Alma Mercado
San Antonio,Tx
Summary
Proactive problem solver with strong clerical skills and efficient prioritization of tasks. Bilingual Customer Service Representative recognized for high productivity and effective communication. Expertise in conflict resolution and customer satisfaction, leading to improved loyalty and positive interactions. Committed to enhancing team performance through knowledge sharing and best practices in customer service operations.
Overview
25
25
years of professional experience
Work History
Bilingual Customer Service Representative
Charter Spectrum
San Antonio, Texas
07.2024 - 03.2025
- Supported customers in English and Spanish with inquiries and concerns.
- Educated clientele on products, services, and company policies in two languages.
- Handled high call volumes while maintaining exceptional service standards.
- Ensured compliance with company guidelines when managing sensitive customer information.
- Guided customers in product selection, addressing features, benefits, and pricing.
Office Manager
Prestige Towing
09.2017 - 08.2023
- Led a diverse team of 7, enhancing collaboration and productivity.
- Managed daily operations for towing service, ensuring efficient workflow.
- Coordinated schedules for towing services to guarantee timely customer response.
- Oversaw inventory management for office supplies and towing equipment procurement.
- Implemented policies promoting a safe and organized work environment.
- Maintained accurate records of towing services and prepared documentation.
- Handled phone calls, emails, and routed mail while coordinating courier services.
- Tracked invoices and payments, ensuring accuracy in accounts receivable and payable.
Advertising Sales Manager
Atlas Auto/Elite Auto sales
San Antonio, Texas
08.2016 - 09.2017
- Secured sales through effective advertising strategies that enhanced brand visibility.
- Managed advertisements to maximize audience engagement and reach.
- Analyzed market trends to uncover new sales opportunities and client needs.
- Cultivated client relationships to ensure satisfaction and promote long-term partnerships.
- Implemented targeted strategies that increased sales and expanded market share.
Administrative helpdesk
Xerox/MMC
San Antonio, Texas
07.2012 - 06.2016
- Promoted high customer satisfaction through prompt issue resolution and friendly service.
- Diagnosed and resolved customer issues to enhance overall experience.
- Managed customer accounts to ensure accurate and efficient operations.
- Handled incoming phone calls while identifying opportunities to improve support processes.
- Performed network repairs, maintaining system reliability and performance.
- Executed daily responsibilities with attention to detail and efficiency.
- Collaborated effectively with diverse teams to achieve goals and resolve product-related concerns.
- Identified customer needs swiftly to deliver tailored solutions.
Care Giver
Patriot Heights Brookdale senior living community
05.2008 - 01.2010
- Assisted residents with daily living activities and personal care needs.
- Administered medications according to prescribed schedules and instructions.
- Collaborated with team members to create individualized care plans for residents.
- Prepared meals based on dietary requirements and aided with feeding as needed.
- Engaged residents in social and recreational activities to enhance well-being.
- Evaluated medical needs and arranged doctor appointments for residents.
- Provided companionship to residents to improve emotional support.
- Helped maintain cleanliness of living spaces through housekeeping tasks.
Cashier
HEB
San Antonio, Texas
01.2000 - 06.2004
- Facilitated in-store checkout process by efficiently ringing up sales and bagging items.
- Maintained accurate cash register balances throughout shifts, ensuring accountability.
- Processed payments via cash, check, credit card, gift card, or automatic debit.
- Issued receipts and provided change to customers promptly and accurately.
- Collaborated with front-end staff to enhance customer service experience.
- Honored coupons and requested price checks to ensure satisfaction for patrons.
- Delivered exceptional customer service through active listening and engagement skills.
- Utilized strong attention to detail while operating cash register.
Education
Administrative Certificate -
National Institute of Technology
San Antonio, TX01-2004
High School Diploma -
JohnJay High School
San Antonio, TX01-1999
Skills
- Call management and product knowledge
- Team leadership
- Data entry
- Bilingual communication
- Active listening
- Relationship building
- Verbal and written communication
- Conflict resolution
- Call center operations
- Customer support
- Payment processing
References
Upon request
Timeline
Bilingual Customer Service Representative
Charter Spectrum
07.2024 - 03.2025
Office Manager
Prestige Towing
09.2017 - 08.2023
Advertising Sales Manager
Atlas Auto/Elite Auto sales
08.2016 - 09.2017
Administrative helpdesk
Xerox/MMC
07.2012 - 06.2016
Care Giver
Patriot Heights Brookdale senior living community
05.2008 - 01.2010
Cashier
HEB
01.2000 - 06.2004
Administrative Certificate -
National Institute of Technology
High School Diploma -
JohnJay High School
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