Amaris Tucker

**** **** ****** ****, ** *****

Cell Ph.- 313-***-**** Message Number – 248-***-****

Summary

More than 10 years’ successful experience in customer service and support with recognized strengths in account maintenance, explaining account credits, billing, charges, problem-solving and trouble-shooting, sales, retention, staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Maintained excellent working knowledge using both IBM, Mac systems and most other Microsoft applications. Education

Oakland Community College

Computer Engineer

Experience

12/2018 – 06/2023 Volkswagen of America (Modis) Auburn Hills, MI Customer CARE Advocate

● Provide owners/prospective owners with answers to questions regarding vehicles, features, and services

● Utilize all internal resources to resolve customer/vehicle issues

● Demonstrate a strong, dynamic work ethic, positive attitude, and moral standard

● Exercise responsibility and formulate creative business solutions to achieve superior customer satisfaction

● Quickly and accurately document information in the Listen Application

● Understand and properly apply Volkswagen Policy and Procedure

● Leave all contacts with a positive impression of the Volkswagen Brand 06/2016 – 06/2018 Proctor Financial (OfficeTeam) Troy, MI Policy Procurement Associate

● Responsible for handling outbound phone calls pertaining to property insurance.

● Responsible for outbound contacts such as letters, e-mails, and faxes to insurance agencies, carriers, and borrowers.

● Multi-task between various systems to research and document the phone calls.

● Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner.

● Work with various insurance documents.

● Black knight

07/2014 – 4/2015 Henry Ford College (Entech) Dearborn, MI Enrollment Services/Customer Service Rep.

● Answer inbound telephone calls, answer telephone inquiries, make outbound telephone calls, send and answer emails related to the enrollment process, conduct mailings as needed, perform data entry as needed, perform document imaging, and participate in online chat with students.

● Answer incoming calls, greeting callers, providing information on the enrollment process.

● Solve enrollment related matters for all enrollment related areas including Admissions, Financial Aid, Cashiers, Registration, Records, and Veterans.

● Answer the main college operator switchboard.

● Operate communication systems, such as telephone, switchboard, and document imaging system.

● Relay or route written or verbal messages.

● Place telephone calls for outbound calling campaigns.

● Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.

● Process incoming or outgoing mail, packages, or deliveries

● Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.

01/2012-2/2014 Dialogue Marketing Troy, MI

Customer Service Rep.

• Inbound calls from Great Call customers, providing support in answering questions regarding phone use, billing and usage, taking credit and debit card payments, basic troubleshooting for phone, providing one stop resolution customer service. Completing accurate journals after each calls and maintaining quality, up- selling value added services and retaining at least 40% of calls received. Also keeping compliance with HIPPA laws.

• Also answering over 80 calls a day

• Troubleshooting cell phones and safety devices, activating phones and safety devices, update phones, add and remove lines and features.

• Meeting designated goals for AHT (Average Handling Time) per call in a high volume call center

• Handling multiple types of calls from subscribers, businesses, dealers, etc.

• Utilizing complex internet and software platforms while maintaining a high level of professionalism and customer service

• Working within prescribed time limits and performance standards to exceed and or maintain designated sales quotas.

• Explaining and performing billing charges refunds for customers.

• Documenting, escalating, and resolving complaints or issues properly and in a timely manner.

• Ability to function well in a high call volume environment. 01/2008- 06/2010 Comcast Sterling Heights, MI

Retention Specialist

• Present the ability to implement policies and procedures

• Created and formed business letters to various clients.

• Multi-line phones inbound and outbound calls

• Ability to train, motivates, and supervises customer service employees.

• A team player, acknowledged as “Total Quality Customer Service Professional.”

• Inbound calls from Comcast customers, providing support in answering questions regarding phone use, billing and usage, taking credit and debit card payments, basic troubleshooting for phone, Cable and internet, providing one stop resolution customer service.

• Completing accurate journals after each calls and maintaining quality, up- selling value added services and retaining at least 40% of calls received. Also answering over 80 calls a day. Also keeping compliance with HIPPA laws.

Skills

• Microsoft Word

• Lotus 1-2-3

• Microsoft Excel

• WordPerfect

• PowerPoint

• Access

• Outlook

• Lotus

• Novell

• Summation

• AS 400

• Internet

• MBS Billing System

• UPS Tracking

• Fed-ex shipping

• Aspect

• Avaya Systems

• Comtrac

• MapPoint

• Ellucian

• Web advisor

• Goldmine

• Listen

• Lync

• Develop plans

• Conduct audits

• Variance analyses

• Data Entry

• Blackplanet

• SalesForce

Accomplishments and Achievements

● Consistently recognized by peers and leadership for going above and beyond Core Volkswagen CARE Values

● Awarded 4 times in one week and have a total of 14

● Co-edited the CARE Connection Newsletter for 2 quarters References Will provide.

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