Glenda Mercado
Winter Haven,FL
Summary
Results-driven operations, fundraising, and community relations leader with extensive experience managing leadership initiatives, cultivating strategic partnerships, and supporting organizational growth through community engagement and operational excellence. Proven ability to lead high-performing teams, optimize processes, manage large-scale operations, and strengthen philanthropic impact through relationship building, volunteer engagement, and cross-functional collaboration in corporate and entrepreneurial environments.
Overview
2027
2027
years of professional experience
Work History
Owner / Operator (Franchise)
AR Workshop
Winter Haven, FL
01.2023 - Current
- Manage daily operations of a hands-on retail workshop offering classes, events, and private group experiences
- Coordinate scheduling, staffing, inventory management, and customer flow during events and peak business periods
- Lead workshops and provide hands-on instruction while ensuring a positive end-to-end customer experience
- Oversee purchasing, inventory control, vendor coordination, and supply management to reduce waste and control costs
- Manage accounts payable functions including invoice processing, vendor payments, and expense tracking
- Partner with local charities, chambers of commerce, networking groups, and women’s organizations throughout Polk County to support community engagement, volunteerism, and fundraising initiatives
Senior Process / Project Manager
AT&T Inc.
Orlando, FL
01.2021 - 01.2023
- Improved business operations by identifying workflow inefficiencies and implementing process enhancements
- Led multiple operational improvement and automation projects that reduced manual workload and increased efficiency
- Collaborated with internal teams and vendors to support business continuity and operational consistency
- Identified operational gaps and implemented scalable solutions to improve performance and service delivery
Associate Director, Call Center Operations
AT&T Inc.
Orlando, FL
01.2007 - 01.2021
- Led teams of up to 15 supervisors with approximately 18 direct reports each supporting a high-volume, multi-portfolio call center operation
- Oversaw daily operations including staffing, scheduling, performance management, and customer service delivery
- Coached leaders and frontline employees in real time to improve engagement, accountability, and business results
- Enhanced onboarding processes to improve new hire readiness and operational effectiveness
- Served as key stakeholder for the launch of a new international contact center, coordinating operational setup, training, and leadership development initiatives
- Developed leadership succession programs and operational policies to support long-term organizational growth
- Earlier Roles
Team Manager | Performance Lead | Training Coordinator | QA Analyst | Agent
AT&T Inc.
Orlando, FL
1996 - 2007
- Promoted through multiple leadership and operational roles, building expertise in training, quality assurance, performance management, coaching, and operations support.
Education
Bachelor of Science - Business
University of Phoenix
07.2018
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) CRM Systems Operational Reporting Tools
Timeline
Owner / Operator (Franchise)
AR Workshop
01.2023 - Current
Senior Process / Project Manager
AT&T Inc.
01.2021 - 01.2023
Associate Director, Call Center Operations
AT&T Inc.
01.2007 - 01.2021
Team Manager | Performance Lead | Training Coordinator | QA Analyst | Agent
AT&T Inc.
1996 - 2007
Bachelor of Science - Business
University of Phoenix
Core Competencies
- Community Outreach & Partnership Development
- Leadership Giving & Fundraising Support
- Strategic Planning & Execution
- Team Leadership & Coaching
- Process Improvement & Optimization
- Event & Volunteer Management
- Customer Experience & Engagement
- Training & Leadership Development
- Operational Efficiency & Productivity
- Cross-Functional Collaboration
- Bilingual Communication (English & Spanish)