Shenna Tucker

ad1qku@r.postjobfree.com Charlotte, NC 28215

PROFESSIONAL SUMMARY

Determined customer service representative with 10 + years of experience in CSR roles, strong multi-tasking skills, and the ability to efficiently prioritize tasks.

SKILLS

Expert: Organizational Skills, Active Listening Skills, Customer Service Skills

Advanced: MS Excel, PowerPoint, Word, Problem Solving, Leadership, Computer Skills Intermediate: Zendesk, Teamwork, Written Communication Skills, Self Motivation

WORK EXPERIENCE

EV Concierge Advisor, Aston Carter - General Motors, June 2023 - Present

• Assist customers via chat, phone, and email with the electric vehicles product, reservation, ordering, dealership, service, home-charging, and recall-related questions

• Remain courteous and calm at all times, even during moments of intense customer displeasure.

• Maintained superior knowledge of General Motors’ present & future EVs to deliver accurate information to satisfy customer inquiries.

• Take ownership and create the appropriate documentation for every customer interaction.

EV Concierge Advisor, Epitec - General Motors, October 2021 - March 2023

• Assist customers via chat, phone, and email with the electric vehicles product, reservation, ordering, dealership, service, home-charging, and recall-related questions

• Remain courteous and calm at all times, even during moments of intense customer displeasure.

• Maintained superior knowledge of General Motors’ present & future EVs to deliver accurate information to satisfy customer inquiries.

• Take ownership and create the appropriate documentation for every customer interaction.

Customer Service (Live Chat), TeleTech, October 2014 - April 2016

• Handle 90+ chats daily, with duties including signing up new customers, retrieving customer data, troubleshooting, presenting relevant product information, and canceling services • Maintained superior knowledge of the Weight Watchers Program and services to deliver accurate information to satisfy customer inquiries

• Remain courteous and calm at all times, even during moments of intense customer displeasure

• Received a positive feedback rating of 80% based on customer satisfaction surveys.

Customer Service, Working Solutions, January 2014 - July 2014

• Reviewed customer profiles to find opportunities to upsell internet or mobile cellular devices and phone plans

• Maintained a positive attitude at all times in a fast-paced environment

• Collaborated with the project team to improve the First Call Resolution rate within the company by clearly setting appropriate expectations and asking the customer if their issue has been adequately resolved

• Managed inbound and outbound calls for troubleshooting, billing, account changes, upgrades, and navigation through systems.

EDUCATION

Coursework toward Bachelor's Degree in Health Care Administration, June 2017-July 2019 Liberty University

● Courses included: Finance, Accounting, Microeconomics, Statistics and Research, Organizational Behavior, Managerial Consulting, Interpersonal Communication, and Human Resource Management

Associate Degree of Science, August 2015-May 2017

Barton Community College

Customer Service Certification, September 2005

Mecklenburg Women's Center

AWARDS/RECOGNITIONS/VOLUNTEER WORK

• Girls Scouts of USA, Troop Leader & Service Unit Communication Coordination, September 2015 - September 2022

• Girl Scouts of the USA National Appreciation Pin, April 2020

• Girl Scouts of the USA Green Hornet Pin, June 2018

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