Angela S. Tucker

**** ********** *** #***

Las Vegas, Nevada 89107

T: 702-***-****/ acf1f6@r.postjobfree.com

EXPERIENCED CUSTOMER/CLIENT SERVICE ASSOCIATE

I am qualified in patient/customer advocacy, social responsibilities and cause

marketing rules, sales and upsales. I have fifteen plus years of customer service

experience. I have exceptional troubleshooting capabilities with focus on quality

expectations.

I am a strong and inspirational leader with a talent for recruiting and motivating

team members. I am passionate about human development and tenacious in pursuit

of goals.

Work

experience

2013 - 2014

Telus International

Sears Campaign (Live Chat Agent)

Addressed Sears customer questions and concerns via online chat and over the

phone when required.

Placed online Sells, cross sells and up-sells of add-on items.

Multi-tasks utilizing a variety of online tools to resolve customer concerns and

issues.

Maintained active product knowledge to insure customer trust in during

acquisitions.

Leader in one chat resolution responsibilities.

2011 - 2013

The Care Circle

Founder - Couples Outreach (Voluntary)

Lead dynamic workshops relating to the Care Couples within our Church

facility and the surrounding Community.

Attendance and participation at monthly Couples planning meetings and

additional training sessions as needed.

Maintain workshop data, including attendance rosters, program support

distribution, evaluations and other reporting documents as needed.

Facilitate and organized Community outreach activities such as Legal Aid

group counseling events, Health Fairs and Back to School Donation Drives.

Aid in program growth by providing feedback to Workshop Team Leaders

on couples’ responses to the program.

Encourage couples to seek “one-on-one” sessions with Family Support

Coordinators and provide referrals to Family Support Coordinators as

needed.

2010 – 2011

P.S.I.

Customer Service Representative

Serve as primary point of contact for customer inquiries; providing accurate

and thorough information to the customer base through both verbal and

written communication.

Process customer orders in an accurate, efficient and timely manner.

Answer incoming calls in a courteous and timely manner.

Provide support to the Professional Development Team in all operations to

ensure the smooth delivery of products necessary for training deliverables.

Work closely with sales representatives to reconcile contracts; ensuring

materials match up to the contract and resolve any discrepancies with the

accounts.

Organize workflow to meet customer deadlines and appropriately escalate

issues to the appropriate department.

Effectively present and discuss the products and services of the company in

a way that conveys superior understanding and facilitate branding of

products and services.

Retention of in-depth knowledge of business rules and operating procedures

relating to order processing.

Work with credit and collections and provide timely response on invoice

issue customer requests.

2003 - 2010

Medco Health Solutions

Internet Customer Service Representative

Respond to electronic correspondence and inquiries disseminating

information about Health Plan regulations, Policies and Procedures.

Process customer requests assigned to electronic queues, i.e. refill requests,

claim forms, and other supply requests, etc.

Participant in the “Generics First” program – A program designed to inform

member of cost savings with Generic medications

Analysis of emails, alert management of issues and direct to appropriate

departments.

Aid customers with web support issues

Research missing orders or non-receipt of mailed prescriptions

Work with Customer Service Pharmacists and other 3rd Party venues to

resolve customer inquiries in compliance with professional practices

Serves as a department role model by maintain a professional demeanor at

all times and demonstrates a commitment to the team

2000 - 2003

Medco Health Solutions

Customer Service Representative

Assist register and pre-registered members navigate the Medco website

Receive inbound calls from varied heath care members referencing their

Health Care Plans

Administer and dispense information for over 10,000 health care plans to an

estimated 10 million members.

Education Community College of Southern Nevada - Las Vegas, Nevada

Fine Arts

Sociology Major – currently enrolled

University of Nevada Las Vegas - Las Vegas, Nevada

Fine Arts

Sociology Major – Film Directors Program

Additional

Skills Proficient in Windows and Microsoft Office software packages including

Outlook, Word, and PowerPoint and Excel. Energy driven, self-

motivated, creative thinking, team player, natural leader and motivator.

Contact this candidate