Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Caroline Cowan

Morristown,TN

Summary

Dedicated and adaptable professional with over 15 years of experience in customer service and more than a decade in software troubleshooting. Recently graduated with a degree in Cyber Data and Security Technology, offering a strong foundation in technical skills and problem-solving abilities. Seeking a position in the cybersecurity field to leverage expertise while pursuing CompTIA Security+ certification and additional credentials. Committed to continuous learning and contributing to organizational success through innovative solutions and exceptional service.

Overview

30
30
years of professional experience

Work History

Customer Care Professional

Sykes / Foundever
01.2015 - Current
  • Work at Home Agent | Customer Service and Billing
  • Tier 2 Technical Support | Collision Repair & Claims Management Software Solutions
  • Knowledge Centered Support (KCS) Author and Coach

Customer Service & Problem Resolution Rep II

Convergys
01.2011 - 01.2014
  • Work at Home Agent | Customer Service and Billing
  • Video, Internet, and Phone Troubleshooting

Licensed Insurance Agent

American General Life and Accident Insurance Company
01.2010 - 01.2011
  • Sales, Collections, Deposits, and Customer Service
  • Individual Agency Accounts

Home Business Owner

JAC Marketing
01.2009 - 01.2011
  • Creator and owner of websites:
  • Snugglywarm.com
  • Missy's Gifts ‘n’ More

Student Services Coordinator / Front Desk Clerk

01.2007 - 01.2010
  • Customer Service, Contracts, Appointment Scheduling
  • Parent Liaison
  • Inventory

Program Director of the Hospitality House Drop-In Center and CTT & Intensive Case Manager

Cherokee Health Systems
01.1996 - 01.2000
  • Supervisor, Quarterly Meetings at the Tennessee Department of Mental Health and Developmental Disabilities, Working with Outside Agencies, Staff Training, Coordinating Educational and Recreational Activities, Monthly Reporting
  • Critical Treatment Team Case Mangar, Field Assessments, Crisis Intervention, Documentation, Patient Advocacy, Interagency Liaison

Education

Bachelor Of Science - Cyber and Data Security Technology

University of Arizona Global Campus
01.2024

Master of Arts in Education - Curriculum and Instruction - Mathematics

University of Phoenix
01.2009

Bachelor of Arts - Physics

Carson Newman University
01.1991

Skills

  • Onboarding, supervisory and training experience
  • Lifetime fast learner, self-starter, and adaptability
  • Organization and recordkeeping
  • Customer service
  • Verbal and written communication
  • Technical troubleshooting
  • Computer skills
  • Microsoft office

Timeline

Customer Care Professional

Sykes / Foundever
01.2015 - Current

Customer Service & Problem Resolution Rep II

Convergys
01.2011 - 01.2014

Licensed Insurance Agent

American General Life and Accident Insurance Company
01.2010 - 01.2011

Home Business Owner

JAC Marketing
01.2009 - 01.2011

Student Services Coordinator / Front Desk Clerk

01.2007 - 01.2010

Program Director of the Hospitality House Drop-In Center and CTT & Intensive Case Manager

Cherokee Health Systems
01.1996 - 01.2000

Master of Arts in Education - Curriculum and Instruction - Mathematics

University of Phoenix

Bachelor Of Science - Cyber and Data Security Technology

University of Arizona Global Campus

Bachelor of Arts - Physics

Carson Newman University

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