MARCI SKINNER Cleveland Ohio 44110
(216) 481-5699
216-278-1529 cell
OBJECTIVE: TO OBTAIN A POSITION in troubleshooting, social media uploads posting.
Employment:
Vivint.com work at home:June 2018-September 2019 hired on /was working for Stateside
BPO below same job description below.
2017 May- April 30th 2018- Statesidebpo: Assisted customers over the phone with security
systems: troubleshooting: panel, sensors, smoke detectors etc.. and (iot )products, updated
billing account information, and scheduled trip work orders . I Also troubleshooted camera’s,
doorlocks & thermostats as advanced tech support role.
2016 October-2017 (Seasonal) Teletech-Tax product,download products, install
applications, navigate internet browsers and familiarly with operating systems including
Windows.
2015-2016 Summer- Assisted husband with market research for projects for patent resources
:5 hours part time.
2014 Intuit/Turbotax.com Tax Season 2014 Working On My Return
Agent:Client Support
Professional Research, analyze and determine an appropriate course of
action for TurboTax customers Interact with customers via phone or chat, focusing on tax
related questions, data entry and navigation Document all issues, resolution and follow up
actions-Provide consistent, high quality support to all customers Be a positive representative
for the IntuitOrganization; take a caring and empathetic approach to customer interactions
Learn how to use the TurboTax product to accurately and efficiently resolve customer
inquiries on the first contact Handle problem resolutions that may require follow-up and/or
escalation to a higher level of expertise Functional Skills: Strong troubleshooting skills
required to probe/clarify or understand
cause of system problemsQuick study with general working knowledge of TurboTax product
preferred Technicaltroubleshooting skills for Explorer and Windows Helpful and proactive
manner with a service orientation Good interpersonal skills & administrative skills Outstanding
verbal and written communication
Support. com(Client-Comcast)
Redwood California (August 2011- 2012) Sales Associate( Sales Staff laid off June 4th 2012)
Sold computer & Internet tech support services,guided customers in adding wireless network
service &configuration set up to their internet package.Responsibilities:Made product
recommendations for wireless networking issues customer’s pc supplied best in class support
to direct consumers on all technology support needs Used company provided tools to
troubleshoot and solve customer technology problems Maintained high level of customer
satisfaction with focus on first call resolution Gave customer information on Identification and
removal of Malware and Viruses.The customer will then purchase a plan.
Short walk through regarding the location of the customer’s operating system.
•Answered calls and greet customer or partner sales representative
•Reviewed ticket in customer service tracking application
•Determined scope of issue
•Confirmed customer agreement to pricing and conditions of service and used empathetic listening to calm frustrated customer when necessary.

•Managed credit card processing
•Handled requests for refunds per company policies
•Followed through on warranty requests or open issues
•Closed the incident within recommended service times
•Properly document all support calls
•Represented company in a professional and ethical manner.
EDUCATION:
Cleveland State University, Cleveland Ohio Bachelor of Arts: Communication (1993)
Continuing
Education & Personal Development:
Edx training: self study : Salesforce, cloud Management,
Direct Marketing Course certificate ( 1995) Microsoft Word (1998) PowerPoint (1998) HTML
(1999)
SALARY REQUIREMENT : STARTING $12.00 hourly or reasonable training rate.