Blanca Mecalco
Olive Branch
Summary
Dynamic Customer Advocacy Supervisor at Intoxalock with proven expertise in resolving escalated issues and enhancing customer satisfaction. Bilingual communicator skilled in collaboration, driving efficiency improvements. Recognized for developing effective solutions that significantly reduced complaint trends, while maintaining high-quality service standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Advocacy Supervisor
Intoxalock Ignition Interlock
Monroe
01.2025 - Current
- Oversee the senior customer advocacy and escalation team, providing support in resolving high-level customer escalation calls.
- Analyze customer complaints to identify trends, to develop solutions.
- Collaborate with other departments to ensure customer needs are met promptly and accurately.
- Implement strategies to improve the department's overall efficiency while maintaining high-quality standards.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
Social Media Specialist
Intoxalock
Olive Branch
05.2022 - 01.2025
- Research, contact, and de-escalate customers who left a negative review on Trustpilot and Google.
- Resolve and respond to Attorney General, BBB, and leadership complaints while following the rules and regulations of each state.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Developed strong relationships with customers by providing timely responses and solutions.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Identified trends in customer service inquiries and reported them to management team.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
Bilingual Customer Service Representative
Intoxalock
Olive Branch
05.2021 - 05.2022
- Assisting customers with recalibration, lockout or device removal appointments etc
- Providing troubleshooting assistance when company device requires attention
- Taking payments
- Sending new equipments if needed
- Help set up vehicle switch for company equipment to new vehicles
- Assist with billing inquiries
Bilingual IT/IM
Alorica for Samsung
Remote
11.2020 - 02.2021
- Assisted customers in troubleshooting their Samsung devices
- Scheduled service if the device was not fixed over the phone
- Answered follow up request the customer may have
- Used the resources provided to Navigate and assist the customers
Sales Manager
LifeShield Safety Products
Remote
02.2020 - 11.2020
- Planning weekly and monthly sales goals
- Develops personal growth opportunities
- Maintain quality customer service
- Over saw book keeping
- Placed orders and maintained count on stock
- Developed and implemented sales strategies to increase market share.
- Identified and developed new markets for products or services.
Sales Representative
TruckPro, LLC
Cordova
09.2017 - 11.2019
- Responsible for sales( Heavy Duty Truck Parts)
- Handled sales for the state of Texas
- Assisted Spanish and non Spanish speaking customers by entering orders on parts they needed
- Work with customers to figure out the correct part they need
- Confirm Inventory and ordered from our distribution center and or our Vendors if product was not in stock
- Handled and followed up on escalations
- Provided exceptional customer service
Customer Service Representative
CORDOVA SAFETY PRODUCTS/ DBA BUNZL
Memphis
04.2015 - 09.2017
- Processing orders
- Data Entry (entering and processing orders for customers)
- Assisted customers with a warm and professional attitude
- Making outbound calls to potential customers
- Researching and reaching out to potential customers for international sales opportunity
- Manage customer accounts
Payroll Clerk/ Customer service Rep.
H2A Complete
Southaven
08.2014 - 04.2015
- Answer in coming calls
- Data Entry (processing payroll)
- Maintaining contact with customers to confirm pay for their Employees
- Assisting in completing work forms I-9
- Covered 4
- 5 companies in payroll
Bilingual Customer Service Representative/ Sales
Regions Bank
Cordova
03.2014 - 07.2014
- Attracted potential customers by answering product and service questions as well as suggested information about other products and services
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Accomplished goals that were required on a daily and monthly basis
- Assisted customer with account and online banking concerns as well as banking questions and/or concerns
- Met Goals daily as required and was recognized for three awards after Training for meeting goal and Customer Satisfaction
Bilingual Customer Service Representative/ Sales
Terminix Pest Control a/k/a Service Master, Inc
Bartlett
03.2013 - 01.2014
- ServiceMaster - Memphis, TN
- Sales service
- Executive services/Escalations
- Customer service
- Prepares product or service reports by collecting and analyzing customer information
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Schedule appointments for technicians to do services
- Met goals as required and met Customer Satisfaction
Janitorial/ Office Maintenance ( Part Time)
Sterling Co
Memphis
02.2010 - 02.2013
- Follow procedures for the use of chemical cleaners and power equipment to prevent damage to floors and fixtures
- Gather and empty trash
- Clean building floors by sweeping, mopping, scrubbing, or vacuuming
- Clean windows, glass partitions, or mirrors, using soapy water or other cleaners, sponges, or squeegees
- Ensure everything looks as clean as it should be according to the customer's expectations
Education
High School Diploma - High School
Overton High School
Memphis, TN01-2011
Skills
- Customer service
- Proficient Bilingual Communicator
- Collaborative Skills
- Adaptability
- Computer Skills
- Spanish
- English
- Microsoft Office
- Prospective Client Outreach
- Detailed Data Input
- Computer Literacy
- Typing
- Order Entry
- Sales
- Payroll
- Inside sales
Certification
Driver's License
Languages
5,5
References
References available upon request.
Timeline
Customer Advocacy Supervisor
Intoxalock Ignition Interlock
01.2025 - Current
Social Media Specialist
Intoxalock
05.2022 - 01.2025
Bilingual Customer Service Representative
Intoxalock
05.2021 - 05.2022
Bilingual IT/IM
Alorica for Samsung
11.2020 - 02.2021
Sales Manager
LifeShield Safety Products
02.2020 - 11.2020
Sales Representative
TruckPro, LLC
09.2017 - 11.2019
Customer Service Representative
CORDOVA SAFETY PRODUCTS/ DBA BUNZL
04.2015 - 09.2017
Payroll Clerk/ Customer service Rep.
H2A Complete
08.2014 - 04.2015
Bilingual Customer Service Representative/ Sales
Regions Bank
03.2014 - 07.2014
Bilingual Customer Service Representative/ Sales
Terminix Pest Control a/k/a Service Master, Inc
03.2013 - 01.2014
Janitorial/ Office Maintenance ( Part Time)
Sterling Co
02.2010 - 02.2013
High School Diploma - High School
Overton High School
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