Michael Rucker
Seymour
Summary
Results-driven professional with expertise in customer service, conflict resolution, and team leadership. Proven ability to enhance customer satisfaction and foster positive team environments.
Overview
18
18
years of professional experience
Work History
Family Service Director
Alliance Funeral Group
Knoxville, TN
02.2021 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Developed and maintained knowledge base for common customer issues, improving response time.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinate grave side funerals.
- Accept payments for cemetery products.
- Verify accuracy of bronze grave markers.
- Sell pre-need and at-need cemetery products.
Team Leader
Dollywood Amusement Park
Sevierville, TN
09.2016 - 01.2021
- Led team in daily operations, ensuring adherence to safety and service standards.
- Trained and mentored new staff on operational procedures and customer service excellence.
- Coordinated scheduling and workload distribution to optimize team efficiency during peak times.
- Implemented process improvements that enhanced guest experience and reduced wait times.
- Resolved guest complaints swiftly, maintaining high levels of customer satisfaction and loyalty.
- Monitored team performance, providing constructive feedback to foster skill development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Mortgage Loan Originator
U.S. Bank
Sevierville, TN
08.2015 - 08.2016
- Originated residential mortgage loans by assessing borrower needs and guiding them through application process
- Evaluated loan applications, ensuring compliance with underwriting guidelines and risk assessment standards
- Collaborated with real estate agents to coordinate loan closings and address client inquiries effectively
- Developed customized financial solutions by analyzing clients' financial situations and recommending appropriate loan products
- Provided exceptional customer service throughout the entire loan process from initial consultation to closing day.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Fielded customer complaints and provided solutions.
Owner/Operator
Armored Asset Recovery and Towing
Seymour, TN
01.2008 - 03.2012
- Managed daily operations of towing and asset recovery services.
- Trained and mentored staff on safety protocols and industry best practices.
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Interacted well with customers to build connections and nurture relationships.
- Conducted field investigations to locate and secure collateral from defaulting borrowers.
- Documented repossession activities and maintained accurate records for compliance purposes.
- Collaborated with law enforcement to ensure safe and legal repossession processes.
- Maintained client trust by providing timely updates on the status of their accounts and recoveries.
- Improved client satisfaction by promptly locating and recovering collateral assets.
- Built positive relationships with clients, resulting in repeat business for the company.
- Minimized conflict situations by employing de-escalation techniques during confrontations with debtors.
Education
Northwest High School
Cincinnati, OHCertified Nursing Assistant
Tennessee Technology Center of Knoxville
Knoxville, TNSkills
- Team leadership
- Training and mentoring
- Operations management
- Strategic planning
- Credit and collections
- Customer service
- Problem-solving
- Cash handling
- Sales expertise
- Conflict resolution techniques
- Time management
Timeline
Family Service Director
Alliance Funeral Group
02.2021 - Current
Team Leader
Dollywood Amusement Park
09.2016 - 01.2021
Mortgage Loan Originator
U.S. Bank
08.2015 - 08.2016
Owner/Operator
Armored Asset Recovery and Towing
01.2008 - 03.2012
Northwest High School
Certified Nursing Assistant
Tennessee Technology Center of Knoxville