Adella Rucker
Andover,KS
Summary
Proven to enhance customer satisfaction and retention rates, I leveraged my problem-solving abilities and exceptional communication skills at Marriott International, Inc. to resolve complex issues, leading to a significant increase in repeat business. My expertise in customer relationship management and quality assurance controls consistently fostered positive outcomes and operational excellence. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. I am a Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Elite Customer Service Specialist
Marriott International, Inc.
05.2015 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
Graduate Assistant
Wichita State University
05.2012 - 04.2015
- Managed administrative tasks such as grading, scheduling, and record-keeping to ensure smooth operations within academic departments.
- Served as a liaison between faculty members and students for addressing concerns or issues related to coursework or academic policies.
- Facilitated student success by identifying areas of improvement and providing constructive feedback on assignments and exams.
- Developed and managed organized, orderly student databases and tracking systems.
- Administered coursework, graded assignments and provided constructive feedback.
- Maintained accurate records of student performance data for tracking progress towards learning objectives throughout the semester.
- Collaborated with faculty members on research projects, contributing to the advancement of knowledge in their respective fields.
- Expanded professional network through active participation in university-wide events, conferences, seminars, or training sessions.
- Developed strong communication skills by presenting research findings at conferences, meetings, and academic gatherings.
- Organized events and workshops for promoting learning outside the classroom, fostering a sense of community among students.
- Assisted professors in the development of course materials for improved student engagement and understanding.
- Mentored students with personalized guidance on academic progress, career goals, and professional development opportunities.
- Coordinated with faculty members to develop course syllabi and materials.
- Enhanced research quality by providing thorough literature reviews and data analysis support.
- Analyzed acquired information and presented to professors.
- Supported course instruction through leading breakout sessions, group discussions, and supplementary lessons designed to reinforce key concepts.
- Led weekly seminars to discuss research findings and build ideas to progress projects.
- Supervised and mentored undergraduate assistants, aiding research project success.
- Evaluated and interpreted data from experiments and surveys to support research projects.
- Built and maintained professional relationships with students and faculty members.
- Checked assignments, proctored tests and provided grades according to university standards.
- Monitored student progress to identify weaknesses and provide recommendations for improvement.
- Mentored and advised students to focus on academics and explore career paths and opportunities.
- Documented attendance and completed assignments to maintain full class and student records.
- Taught small groups of students focused on specific parts of coursework.
- Devised and implemented strategies for engaging students in class discussions.
- Helped students develop diligent study habits and strategies to achieve successful outcomes.
Education
Master of Science - Criminal Justice
Wichita State University
Wichita, KS05.2012
Bachelor of Science - Criminal Justice
Wichita State University
Wichita, KS05.2009
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Telephone Etiquette
- Complaint Handling
- Problem Resolution
- Customer Relationship Management
- Complaint resolution
- Price quotes
- Customer Retention
- De-Escalation Techniques
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Active Listening
- Professional telephone demeanor
- Follow-up skills
- Prioritization
- Microsoft Outlook
- Critical Thinking
- Conflict Resolution
- Data Collection
- Dispute Resolution
- Escalation management
- Credit adjustments
- Customer Education
- Team Development
- Money handling abilities
- Research
- Quality Control
- Multi-line phone talent
- Payment Processing
- Quality Assurance Controls
- Microsoft PowerPoint
- Proofreading
Timeline
Elite Customer Service Specialist
Marriott International, Inc.
05.2015 - Current
Graduate Assistant
Wichita State University
05.2012 - 04.2015
Master of Science - Criminal Justice
Wichita State University
Bachelor of Science - Criminal Justice
Wichita State University