Christina Mercadel
Rochester,NY
Summary
Detail-oriented professional with strong customer support skills and a focus on problem resolution. Expertise in training clients and staff, driving operational efficiency, and ensuring compliance. Committed to enhancing organizational processes and building client satisfaction.
Overview
24
24
years of professional experience
Work History
Associate Service Representative - SMB Service
Paychex Inc
02.2022 - Current
- Processed payroll for diverse client accounts, ensuring compliance with federal and state regulations.
- Maintained accurate client employee records using Paychex Flex software, enhancing data integrity and accessibility.
- Addressed payroll discrepancies to support client satisfaction score of 90-100% by ensuring timely and effective communication.
- Analyzed payroll entries in detail to safeguard financial accuracy and ensure compliance with regulatory requirements across various pay cycles.
- Collaborated with team member and management to streamline Paychex Flex employee registration communication processes and improve client response times.
- Trained 7 new Paychex employees on customer service protocols, phone etiquette, and proper call documentation enhancing team performance and knowledge sharing.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Trained clients on billing payment processing and support protocols, empowering them to independently manage their Paychex Flex accounts.
Assistant Retail Store Manager
Dress Barn
02.2002 - 12.2019
- Supervised daily operations, ensuring optimal staff performance and customer service standards.
- Implemented inventory control measures, reducing stock discrepancies and improving product availability.
- Trained new hires on company policies, sales techniques, and customer engagement strategies.
- Analyzed sales reports to identify trends and inform merchandising decisions for seasonal promotions.
- Developed staff schedules to align with peak shopping times, enhancing operational efficiency for 8-10 employees.
- Selected by leadership to develop two team members into successful store managers.
- Oversaw visual merchandising displays to create an inviting shopping environment that drives sales growth.
- Completed routine store inventories.
Education
Associate of Science - Respiratory Therapy
Gannon University
Erie, PA06-1987
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Data entry
- Call center operations
- Microsoft outlook
- Problem resolution
- Service upselling
- De-escalation techniques
- Staff education and training
Accomplishments
- Promoted products and encouraged customers to upgrade their existing product plans.
- Partnered with a cross‑functional team of three—including a co‑worker, supervisor, and manager—to design and implement improvements that significantly reduced call times for Paychex Flex employee registration.
- Customer Relations - Earned a consistent score of 100% on customer satisfaction surveys company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Timeline
Associate Service Representative - SMB Service
Paychex Inc
02.2022 - Current
Assistant Retail Store Manager
Dress Barn
02.2002 - 12.2019
Associate of Science - Respiratory Therapy
Gannon University