Stacy Rucker
Cape Coral,FL
Summary
Efficient Ticket Agent with 15 years of experience in fast-paced environments. Reliable team member with adaptability and situational awareness- supporting team members after identifying deficiencies. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
28
28
Certifications
Work History
Ticket Agent, Customer Service Representative
Omni Interactions, Inc
Cape Coral, FL
10.2015 - Current
- Chat and email, Chat and email support agent using Zendesk and sales force and Gorgias.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Escalations for missing items and damaged items.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Handled inbound customer chat conversations from various websites.
Customer Service Representative and chat support and sales
Alorica
Cape Coral, FL
10.2010 - 07.2017
- Answer incoming email tickets as well as chat and phone calls for customers
- Placing orders, canceling orders, tracking updates and product updates
- Taking payments over phone, helping process exchanges and returns.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within our parameters of company-mandated policies and procedures.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted our department with email-based and phone support when call center was busy or short-staffed.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Handled inbound customer chat conversations from various websites.
- Developed exemplary writing skills through continued correspondence with upwards of 300-500 customers per day.
Customer Service Representative/ cashier
Walmart
Cape Coral, FL
11.2011 - 07.2015
- Super center greeting customer ringing up groceries cash register operations
- Helping train new employees helping stock shelves
- Lead generator telemarketing
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join reward programs.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Tallied cash drawer at beginning and end of each work shift.
- Addressed customer needs and made product recommendations to increase sales.
Lead generation
National Business Communications
Clearwater, FL
06.2007 - 10.2011
- Appointment setter outbound calls to new and previous customer on air conditioning service.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Entered data into [Software], ensuring accuracy and uniformity.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Achieved or exceeded company-defined sales quotas.
Education
Associate - healthcare management
Herzing University
Orlando, FL 01.2015 - 12.2017
Associate degree - medical administration
Herzing University
Orlando, FL 03.2013 - 11.2014
Skills
Zendesk
Creative problem solving
Multi-line phone talent
Complaint resolution
Professional telephone demeanor
Friendly and professional communications
Issue escalation
Process Management
Special projects
Relationship building
Writing skills
Telephone etiquette
Customer services
Customer engagement
Team Building
Order fulfillment
Certification
Typing (10+ years)
Additional Information
- Authorized to work in the US for any employer
Timeline
Ticket Agent, Customer Service Representative
Omni Interactions, Inc
10.2015 - Current
Associate - healthcare management
Herzing University
01.2015 - 12.2017
Associate degree - medical administration
Herzing University
03.2013 - 11.2014
Customer Service Representative/ cashier
Walmart
11.2011 - 07.2015
Customer Service Representative and chat support and sales
Alorica
10.2010 - 07.2017
Lead generation
National Business Communications
06.2007 - 10.2011