Armani Mercer
Las Vegas,NV
Summary
I am highly motivated and a results-driven professional with a proven track record of success in various industries. However, I have a strong background in customer service with consistent demonstration of ability to problem solve and exceed expectations of customers. My expertise lies in the knowledge I gained from trial and error in different scenarios with customers to see them get the best outcome. I am known for exceptional tenacity and active listening. I have been able to problem solve thousands of issues and have great outcomes just by focusing of resolutions to the customers issue at hand. I am very confident that my combination of skills, experience, and passion make a valuable asset to any organization.
Overview
5
5
years of professional experience
Work History
Customer Advocate Specialist
Cox Communications Inc.
04.2023 - Current
- I currently work as a customer advocate for cox communications, I assist with problem solving issues for technical troubleshooting problems , general information, and putting tickets in for customer signal issues, scheduling transportation for technician assistance and swapping/updating equipment.
- I handle small billing inquires and promote sales for our mobile department as well!
Customer Service Member
Nations Benefits
09.2022 - 03.2023
- I assisted members for “UHC” with medical inquiries, payments, claims, plan modifications, provider changes, as well as general information and any retention.
- I was also required to de-escalate all members' issues and provide any offers customers may qualify for at the time. In addition, it was also a responsibility to send out notices to customers during renewal season.
Customer Care Advocate
3 Day Blinds
01.2022 - 09.2022
- I assisted as an Inbound CSR that assisted clients with placing orders for custom blinds, tracking orders, sending emails to customers/ vendors to follow up on orders, and taking payments, issuing refunds, filling out inquires for repairs and delays forms.
Customer Retention Advocate
Sitel
02.2021 - 01.2022
- I previously was a customer services representative for “USAA's Credit Card” campaign with Sitel.
- I took inbound calls and chats assisting customers with questions and any changes concerning their credit card
- The following listed are things I assisted our members with:
- ~View card transactions & statements
- ~Temp block card
- ~Close card
- ~Credit limit increase/decrease
- ~provide reason card may be declining
- ~ Log in recovery and support(online /mobile)
- ~Update Profile Information
- ~Add User/ Remove User from card
Customer Care Representative
24/7 Intouch
09.2020 - 02.2021
- I assisted with phone calls, chats, and emails, and issued call backs for 24/7 Intouch’s “Fanatics” campaign.
- I assisted customers with placing orders for sports gear, tracking order, problem solving, order modifications, and order updates/delays.
- Greeted customers
- Managed customer accounts
- Responsible for troubleshooting applications
- Responded to inquiries and issues
- Assisted customers via live chat
- Resolved customer issues
Customer Service Member
Logisticare
10.2019 - 09.2020
- I assisted with phone calls and responded to emails for members regarding their transportation.
- These calls consisted of scheduling reservations for transportation to and from doctors appointments.
- These are members whose health insurance partners with us to get them transportation to appointments for free.
- Provided assistance to clients
- Managed customer accounts
- Greeted customers
- Handled reservations
- Resolved customer issues
- Booked appointments for clients
- Worked in the inbound call center
- Responded to inquiries and issues
- Collected and documented orders
- Provided assistance to clients
- Created customer appointments
- Scheduled reservations for customers
- Maintained up-to-date knowledge of customer accounts
Education
High School Diploma -
Liberty High School
Las Vegas, NV05.2019
Skills
- Software Troubleshooting
- Operating Systems
- Call Center
- Customer Service
- Customer Care
- Customer Support
- Coordinator
- Sales
- Time management
- Communication skills
- Problem management
- Network support
- Microsoft Excel
- Microsoft Office
- Organizational skills
- Insurance verification
Personal Information
Willing To Relocate: Anywhere
Languages
English
Full Professional
Timeline
Customer Advocate Specialist
Cox Communications Inc.
04.2023 - Current
Customer Service Member
Nations Benefits
09.2022 - 03.2023
Customer Care Advocate
3 Day Blinds
01.2022 - 09.2022
Customer Retention Advocate
Sitel
02.2021 - 01.2022
Customer Care Representative
24/7 Intouch
09.2020 - 02.2021
Customer Service Member
Logisticare
10.2019 - 09.2020
High School Diploma -
Liberty High School
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