Alexis Mercado
Country club hills
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Friendly Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Capable Contract Manager with extensive background overseeing contracts for services such as retail. ex. (Costco) Handles routine paperwork, disputes and contract administration with organized approach.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
King Heating Cooling and Plumbing
04.2022 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Compiled required documentation to keep contracts compliant with Costco's requirements.
- Successfully managed high volumes of contracts simultaneously while meeting tight deadlines and ensuring accuracy.
- Managed, supervised and controlled execution of contracts ranging from $5,000 to $50,000.
- Implemented best practices in contract management processes to ensure consistency across all departments.
Assistant manager
graham enterprise
01.2017 - 03.2020
- Helped senior managers run smooth operations by independently handling day-to-day requirements.
- I was responsible for staff training and scheduling
- Improved customer relations, maintained brand loyalty, and recaptured lost revenue opportunities by smoothly handling escalated problems.
- Delegating miscellaneous duties
- Supported budget development and forecasting with cost-saving measures and revenue enhancements.
- I was in charge of hiring and payroll
Manager
Dunkin Donuts
06.2014 - 12.2016
- Handling all customer complaints
- I was responsible for hiring and payroll
- Delegating miscellaneous duties
- I was responsible for training and scheduling staff
- Maintaining monthly, quarterly and annual fiscal budget
- I prepared the store and staff for quarterly inspections
Customer Service Receptionist/Child service manager
Preferred Guest Resorts
12.2011 - 02.2014
- Meet and greet customers , make them feel welcomed
- Enter all customers into CRM marketing system
- Call customers to schedule appointments
- Child care and general cleaning of child care facility
Education
GED -
Kennedy King College
Chicago, IL06-2025
Skills
- Great time management
- Critical thinking
- Problem resolution
- Call center experience
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Paperwork processing
- Appointment scheduling
- Documentation
- Data collection
- Clerical support
Timeline
Customer Service Representative
King Heating Cooling and Plumbing
04.2022 - 08.2025
Assistant manager
graham enterprise
01.2017 - 03.2020
Manager
Dunkin Donuts
06.2014 - 12.2016
Customer Service Receptionist/Child service manager
Preferred Guest Resorts
12.2011 - 02.2014
GED -
Kennedy King College
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