Marcy Baxter Email & Phone Number

Chestertown, Maryland, United States

Work directly with customers to provide a high level customer service experience. Create repair orders either from the customer or the Service Department manager. Relay work orders and customer questions/issues to the proper Service Department Head· Relay updates, bills, and important information to Customers· Create and finalize bills. Order and maintain service department inventory.

Kennedyville, Md

Owner and Fitness instructor for small group classes and personal trainer. Cardio and Strength training programs. Responsible for programming daily classes, customer relations - signing up new clients and client retention, executing daily classes and ensuring clients perform functions safely and accurately. Life Coaching of clients to help keep them enthused and work through personal barriers for exercise and good mental health practices.

Georgetown, Maryland

Customer Relations, answering phones, billing inquires, payments and invoicing for customers. Successful at helping customers with questions about estimates, scheduling of jobs and account/billing questions. Ensuring yard workers time is properly entered in to the Dock Master (DM) system for payroll purposes. Creating new customers and or work orders in the DM system and closing out work orders properly. Creating invoices against the work orders. Preparing and sending proposals to customers. Filing, faxing and basic office duties.

Maryland

AT&TSr Technical Process/Quality Manager 2017 –2019User Acceptance Tester in the Field and Service Transformation Team caring for system changes inCRM, Order Management Sytem, Broad Band Network Management System, Edge and the Care Portal.Planning manager; understanding the changes that will affect the systems, creating testscenarios that accurately captured the changes and ensured that the affected system(s) isworking as per the new requirements. Collaborated with the requirement specialist, project managers and clients to ensure that allchanges were captured and cared for in the test scenarios. Participated in weekly project meetings to stay up to date with time lines, changes and to reporton issues. UAT Tester; responsible for executing all pre planned test scenarios in a timely manner,documenting the success and defects along the way. Created defects when found in systems, participating in chats and meetings with developers tohelp facilitate the defect correction as quick as possible. Over 80 defects identified and resolved in 2018Able to communicate across teams to enhance testing and help other teams when similardefects appear. Created relationships with key contributors to the testing role, always have responsive supportto any issues encountered. Contributed to AT&T 2018 cost saving initiative by identifying possible defects prior toProduction release by approximately $230012.00

Bedminster, Nj

Provide End to End Support for the UVERSE Broadband Network Management System (BBNMS). Systemhandles thousands of orders daily in order to provide HISA, IPTV, and CVOIP to AT&T customers.Testing Specialist; provided support to ensure that written test cases cover requirements andthat regression testing is adequately represented per production releases. Validated test orders that come through the system and perform regression testing pre release.Documented and tracked defects, identify and help document workarounds for deferred defects.Provide metrics for Post Release defect rate.Requirements specialist; analyzed and provided feedback for system requirements forscheduled upgrades to the provisioning system.Implemented Change Requests for upgrades and defects found in system. Identified the correct Method and Procedure the agents should use and sends back orders in a timely manner for the agents to fix in order for customers to have service.Acted in a Subject Matter Expert capacity when representing BBNMS on Requirement and TestingIssues.

Bedminster,Nj

Creator of high level and keystroke level Methods and ProceduresManaged Process changes and documentation for the code administration/911 group Represented Number Administration Group in key meetings to ensure the group functions and interests were recognized and considered for any outside process changesWorked with key stakeholders and upper management to design and implement new inventory systemPart of team to convert 16million telephone numbers and data from old database to new systemWorked closely with vendors as a SME for new systems and system changes Successfully trained users on the new inventory system and any subsequent changes Lead manager on FCC mandated project for number pooling inventory -in charge of developing procedures and overseeing consultants hired to help execute plan in a timely manner Acted in subject matter expert to help create a on line assessment program used company wide by sales force to ensure customers could be signed up and have the capacity or request the builds to ensure the sale could be completed

Bedminster, Nj

Various duties but not limited to scheduling travel, meetings and various functions at the request of the group. Included ordering supplies, creating purchase orders, managing organization charts and updating front desk methods and procedures