Corina Marquez
Baldwin Park,CA
Summary
Energetic and accomplished professional with over 20 years of administrative office and customer service experience. Known for effective team management, quality office administration, project planning, and strong organizational skills. Detail-oriented with excellent written and oral communication skills to build strong relationships and thrive in fast-paced environments. Possesses outstanding analytical capabilities and a demonstrated talent for providing comprehensive support. Solid multitasking and time management skills. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Administrative Assistant II/ Department Assistant Field Operations
Charter Communications Operating, LLC
01.2016 - Current
- Provide executive-level administrative support to Field Operations
- Work closely with managers and supervisors providing day to day support as needed
- Official Site Proctor for NCTI/SCTE training and certification courses and exams, working closely with employees, Human Resources, and Training Department
- Prepare and coordinate meetings, events, catering, and audio/visual needs
- Processing of daily, monthly, quarterly reporting (Meter compliance/inventory, Supply Chain/CPE, Fleet, Performance, NCTI/SCTE, Work Order Compliance, Damage Claims, Residential and SMB multi repeats
- Execute special and continuous research, and moderately complex data analysis, including correspondence, memos, reports, exams, and employee progressions with high degree of accuracy and timeliness
- Organize and maintain accurate files and records
- Monitor and record daily Janitorial E-waste logs on TQA reporting site
- Support ECAF’s (Escalated Customer Action Form) executive escalations
- Organize and coordinate yearly ladder and fire extinguisher inspections for Field Operations, Construction, Maintenance, and warehouse teams
- Meter management (reports, provisioning, software updates, firmware updates, test accounts, inventory control)
- Support projects within the company on various levels working closely with other departments and project manager.
Customer Escalation Specialist/ Administrative Assistant II
Charter Communications Operating, LLC
01.2010 - 01.2016
- Provide executive-level administrative support to the Director of Business Operations and various departments within the company with a demonstrated ability to improvise, improve procedures, and meet demanding deadlines
- Liaison between all impacted departments to ensure proper communications and special projects
- Processing of monthly and daily reporting
- Support Customer escalations for Southern California and Central California based customers
- Organize and direct office services, maintenance so as to aid executives and legal department as needed
- Support projects within the company for various departments such as Technical Operations, Construction, Engineering, Design, and dispatch teams.
Special Services Coordinator
Charter Communications Operating, LLC
01.2007 - 01.2010
- Mindshare Survey Escalations
- Pull monthly reports, Review Call back Surveys
- Assist Customers will problems and provide resolution and follow up
- Escalate issues to appropriate departments within Charter
- VPGM escalations for Southern and Central California areas
- Answer calls/emails (24-48 hours turnaround time)
- Log and track escalations on teams Share point
- Escalate to appropriate Technical Operation Managers and/or Department for review as needed
- Provide follow up and ensure that problems have been resolved with escalation
- Charter equipment investigations
- Research and audit lost, stolen, and damaged equipment
- Review and complete customer equipment escalations
- Remove equipment from customer accounts, when necessary, submit CPE reports to Warehouse Managers
- Employee/Reciprocal Accounts
- Complete all requests for employee/reciprocal accounts such as new installations, downgrades, upgrades, transfers, billing inquiries, and disputes
- Quarterly audits for Charter employees accounts, Time Warner and Cox Cable reciprocal accounts.
Dispatcher I
Charter Communications Operating, LLC
01.2006 - 01.2007
- Respond to requests by prioritizing and dispatching service requests to available installation and services technicians, liaison between technician and customer service employees
- Pre-call any customers that fall out of the automated pre-call system to verify issues, schedule appointment date and times and reschedule missed appointments
- Troubleshoot and resolve issue by fixing customers problem whenever possible eliminating unnecessary truck rolls
- Escalate unresolved issues accordingly
- Record customer service calls into computer to provide accurate customer service history
- Assist technicians over the phone with equipment, troubleshooting, and internet speed issues to ensure all services are working for the customer
- Close work orders and ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate charges added to the account.
Customer Service/Retention Representative
Charter Communications Operating, LLC
01.2006 - 01.2006
- Professionally, accurately, and effectively handle in-bound calls from customers requesting: Video and internet connectivity troubleshooting
- Credits, payments and billing inquiries, Changes to customer records when needed
- Sell additional Charter products and services during customer interaction
- Resolve customer questions or concerns
- Home Networking and Security Suite support
- Respond to inbound disconnect/downgrade calls in a continuous effort to retain customers
- Retain products and services for existing customers
- Assist customers with questions pertaining to billing disputes and service complaints of voluntary disconnects
- Process orders for new service, rescheduled, and saved accounts
- Process credit card payments
- Track and report results of retention efforts.
Education
High School Diploma -
Rowland High School
Rowland Heights, CASkills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Professional Communication
- Event Coordination
- Database entry
- Scheduling and calendar management
- Dedicated Team Player
- Confidential Document Control
- Excel spreadsheets
- Internet Research
- Deadline-oriented
- Letter preparation
- Program files maintenance
- Expense Reporting
- Research
- Relationship Building
- Computer Proficiency
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Critical Thinking
- Microsoft PowerPoint
- Microsoft Office Suite
- Strong Problem Solver
- Documentation and Recordkeeping
Education Training Skills Certificates
- CSN- Henderson Nevada- 2001
- ROP- Certified Nursing Assistant -1997
- Rowland High School – 1996
- CPR Certified
- Office 365 Microsoft Office
- Advanced skills in Excel (Pivot Tables/V&H Lookups)
- Smartsheet
- SharePoint
- Collaboration Savvy (WebEx, WebEx Teams, MS Teams, & Skype for Business)
- Autodesk Design
- Adobe Editor
- Google Docs
- Icoms, CSG, Agent OS, BI MicroStrategy Reporting, Scope, GIS, AIM, WFX, UXID, UCM, Ariba, ARI Holman, Magellan, SPIDA, VIAVI , Tech Req/SAP
- Charter Communications- Quarterly Achievement awards
- Records Management and CPNI training
- Recycling and Waste Management training
- Workplace Expectations (WE) training
- Sexual Harassment training
- NCTI-Leadership 101
Certification
- Microsoft Office -2000
- Microsoft Office Suite -2013
- Excel-Data Analysis-Pivot Tables - 2020
- NH Microsoft Sharepoint Site Owner & Power User - 2021
- Leadership 101 Training - 2024
- Communication Styles for Leaders-2024
- Respectful Communication - 2024
- Leading Self-True Awareness- Impact Certification -2024
- Building Your leadership Brand
Interests
Currently, I am actively involved in voluntary work with the church. I am also working with Children's International to sponsor children in need across the globe. I enjoy participating in outreach events and helping out in my community. In my free time, I like going on road trips, listening to music, and spending time with family, close friends, and my two dogs.
Timeline
Administrative Assistant II/ Department Assistant Field Operations
Charter Communications Operating, LLC
01.2016 - Current
Customer Escalation Specialist/ Administrative Assistant II
Charter Communications Operating, LLC
01.2010 - 01.2016
Special Services Coordinator
Charter Communications Operating, LLC
01.2007 - 01.2010
Dispatcher I
Charter Communications Operating, LLC
01.2006 - 01.2007
Customer Service/Retention Representative
Charter Communications Operating, LLC
01.2006 - 01.2006
High School Diploma -
Rowland High School