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
Zendeskundefined
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
Typing (10+ years)
Microsoft office (10+ years)
Excel (7 years)
Fax (10+ years)
Filing (5 years)
Powerpoint (4 years)
Office Administration (7 years)
Customer Service (10+ years)
Customer Relations (10+ years)
Customer Service Skills (10+ years)
Teamwork (10+ years)
Telecommunications (10+ years)
Telephone Skills (10+ years)
Administrative Support (6 years)
Technical Support (10+ years)
Appointment Scheduling (7 years)
Call Center (9 years)
Cashier (5 years)
CSR (10+ years)
Customer Support (10+ years)
Customer Care (10+ years)
Teaching Experience (1 year)
Medical Terminology (3 years)
Medical Office Experience (4 years)
Medical Billing (3 years)
Insurance Verification (3 years)
Cold Calling
Live Chat
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