance on where to find the answer using our resources. Take over a call when Escalations is required or requested.
CSR - Customer Service Representative
MMC Group-San Antonio, TX
February 2020 to March 2020
Assist with state and federal project. Assisting with banking inquiries, transaction inquiries, dispute questions, basic account info.
Customer Care Advocate
Aetna-San Antonio, TX
February 2019 to December 2019
Provide support for providers. Providing healthcare information pertaining to an individual’s health policy, dealing with all types of coverages, Providing service for pre-cert, pre-auth, surgery and procedure codes, office in and out of network eligibility, effectiveness of a policy, past, present and future coverage eligibility. Claims Representative
Mercury Insurance Group-San Antonio, TX
February 2018 to February 2019
Assist with claims dealing with vehicles. Roadside assistance, adjuster and claims representative. Assisted with online concerns regarding account and login questions, dealing with tablets, cell phones, etc...processed checks to be distributed for claims. Insurance Service Professional
Nationwide Mutual Insurance Company-San Antonio, TX April 2014 to October 2018
Worked from home. Assist with claims dealing with vehicles. Roadside assistance, adjuster and claims representative. Assisted with online concerns regarding account and login questions processed checks to be distributed for claims. IT helpdesk support. Team lead and chat moderator. Admin to team online (intranet) site. Escalation Specialist level 2 supervisor
Citibank Financial-San Antonio, TX
October 2010 to April 2014
Assist with escalation calls, supervisor request. Account specialist for all tiers of the business. Online expert dealing with apps, mobile devices, computers etc. Mac, Microsoft, Linux, Android, iOS, IT Help desk, IT support. Started incident request. Open tickets for issues. Started incident reports for system issue request Certifications
Comptia Security+
Comptia
June 2024 to Present
Cloud Computing Architecture
Great Learning - Remote
July 2023 to Present
AWS
Great learning - Remote
April 2023 to Present
Firewall
Great learning - Remote
March 2023 to Present
Cloud Foundations
Great learning - Remote
March 2023 to Present
Information Security
Great Learning – Remote
March 2023 to Present
Cybersecurity
Thinkful - San Antonio, TX
April 2023 to June 2023
Military Service
Branch: USAF
Service Country: United States
Rank: Sr Airman
January 2001 to November 2006
Security Forces-Military Police. IT support
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