Academic Advisor Customer Service
Resume:
APRIL TUCKER
Customer Service Expert
Laurel, MD 20724
adozrc@r.postjobfree.com
Seeking an opportunity with an organization that will allow me to learn and grow as it expands and to bring forth new and innovative concepts that will ultimately enhance not only my personal growth but that of the organizations' mission.
#readytowork
Authorized to work in the US for any employer
Online Social Media Evaluator
Appen - Remote
January 2018 to Present
Online and social media evaluator with emphasis on ad relevancy and spotting deep fake videos. In addition I help improve the online reputation for various companies.
Temporary Employee
Anne Arundel Community College - Hanover, MD
June 2014 to July 2015
Student Service Assistant
• Greeted customers
• Advised student on academic schedules
• Assisted students with building their academic schedules and entering their data via the online registration system
• Provided clerical support to academic staff
• Maintained appointments for students
• Registered students using official school database
• Collected tuition payments from students using official designated school program
College Bookstore Clerk
Anne Arundel Community College - Hanover, MD
January 2011 to June 2014
A
WORK EXPERIENCE
• Provided customer support assistance to bookstore patrons
• Responsible for bookstore inventory
• Provided cashier duties; issued receipts, refunds, credits, or change due to customers
• Processed customer payments by cash, debit or credit card
• Reconcile the cash register,
• Performed markdowns, transfers, promotion set up, inventory audits and store execution audits duties
• Assisted students during semester rush with purchasing and buy back book program
• Trained new team members to promote and ensure top-quality customer service in a fast paced environment
• Maintained store aesthetics and environment
• Prepared inventory of stock and ordered merchandise Academic Advisor Assistant
Anne Arundel - Hanover, MD
May 2011 to January 2012
• Responsible for student triage
• Greeted customers
• Advised student on academic schedules
• Assisted students with building their academic schedules and entering their data via the online registration system
• Provided clerical support to academic staff
• Maintained schedules for senior academic advisors using Microsoft Outlook Office Manager
Golden Choice Healthcare Options Co - Glendale, CA August 2007 to November 2009
• Responsible for ensuring office practices reflected company goals
• Developed and implemented office policies and procedures
• Interviewed potential clerical employees
• Evaluated performance of each clerical staff member
• Provided professional and personal goal mentorship to employees
• Resolved inter-office disputes
• Consolidated company databases
• Cataloged and maintained company files
• Responsible for auditing all accounts payable and receivable transactions
• Identified opportunities for prospective business
• Summarized product lines and services
• Processed contracts and applications for new businesses
• Interacted with clientele face-to-face, via telephone, fax and email
• Organized Executive calendar
• Proactively performed other duties as needed
Shift Supervisor Trainee
Rite Aid - Los Angeles, CA
April 2007 to July 2007
• Supervised 8 employees
• Customer service cash handling
• Inventoried merchandise
• Merchandise stocking
• Responsible for end of shift cash reconciliation
• Trained new employees
Customer Service Representative/Escalation Manager Client Logic Corporation/Call Center - Winfield, AL May 2002 to February 2007
• Gateway, Inc.(Contract)
Customer Service Representative/T2 Technical Support -Sony USA(Contract)
• Provided excellent support to customer service staff as assistant training coach
• Used critical thinking skills to analyze difficult situations and apply credits to customer's accounts as needed
• Directly interacted with approximately over 100 customers daily via phone and email
• Responded to customer inquiries and or technical issues in a timely and professional manner
• Troubleshot and Diagnosed product technical issues to help assure speedy and correct resolutions to maintain customer satisfaction.
• Increased customer retention by 45%
• Acted as a liaison between the Escalations & Customer Service teams
• Provided back-up support to the management & technical teams
• Evaluated calls to help ensure departmental standards were being met
• Analyzed CSAT (Customer Service Satisfaction Survey) to track correlation between changes in different training procedures and policies and the satisfaction of customers.
• Lead meetings that encouraged new trainee development
• Provided excellent customer service skills including proficiency in processing documentation accurately and in a timely manner.
• While focusing on the key metrics of average call duration, first call resolution, and customer satisfaction in addition to keeping a low transfer and escalation rate I was able to provide my company with excellent and knowledgeable customer service.
AA in Paralegal Studies
Anne Arundel Community College
August 2015 to Present
Human Resource Management
Faulkner University
August 2001 to December 2003
Nursing Program
Bevill State Community College
August 1998 to July 1999
Lamar County High School
EDUCATION
May 1998
Social Media
Digital Marketing
Employee Evaluation
Triage
Office Management
WordPress
Social Media Management
Graphic Design
Adobe Photoshop
Content Creation
https://www.coursera.org/account/accomplishments/certificate/LNWHMNTTQWW8 Maryland General Assembly Official Citation
December 2013
outstanding achievement, performance, and leadership in my community. The Division of Learner Support Services of Anne Arundel Community College. January 2012
Recognized for my contributions made to the department of student services during the 2011 academic year COVID-19 Contact Tracing Johns Hopkins University
July 2029 to Present
Course certificate for COVID-19 Contact Tracing From Johns Hopkins University. SKILLS
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CERTIFICATIONS AND LICENSES
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