Elizabeth Mercer
Lipan,TX
Summary
Dynamic leader with a proven record in driving growth and operational excellence. Strong skills in customer service, active listening, and critical thinking enable effective decision-making and enhanced client relationships.
Overview
33
33
years of professional experience
Work History
CEo/Owner/Operator
M & M Contracting
Lipan, TX
01.2005 - 03.2008
- Developed and implemented strategic initiatives to drive company growth and profitability.
- Fostered partnerships with key stakeholders to enhance project collaboration and resource allocation.
- Oversaw operational efficiency, ensuring adherence to industry standards and best practices.
- Established new revenue streams by identifying market opportunities and launching innovative products or services.
- Streamlined business processes, resulting in increased operational efficiency across all departments.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Oversaw business-wide changes to modernize procedures and organization.
- Oversaw team performance, providing guidance and training to improve skill sets and productivity.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Maintained accurate records of operations, contributing to project documentation and reporting processes.
- Made sure that products were produced on time and are of good quality.
- Reviewed production schedules and streamlined processes.
Personal Banker
Bank of America
Dallas, TX
01.2007 - 04.2007
- Assisted customers with account inquiries and transaction processing.
- Maintained accurate records of client interactions and transactions in systems.
- Resolved customer issues promptly, ensuring high satisfaction levels.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Assisted customers with setting up or closing accounts and signing up for new services.
CAD Drafter
A T & T
Ft. Worth Tx
01.1975 - 01.2005
- Developed detailed technical drawings using AutoCAD based design tool for telecommunications infrastructure projects.
- Collaborated with engineering teams to ensure design accuracy and compliance with industry standards.
- Reviewed project specifications and provided feedback to enhance design efficiency and functionality.
- Mentored junior drafters in CAD software techniques and best practices for drafting precision.
- Operated multi-line phone system to manage high call volume efficiently.
- Provided accurate information and assistance to callers, enhancing customer satisfaction.
- Maintained comprehensive knowledge of company services to address inquiries effectively.
- Resolved escalated customer issues promptly, maintaining professionalism under pressure.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Participated in workshops to improve communication skills, enhancing service quality.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information, and provided solutions to problems.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
Education
High School Diploma -
Diamond Hill High Shcool
Ft. Worth Tx Skills
- Effective decision making
- Operational excellence
- Customer focus
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center operations
- Documentation
- Account management
- Product and service solutions
Timeline
Personal Banker
Bank of America
01.2007 - 04.2007
CEo/Owner/Operator
M & M Contracting
01.2005 - 03.2008
CAD Drafter
A T & T
01.1975 - 01.2005
High School Diploma -
Diamond Hill High Shcool