Customer Service Operational Excellence
Resume:
Krishana Rucker
Las Vegas, NV 89149
**************@******.***
Professional Summary
Adept at driving operational excellence and financial growth. Leverage expertise in both start up and traditional corporate environments, along with and exceptional leadership skills with minimal supervision and the ability to learn new things quickly to streamline processes and enhance profitability. Skilled in fostering team development and customer satisfaction, this approach ensures competitive advantage and sustainable success.
Skills
Microsoft Office Proficient
MS Outlook
Zoom/Teams
Internet savvy
QuickBooks
Yardi
Work History
01/2023 to Current
Intuit (Turbo Tax)
Licensed Tax Professional – Remote
Seasonal full-service Tax Expert
Worked effectively independently while 100% remotely.
Excellent communication skills, both verbal and written.
Self-motivated, with strong sense of personal responsibility.
Skilled at working independently and collaboratively in team environment.
Proven ability to learn quickly and adapt to new situations.
Passionate about learning and committed to continual improvement.
Strong Customer Service/Assistance written, verbal, chat technology and software guidance.
04/2017 to Current
Chief Operating Officer
CMB LOGISTICS LLC – Carson, CA
Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
Oversaw day-to-day operations across multiple departments, included but not limited to A/R, A/P, dispatching to ensuring timely delivery of projects and streamlined workflows.
Guided teams through periods of significant change by providing clear communication and decisive leadership during transitions.
Negotiated contracts and agreements to secure favorable terms and maximize profits.
Monitored and analyzed industry trends to identify opportunities for organizational growth and competitiveness.
Spearheaded major organizational restructuring.
Established and maintained strong relationships with customers, vendors and strategic partners.
Maintained P&L and shouldered corporate fiscal responsibility.
09/2023 to 04/2024
Customer Service Representative
SITEL / Foundever - USAA Bank – Remote
100% remote position
Handled customer inquiries and suggestions courteously and professionally.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
03/2008 to 03/2021
Senior Property Manager
Dino Management Inc – Gardena, CA
Monitored real estate portfolio in excess of 1B$ and accounting organization for DMI. Standard Operating Procedures (SOP), which defines policies and procedures. Diligent, proactive and precise accounting complied with critical thinking, these principles along with leadership to reduce risk, control expenses and maximize revenues as strong team player, communicated effectively with owners, tenants, and on-site associates.
Maintained meticulous records of all property transactions, including leases, renewals, and terminations.
Investigated and resolved any tenant complaints. Increasing tenant satisfaction by promptly addressing maintenance issues and concerns.
Coordinated with legal counsel to resolve complex tenant disputes, protecting property owner interests.
Conducted regular property inspections to ensure compliance with safety regulations and company standards.
Developed strong relationships with local vendors, ensuring timely completion of repairs at competitive prices.
Delivered emergency 24-hour on-call service for tenants on building issues.
Responded to Common Area Maintenance (CAM) inquiries. In additional annual CAM Reconciliations for all properties under my leadership
Created expense reports, budgets, and filing systems for management team.
Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable. Provided exceptional customer service when addressing vendor/tenant inquiries related to invoices, payments, or account balances.
Completed financial reports, providing insight into performance, operations, and cash flow in timely fashion.
Education
Associate of Arts: Accounting and Business Management
Los Angeles Harbor College - Wilmington, CA
High School Diploma
John Muir High School - Pasadena, CA
Certifications
Notary Public - Expiration August 2024
Certified Income Tax Professional, Renewed Annually
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