1. Carolyn Johnson–Cox
Cell: (757) 237-4244 Home: (757) 485-1728
njccox@gmail.com
OBJECTIVE
Obtain a leadership position applying creative problem solving and lean management skills with a growing
company to achieve optimum utilization of resources and maximize profits
SUMMARY OF QUALIFICATIONS
 Strong communication and interpersonal skills
 Expert in customer relations and detail orientated
 Extensive knowledge of ICOMS
 Analytical reasoning
 Account allocation & reconciliation expert
 Detail orientated and well organized
 Product training and placement and provide coaching to fellow peers
 Knowledge of Microsoft Word, Excel, PowerPoint, Outlook
EXPERIENCE
ReceivableManagement
COXCOMMUNICATIONS
Chesapeake,Virginia 2000-Present
 Serves as a Subject Matter Expert to Support Specialist by answering questions and sharing
successful collections support tactics to improve individual performance
 Investigate and handle misapplied payments, refunds and return payments while maintaining
confidentiality
 Handles complex and difficult situations to avoid escalations and makes decisions regarding
external customer collections status.
 Work in partnership with colleagues to support business continuity and ensure all priority work is
accomplished. Responds via standard forms or emails to requests for transactions or information
from internal customers (e.g., Customer Care, Retail, Sales, Call Center Collections, Field Service,
etc.)
 Reduced time and costs and increased efficiency by introducing new process procedures
QC Audit
 Audit accounts daily to capture weekly and monthly trends for accuracy and compliance
 Reduced & measured expenses by improving resource allocations & reducing data entry errors by
CSR
 Audit customers deposit requirements for new services or premature interruption

2.  Achieved company objectives by leveraging internal resources and collaborating with departments
to effectively provide support
 Investigate and process Better Business Bureau complaints and FCC complaints
 Training and coaching new employees on Audit Policies and procedures
Employee Accounts
 Perform multiple tasks to assure high quality accuracy of employee account as well as maintenance
of Apartment Managers and Reciprocal accounts
 Responsible for keying, maintaining and auditing of employee accounts
 Research all issues related to billing problems, On-Time Guarantee’s and missing equipment
 Training for new employee’s on courtesy accounts
 Formulated and enforced Service Center policies, procedures and quality assurance measures
 Excellent written and oral communication skills
 Facilitated information flow between customer service, account management operations, and
quality assurance to guarantee objectives were met
Customer ServiceRepresentative
 Handle all incoming customer calls. Processed credit card and check payments via phone, for
internal and external customers. Preform Equifax credit checks on prospective clientele
 Contacted new and existing customers to discuss how specific products could meet their needs
 Generated business development awareness by implementing in-depth sales and training programs
 Research misapplied payments, serviceability, installation issues and equipment retrievals /returns
 Collaborated with account executives to penetrate new accounts, identify potential customers and
coordinate product promotional trials
 Developed and implemented policies, procedures and process improvement initiatives to improve
retention rates and increase customer satisfaction
EDUCATION
Certificate, Residential Telephony, Chesapeake, Virginia
Certificate, creating a service culture, Chesapeake, Virginia
Certificate, High Speed internet, Chesapeake, Virginia
Certificate, Long & Foster Real Estate, Virginia Beach, Virginia
Certificate, Portsmouth Nurses Registry, Portsmouth, Virginia
Diploma, Deep Creek High School, Chesapeake, Virginia