Ysla Rucker
Malvern,AR
Summary
Dedicated Customer Service Representative with 6 years of experience delivering high-quality support in fast-paced environments. Expert in managing customer inquiries, resolving complaints, and maintaining a high level of customer satisfaction through efficient and clear communication. Adept at handling large volumes of interactions across multiple channels while maintaining professionalism and adherence to company standards. Known for strong problem-solving abilities, attention to detail, and a focus on building lasting customer relationships. Seeking to contribute to a dynamic organization committed to providing exceptional service.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Solugenix Corporation
Brea, CA
07.2025 - 12.2025
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed high-volume call queues, ensuring timely responses to customer requests.
- Collaborated with cross-functional teams to streamline service processes and enhance customer satisfaction.
- Documented customer interactions meticulously in CRM systems for accurate record-keeping.
Customer Service Representative (Remote)
Intuit TurboTax Online
02.2025 - 04.2025
- Assist customers via phone, chat, email, or video with questions about TurboTax products including log-in issues, navigation, importing documents, and basic tax topics.
- Guided users through software features like downloading, printing and e-filing returns.
- Troubleshoot technical issues related to the TurboTax platform.
- Escalate complex tax or technical inquiries to the appropriate team when needed.
- Document interactions in CRM systems to ensure accurate records and follow-up.
Customer Service Representative (Remote)
Amazon
03.2020 - 09.2024
- Received inbound calls from customers by responding to inquiries and concerns, while taking orders.
- Provided exemplary customer service, consistently outperforming company averages in both average handle time (AHT) and CSAT.
- Incorporated a self-service option that allowed tandem assistance for my team specifically that improved productivity by almost 25%.
- Documented customer interactions in CRM software to maintain record of all inquiries and transactions.
- Worked with cross functional internal teams, to identify and address customer issues in a rapid fashion.
- Close interaction with clients which led to formation of strong relationships.
Customer Service Agent
Verizon
01.2017 - 01.2020
- Assisted customers with account inquiries, billing questions, and product orders through phone and email support.
- Ensured a seamless customer experience by quickly identifying needs and offering solutions that aligned with company policies.
- Managed multiple customer interactions per shift, handling both routine and complex inquiries.
- Received department Golden Agent Award of the Month on 5 separate occasions for my willingness to assist and train new and struggling agents.
Customer Support Representative
Arkansas Blue Cross Blue Shield
06.2015 - 11.2016
- Provided comprehensive support to customers via phone, email, and live chat, addressing a wide range of inquiries.
- Maintained the least amount of required escalations for the customer service department.
- Maintained a calm and professional demeanor during high-pressure situations, helping to resolve conflicts and diffuse customer frustration.
- Used CRM systems to document interactions and track resolutions, ensuring seamless communication between customer support teams.
Education
Paralegal
Pulaski Technical College
North Little Rock, Ar.High School Diploma - undefined
Newport High School
Newport, Ar.01.1988
Skills
- Paperwork Processing
- Customer Service Excellence
- Report Generation
- Complaint resolution
- Product Knowledge
- Call Management
- Inbound and Outbound Calling
- Team Collaboration
- Time Management
- Customer Relationship Building
- Problem-Solving
- CRM Software
- Multichannel Communication
Timeline
Customer Service Representative
Solugenix Corporation
07.2025 - 12.2025
Customer Service Representative (Remote)
Intuit TurboTax Online
02.2025 - 04.2025
Customer Service Representative (Remote)
Amazon
03.2020 - 09.2024
Customer Service Agent
Verizon
01.2017 - 01.2020
Customer Support Representative
Arkansas Blue Cross Blue Shield
06.2015 - 11.2016
High School Diploma - undefined
Newport High School
Paralegal
Pulaski Technical College