Websites
Summary
Overview
Skills
Work History
Additional Experience
Education
Timeline
Additional Experience
AssistantManager
Chelsea Tucker

Chelsea Tucker

Cleveland,OH

Summary

Dedicated customer 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

11
11
years of professional experience

Skills

  • Organizational Skills
  • Collaborative Team Player
  • Conceptual Thinking
  • Analytical and Methodical
  • Interpersonal Communication
  • Friendly and Patient
  • Customer Communication and Empathy
  • Client Rapport-Building
  • User Support and Troubleshooting (Customer-Facing & Call-Center, Onsite/Remote)
  • Microsoft Windows and Office
  • Mobility Devices
  • Customer Relationship Management

Work History

Product Support Analyst/Tier 1 Lead

Oracle Corporation
05.2017 - 12.2022
  • Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
  • Troubleshot problems with software, hardware and networking for users.
  • Configured hardware, devices and software to set up work stations for employees.
  • Identified, triaged and escalated issues to advanced support staff along with clear outline of problems and technical detail.
  • Partnered with sales, operations and field service teams to coordinate solutions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.

Solution Specialist

Verizon Wireless
06.2015 - 05.2017
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Answered customer questions about billing, account issues and upgrade possibilities.
  • Resolved escalated customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
  • Conducted troubleshooting and diagnostic procedures on customer devices.
  • Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.

Mobile Sales Lead

Best Buy Co Inc
08.2010 - 04.2014
  • Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in cellular devices, accessories, and audio products.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Leveraged industry trends and competitive analysis to improve customer relationship building.
  • Mentored and coached team members on best practices and protocols to maximize productivity.
  • Supported both general store manager and mobile manager in executing day-to-day operations by supervising and running the floor and/or department during critical times.

Additional Experience

Reservations Agent, Marriott International

Solon, OH | December 2014 - June 2015

  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Utilized MARSHA/OPERA to input all key data into hotel's database system.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.


Shift Supervisor, Starbucks

Cleveland, OH | April 2014 - January 2015

  • Completed store opening and closing procedures and balanced tills.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.

Education

Associate of Applied Science - Programming And Development

Cuyahoga Community College
Cleveland, OH
05.2024

No Degree - Psychology

University of Toledo
Toledo, OH
05.2012

Timeline

Product Support Analyst/Tier 1 Lead

Oracle Corporation
05.2017 - 12.2022

Solution Specialist

Verizon Wireless
06.2015 - 05.2017

Mobile Sales Lead

Best Buy Co Inc
08.2010 - 04.2014

Associate of Applied Science - Programming And Development

Cuyahoga Community College

No Degree - Psychology

University of Toledo

Additional Experience

Reservations Agent, Marriott International

Solon, OH | December 2014 - June 2015

  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Utilized MARSHA/OPERA to input all key data into hotel's database system.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.


Shift Supervisor/Assistant Manager, Starbucks

Cleveland, OH | April 2014 - January 2015

  • Completed store opening and closing procedures and balanced tills.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.

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