Marcus Cunningham

*** ****** **** ****

Columbia, SC 29212

Phone 803-***-****

advaqq@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Comcast Inbound Sales Representative

**/**/**** - *******

Ability to create value around all of our products and services and tailor a package to fit our customer's needs.

Win as a team-Relationship management skills and openness to feedback.

Maintain a courteous and friendly attitude when interacting with customers in a constant changing environment.

Build a positive work relationship with customers to enhance the image and public perception of a company.

Present, promote and sell products/services using solid arguments to existing and prospective customers.

Robert Half Talent Solutions/Everise

Customer Service/Technical Support - HR Block - 08/01/2021 – 04/01/2022

Answering incoming calls and some chat inquiries to help resolve all hardware and software issues of tax offices and associates.

Working Remotely to resolve hardware/software issues internally

Ensuring representatives and Franchises have functioning systems in order to file taxes

Escalate any unresolved Technical Issues to Field Technical Representatives who need to be dispatched

Wells Fargo Bank N.A. Columbia SC

Contact Center Team Manager July 2016-July 2021

Ensuring Quality Assurance and Quality Customer Service is provided to every Account Holder

Ensuring Team Members and present and accountable for the productivity and following their schedules

Providing new Team Members with a welcome and ensuring they have all the tools needed to perform job duties

Facilitating meetings on a daily bases to ensure Site Leaders and Team Members are on one accord

Wells Fargo Bank N.A. Columbia SC

Phone Bank Team Lead I/II/III/IV February 2013 – July 2016

Readily available and took escalated calls that were not able to be handled by Team Member

Ensuring Quality Assurance Coaching was completed in a timely manner

Being a resource for Team Members and answering questions to ensure Team Members understood their job duties

Took overflow calls when service levels were high with an overwhelming amount of clients that had banking concerns

Time Cable Columbia SC

Account Services – November 2011 – January, 2013

• Duties include assisting with billing inquiries, scheduling installs/trouble calls, and multi-tier troubleshooting

• Monthly sales goals quota required to meet or exceed

• Maintain Quality Assurance Score of 85% or greater

TeleperformanceUSA DIRECTV Columbia SC

Customer Service Representative – April 2010 – July 2011

• Duties include handing billing inquiries, reducing churn, explaining rebate process and benefits

• Rescheduling Service calls, offering self-service options

• Increase revenue offering equipment upgrade, upsell premium services, educating on service protection plan

Verizon Wireless, Columbia SC

Tech 1 Coordinator/Customer Service, December 2004 - April 2010

• Duties include handling a high volume of 800-lineinbound customer calls

• Research and resolve billing inquiries; explain products and services

• Troubleshoot service equipment issues, i.e. Blackberry BIS/BES, Windows Mobile Phones, Verizon Wireless standard handsets etc.

•Troubleshooting web browsers and compatibility with Verizon Wireless websites and device software i.e. Internet Explorer, Safari, Mozilla Firefox etc.

Prioritize and organize daily follow-ups to ensure timely resolution

• Evaluate customer concerns, attempt to de-escalated customer concerns, and resolve problems to the customer's satisfaction while meeting or exceeding company standards. Assist with transition for new hires for the class 04/03/06 - 05/12/06

• Ensured representatives were meeting company goals

• Work directly with the Wireless Data Technical Support & Network Repair Bureau to research and resolve escalated data issues

• Proficient in the use of Microsoft Systems (Excel, Word, Power Point, Access, IE, etc.)

• Trained with Data new hire transition to include retraining of all Data information and troubleshooting, maintenance of schedule adherence, floor presence and creation of technical materials Liaison to the Data Overage team to assist with escalated data overage issues

Chick-Fil-A Restaurant, Columbia SC

Assistant Manager May 1996 - December 2004

• Hiring and training all new and possible candidates for position, monthly inventory to assist Auditing the Profits and Losses Package

• Set weekly mandatory meetings with all team members on a monthly basis to ensure that all team members are on the same accord and meeting company standards Checking in product orders and ensuring that the products and services delivered from vendors meet quality requirements to achieve overall customer satisfaction

• Perform a customer feedback survey called Customer Loyalty Monitor to receive direct feedback from consumers who were patrons of the establishment are getting the quality of products and services as they expect.

United States Army

Patient Administration Specialist July 1998 – December 1998

• Compile data and prepare required statistical reports

• Initiate correspondence pertaining to medical records, medical board proceedings, line of duty investigations; and other records and reports pertaining to patient administration

• Apply knowledge of medical terminology as it applies to anatomy and physiology

• Maintain a medical record tracking system within the medical treatment facility

EDUCATION

Windows Mobile Specialist

Productivity Awards

Ridgeview High School

High School Diploma 1998

Patient Administration Specialist Graduate US Army

Safe Serve Food Service 2003 Certified

A+ Essentials (2006-601) Certified

A+ Remote Support Technician Certified

Oracle, PeopleSoft, Kronos, ACSS

Experience with Windows 7 Home/Premium 32-Bit/64-Bit Imaging, Programming, and Troubleshooting

REFERENCES

References Available Upon Request

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