1. Marian E. King
2063 Kimber Trl
Stone Mountain, GA 30088
m.elthomas75@yahoo.com
Mobile: 770-519-9691
 Microsoft Word
 Excel
 Outlook
 PeopleSoft
 Kronos
 Call Center
Management
 Tech Support
 Payroll verification
 Invoicing
 Customer Service
Management
 IOS
 JDE. Oracle
 AS/400 programs
Professional Experience
Hotwire communications 07/16-present
Fiberoptic Telecom Escalation specialist
•Responsible for providing technical telephone, CATV, and Internet support to customers and
answer complex questions on function and usage of products
•Resolve customer questions or problems via telephone in areas of system configuration/setup,
product functionality and bugs/enhancements
•Perform follow-up testing, and/or troubleshooting in order to assist customers with the most
accurate and timely response to their technical support issue(s)
•Serve as primary support liaison between Hotwire Communications and our residential
customers
•Possess thorough knowledge of Hotwire Communications product line and other applications
utilized by customers
•Work with customers to identify needs and to determine the appropriate action
•Use investigative skills to ascertain the nature of the caller’s concerns and develop an action
plan to resolve issues
•Direct unsolved technical issues to appropriate departments and personnel
•The ultimate goal is to resolve issues during the first telephone call
•Promote and maintain a high quality, professional service-oriented image among customers
Telecom Analysis
VOIP specialist
VXI-Comcast
Tech Support Rep 03/16-07/16
Responsible for supporting the National Sales team on all pre and post order account
management on the Comcast National / Multi-Site Workplace product.
Works with field operation personnel to ensure customer satisfaction.
Communicates with internal and external customers.
Provides customer facing support to Commercial customers.
Diagnoses customer issues through process of elimination by asking probing questions.

2. Determines the appropriate solution based on diagnosis and executes the most logical fix
providing verbal instruction to customer at a level of detail commensurate with customer PC
knowledge and experience.
Identifies customer LAN issues.
Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router,
or combination device (stability of equipment as well as configuration).
Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS
problems.
Activation, configuration, and use of Web space service.
Providing, verifying, and/or modifying network settings (TCP/IP).
Resets and/or re-provisions customer modem.
Obtains, provisions, adds, or deletes multiple IP addresses.
Checks for outages by reviewing outage page for known problems and/or checks router.
Notifies the appropriate parties and advises the customer accordingly.
Documents details of customer interaction by opening ticket in the trouble ticketing system and
records appropriate information in database.
Assigns ticket to local market to dispatch service call or assigns to TSR2 for advanced
troubleshooting.
Identifies areas for improvement of process and procedure, and provides feedback to
supervisors.
Meets or exceed business goals (metrics).
Chase source(Xerox) 11/15-03/16
Call Center Agents JOB RESPONSIBILITIES: Performs appropriate account maintenance,
updates, education on insurance benefits and coverage, and payment processing to assist
customers and completes corresponding outbound correspondence, internal documentation and
handoffs in strict adherence to departmental policy and procedures Disseminates information
to customers on a variety of related topics regarding the customer's insurance benefits using
training materials, handouts, and online tools Completes unresolved inquiry forms for referral
to the correspondence department for a variety of situations requiring further research and
attention Researches and resolves various customer disputes and inquiries with the intention of
satisfying all customer requests and resolving all customer disputes Completes and submits all
necessary documentation including, but not limited to production sheets, time studies, batch
headers, callbacks, settlement sheets, refund requests and resolved folders on a daily basis
Meets or exceeds minimum standards for production and accuracy depending on assignment
Follows the direction of the work leader or supervisor regarding assignment, departmental
policy and procedures
Advance Auto Distribution Center 05/08-09/15
Discrepancy/Inventory Clerk
Compare the quantities of items physically present in the warehouse to the inventory records of a
warehouse. Finds a difference between the stock on hand and the records, investigates the
discrepancy. If necessary, adjusts the errors in the system, under the direction of the warehouse
manager. Wave sheets for work distribution in warehouse.

3. Examines items in inventory for defects, wear or damage, and reports this information to the
warehouse manager. Maintains records of damaged stock and damaged warehouse materials-
handling equipment. Provides guidance and direction to other warehouse workers.
Marks the stock using a variety of means, including radio frequency identification tags, paper
tags, labeling equipment or stencils, or other marking equipment. cleans and maintains the
warehouse and the tools and equipment in the warehouse to keep things in order and in
compliance with federal, state and local safety rules. With guidance from the warehouse manager,
also determines proper storage procedures and inventory control methods.
Advance America
Customer Service Rep. 11/14-03/15
Work independently in a self starting small office environment.
Banking, checking, cash deposit reports and auditing.
Strong written and oral skills.
Data entry
Field calls Working face to face, via internet/phone.
Service customers in payday and title loans.
.
Comcast Retention
Customer Service Retention Agent
Responsible for retaining customers who request to disconnect or
downgrade services. Communications may be inbound and/or outbound. This individual will re-
energize the customer experience and relationship by reselling the benefits and value of Comcast's
products and services. The Customer Account Executive (CAE) must also positively position
Comcast products against competitive program offerings. The CAE relates well to the
customer,thinks and exercises sound judgment, and acts responsibly in the customers' and the
company's interest.
EDUCATION
Continental Academy
High School Diploma
The Stenography Institute of Jacksonville, Inc., Orlando Campus 05/06 – 11/07
Court Reporting