MARTINA D. COX
Pike Road,AL
Summary
Technical Support and Quality Assurance professional with experience troubleshooting, diagnosing, and resolving customer issues across phone, chat, and email channels. Known for identifying trends, documenting solutions, and improving processes while delivering excellent customer experiences. Skilled at supporting multiple systems and helping customers solve technical and service-related problems quickly and efficiently.
Overview
9
9
years of professional experience
Work History
QA Specialist
EdFinancial
01.2022 - Current
- Monitor and evaluate customer interactions for quality, compliance, and accuracy.
- Analyze calls and cases to identify technical, process, and system issues.
- Provide coaching and feedback to improve troubleshooting and resolution performance.
- Identify recurring customer problems and recommend process improvements.
- Maintain QA scorecards, reports, and documentation.
- Ensure adherence to federal student loan regulations and company policies.
Technical Support Representative
Premier Tech
10.2021 - 01.2022
- Provided technical support for FAFSA via phone, chat, and email.
- Diagnosed and resolved customer issues related to applications and system access.
- Guided customers through troubleshooting and product navigation.
- Documented issues and solutions for knowledge base improvements.
- Escalated undocumented or complex issues to appropriate teams.
Insurance Clerk
State of Alabama
02.2017 - 04.2018
- Provided customer support and account assistance.
- Maintained records, scheduled appointments, and routed calls.
- Verified documentation and improved record-keeping systems.
Education
Licensed Cosmetologist -
Virginia College
MontgomeryDiploma - undefined
Robert E. Lee High School
Skills
- Technical Troubleshooting
- Issue Diagnosis
- Customer Support (Phone/Chat/Email)
- QA Call Monitoring
- Documentation & Knowledge Base Updates
- Process Improvement
- Root Cause Analysis
- Microsoft Office & Multi-System Navigation
- Ticketing & Case Management
- Data Entry & Reporting
Timeline
QA Specialist
EdFinancial
01.2022 - Current
Technical Support Representative
Premier Tech
10.2021 - 01.2022
Insurance Clerk
State of Alabama
02.2017 - 04.2018
Diploma - undefined
Robert E. Lee High School
Licensed Cosmetologist -
Virginia College