Chelsea Tucker
Customer Support Professional
Cleveland,United States
Summary
Dedicated sales and support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Analyst
Oracle Corporation
Solon, OH
05.2017 - 12.2022
- Assisted clients with product configuration issues, triage, resolution of post-sales inquiries, and confirming contracts.
- Managed constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted with training and coaching of new hires and peers.
Solution Specialist
Verizon
Woodmere, OH
06.2015 - 05.2017
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Listened to customer needs and desires to identify and recommend optimal products.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Conducted troubleshooting and diagnostic procedures on customer devices
Mobile Sales Lead
Best Buy
Mayfield Heights, OH
08.2010 - 04.2014
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in mobile devices, accessories, and services.
- Supported both store general manager and mobile manager in executing day-to-day operations.
- Trained team members in successful strategies to meet operational and sales targets.
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Skills
Adaptability
Complaint resolution
Account management
POS systems expert
Training development aptitude
Professional telephone demeanor
Key stakeholder relationship building
Inventory & Merchandising
Money handling abilities
Key holder experience
Interpersonal Communication
Strategic Sales Knowledge
Organization
Leadership/Supervisory Experience
CRM
Support Experience (Customer-Facing and Call Center, Technical & Non-Technical)
Additional Experience
Reservations Agent, Marriott International
12-2014 – 06-2015
- Managed 50+ calls per day
- Processed all reservation requests, changes, and cancellations received by phone, fax, or mail including travel agents, wholesalers, employee discounts, and complimentary rooms.
- Upsold Marriott products and services
- Answered general customer questions & inquiries to ensure an "Effortless & Seamless Guest Experience."
Shift Supervisor, Starbucks
04-2014 – 12-2014
Contribute to the success of Starbucks by:
- Assisted the store manager in executing store operations during scheduled shifts
- Deployed and delegating tasks to baristas
- Coached partners to success
- Enhanced and maintained the “Starbucks Experience.”
Education
Psychology
University of Toledo
Toledo, OHAssociate of Applied Science - Software Programming & Development
Cuyahoga Community College
Cleveland, OH 12.2020 - Current
Timeline
Associate of Applied Science - Software Programming & Development
Cuyahoga Community College
12.2020 - Current
Customer Service Analyst
Oracle Corporation
05.2017 - 12.2022
Solution Specialist
Verizon
06.2015 - 05.2017
Mobile Sales Lead
Best Buy
08.2010 - 04.2014
Psychology
University of Toledo