Customer Service Representative

YSLA RUCKER

501-***-**** Malvern, AR, ***** **********@*****.***

S U M M A RY

Dedicated Customer Service Representative with 6 years of experience delivering high-quality support in fast-paced environments. Expert in managing customer inquiries, resolving complaints, and maintaining a high level of customer satisfaction through efficient and clear communication. Adept at handling large volumes of interactions across multiple channels while maintaining professionalism and adherence to company standards. Known for strong problem-solving abilities, attention to detail, and a focus on building lasting customer relationships. Seeking to contribute to a dynamic organization committed to providing exceptional service. P R O F E S S I O N A L S K I L L S

Paperwork Processing

Report Generation

Product Knowledge

Inbound and Outbound Calling

Time Management

Problem-Solving

Multichannel Communication

Customer Service Excellence

Complaint resolution

Call Management

Team Collaboration

Customer Relationship Building

CRM Software

W O R K E X P E R I E N C E

Customer Service Representative (Remote) Mar 2020 - Sep 2024 Amazon Remote,

Received inbound calls from customers by responding to inquiries and concerns, while taking orders. Provided exemplary customer service, consistently outperforming company averages in both average handle time (AHT) and CSAT. Incorporated a self-service option that allowed tandem assistance for my team specifically that improved productivity by almost 25%. Documented customer interactions in CRM software to maintain record of all inquiries and transactions. Worked with cross functional internal teams, to identify and address customer issues in a rapid fashion. Close interaction with clients which led to formation of strong relationships. Customer Service Agent Jan 2017 - Jan 2020

Verizon Little Rock, AR

Assisted customers with account inquiries, billing questions, and product orders through phone and email support. Ensured a seamless customer experience by quickly identifying needs and offering solutions that aligned with company policies. Managed multiple customer interactions per shift, handling both routine and complex inquiries. Received department Golden Agent Award of the Month on 5 separate occasions for my willingness to assist and train new and struggling agents.

Customer Support Representative Jun 2015 - Nov 2016 Arkansas Blue Cross Blue Shield Little Rock, AR

Provided comprehensive support to customers via phone, email, and live chat, addressing a wide range of inquiries. Maintained the least amount of required escalations for the customer service department. Maintained a calm and professional demeanor during high-pressure situations, helping to resolve conflicts and diffuse customer frustration.

Used CRM systems to document interactions and track resolutions, ensuring seamless communication between customer support teams.

E D U C ATION

High School Diploma Jan 1988

Newport High School, Newport Arkansas

Associate of Applied Science Jan

Pulaski Technical College, North Little Rock, AR

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