Marla Taylor Wolfe
Augusta,GA
Summary
Dynamic professional with a proven track record at Wideopenwest Inc., excelling in customer service, conflict resolution, and bill auditing. Skilled in analyzing complex issues and implementing effective solutions, I foster collaboration and enhance team performance. My adaptability and self-motivation drive continuous improvement, ensuring high satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Caretaker
Family Care Giver
Augusta, GA
08.2022 - Current
- Provided daily personal care and assistance to enhance patient comfort and well-being.
- Managed medication schedules to ensure accurate administration and adherence.
- Trained new caregivers on best practices for safety and client interaction.
- Advocated for patient's needs within family discussions and care planning sessions.
- Remained alert to problems or health issues of clients and competently responded.
- Improved resident satisfaction by promptly addressing maintenance requests and ensuring a clean living environment.
Customer Advocate
Wideopenwest Inc.
Augusta, GA
08.2018 - 08.2022
- Provided exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with account inquiries, billing issues, and service upgrades to ensure satisfaction.
- Collaborated with cross-functional teams to resolve complex customer concerns efficiently.
- Documented customer interactions accurately in CRM systems to maintain comprehensive records.
Bill Auditor
Wideopenwest Inc.
Augusta, Ga
01.2014 - 08.2019
- Reviewed invoices, and account notes to identify errors, overcharges, and potential fraud to ensure accuracy and cost savings
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Collaborated with cross-functional teams to improve audit processes and reporting efficiency.
- Presented findings to management, offering actionable recommendations for operational enhancements.
- Analyzed billing statements for accuracy and completeness, identifying discrepancies.
Escalation Specialist
Wideopenwest Inc.
Augusta, GA
02.2005 - 08.2018
- Resolved customer issues by analyzing case details and implementing effective solutions.
- Collaborated with cross-functional teams to enhance escalation processes and improve service delivery.
- Documented troubleshooting procedures to streamline knowledge sharing among team members.
- Trained new staff on escalation protocols and customer service best practices for improved efficiency.
- Monitored case progress to ensure timely resolution and maintain customer satisfaction standards.
- Analyzed data trends in escalated cases to identify root causes and recommend preventive measures.
- Worked flexible hours across night, weekend, and holiday shifts
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
New Hire Assistant Trainer
Wideopenwest Inc.
Augusta, GA
01.2010 - 12.2012
- Assisted in developing training materials and resources for new team members.
- Supported implementation of training programs to enhance employee skills and knowledge.
- Monitored trainee progress, providing feedback to improve performance and retention.
- Filed, organized and archived training materials to support future training sessions.
- Collaborated with fellow trainers to develop innovative teaching methods, fostering an environment of continuous learning and growth.
- Participated in regular meetings with senior trainers to discuss trainee progress and address any concerns or challenges faced during sessions .
- Provided coaching and mentoring to new hire trainees.
Education
Marketing
South Carolina State University
Orangeburg, SCSkills
Skilled at working independently and collaboratively in a team environment
Proven ability to learn quickly and adapt to new situations
Self-motivated, with a strong sense of personal responsibility
Physical therapy support
Creative thinking
Customer service
Conflict resolution
Timeline
Caretaker
Family Care Giver
08.2022 - Current
Customer Advocate
Wideopenwest Inc.
08.2018 - 08.2022
Bill Auditor
Wideopenwest Inc.
01.2014 - 08.2019
New Hire Assistant Trainer
Wideopenwest Inc.
01.2010 - 12.2012
Escalation Specialist
Wideopenwest Inc.
02.2005 - 08.2018
Marketing
South Carolina State University