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Drew Marley
4205InletCircle,Greenacres,FL33463~(561)-324-8880~drewmarley@hotmail.com
AC Coastal Construction
Construction Worker / West Palm Beach, FL
March 2015 – October 2015
Turn Properties: This includes
• Restoration of homes to original condition inside and out.
• Professional Painting, interior and exterior.
• Minor Electrical work. Installing light fixtures, Ceiling fans, Switches est.
• Replacing locks both inside and outside.
• Patio screen repair and replacement.
• Minor pluming work. Installing disposals and other kitchen fixtures. Fixing leaks. Replacing toilet and
bathroom fixtures.
• Installing auto safety doors and locks if homes is equipped with pool.
• Landscape restoration. Power Washing.
Verizon Wireless
Customer Service Advocate – Alpharetta, GA
Dec. 2013 – Oct. 2014
• Effectively handled escalated situations to retain customers business, by expressing empathy and being
100% focused on finding a solution to customer’s issues.
• Advised customer of beneficial features, rate plans, products and services.
• Assisted customer with upgrades, adding new lines of service and recommend accessories as needed.
• Resolve technical issue with customer’s device.
• Resolved general issues that include billing, roaming, and issued credits.
Customer Service Operations Coordinator – Alpharetta, GA
Jun. 2007 – Dec. 2013
• Perform attendance tracking and identifies corrective action. Provides recommendation/corrective
action to Supervisor. Works closely with management team (including Human Resources) to ensure
consistent approach.
• Act as area liaison with disability carrier, researched employee STD/FML cases.
• Provide management with statistical reporting around attendance trends. Performs random audits of
employee attendance and corrective action to help ensure consistency and fairness.
• Attend Supervisor meetings to educate employees of overall STD/FML process, proper time coding.
• Reported timesheet audits and payroll reconciliation for the south region.
• Reported shrinkage, center targets, error trending,
• Created timesheet follow up and pass due employee report for employees on FMLA/STD.

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Finance Coordinator - Area Operation Center, Alpharetta, GA
Dec. 2003 – Jun 2007
• Support all sales teams Business Sales Associate, Business Sales Representatives, Account Executives and
Major Account Managers.
• Manually activate service when required in Vision when orders fail in Net Ace.
• Process orders via Net Ace or ACSS for upgrades, new line of service, and new service with ported
numbers from other wireless carriers, equipment orders and accessory orders via Work Flow Manager
for non ROS capable orders.
• Order completion from various company extranet sites.
• Provision access discounts per-company profile.
• Resolve escalated issues as they arrive from the South Area Enterprise Team.
Special Projects: ROS/ACSS UAT Testing, P.I.T. Crew Member, Communications SME/AOC News Letter
Publisher. Static IP SME (Subject Matter Expert)
Business Support Center Coordinator - B.S.C. – Tampa, FL
Jun. 2001 - Dec. 2003
• Respond to questions from a company’s single point of contact regarding billing, products, rate plans,
coverage, troubleshooting, and roaming.
• Liaison between the Field Businesses Account Executives and the customer to relate timely,
accurate information and resolve conflicts
• Generate sales leads by inquiring about current and future servicing needs. Gather information and
assist customers by recommending products and services to generate additional sales to be forwarded to
the appropriate channels.
• Perform offline task and analysis such as rate plan analysis and system changes; calculate pro-rations,
follow-ups and system notation.
Senior Customer Services Representative – Customer Service Center – Tampa, FL
Jan. 2000 – Jun. 2001
• Online function as first point of contact for the CFC (Customer Fulfillment/ Center).
• Responded to escalated calls from third party venders (Radio Shack EST.)
• Assist Leads and Supervisors ensure all CFC teams are well informed and abreast of all current
information required for accurate provisioning resolution for all customers, sales agents and Account
Managers.
• Assesses needs of front line associates and respond quickly to those needs resulting in a timely
• Assisting Customer Services Associate in regards to escalated calls.
Customer Services Representative – CS Offline Support
C.O.R.E. / C.O.R.P. / Agent Support / Direct Fulfillment – Tampa, FL
Nov. 1998 - Dec.1999
• Support all Verizon’s agents & account managers via e-mail or fax.
• Resolve billing issues. (Re-rate, Rate Plan Analysis, Rate plan Changes)
• Account updates (including Upgrades, Restore & Suspend Accounts, No Installs and Roaming Pin
Changes.
• Customer Support (C.O.R.E. Bill Request, EZ pay, Share Plan Changes, adding Enhanced Services and
International Dialing,)
• Run credit reports. Advised customer of outcome.
• Evaluate deposit requirements, inform customer of results.
• Review all incoming Direct Fulfillment orders from all GTE regions.
• Audit account for all appropriate charges. Update as needed.

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• Advise Customer Care of available stock & ETA of new Items.
• Locate & Confirm delivered or misplaced packages shipped by our warehouse. Software Skills
Microsoft Office Suite - Word, Excel, Access, Publisher, Adobe PhotoShop and PageMaker, Macromedia Flash,
Vision, ACSS, WFM, IEX, VZTime, People Soft, Rockwell Aspect,